Community discussion: What should you consider before setting up community?

11 Comentarios

  • Diane Albert
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    This is soooo timely for us.  We've been Facebooking for about a year and now we're thinking about the next step in user sharing.

    I'm always a little scared about what users will say in a forum.  This was a great "go to" list for me to start considering how the heck we were going to get some chatters going.  I may definitely have to sweet talk some of our customers into participating at first (sorry, no great coffee mugs on this side!).

    It will be incentive for them to register and log in now even though we don't require it to use our documentation.  That leads to logging in to see their existing tickets, submit a ticket (using our new ticket forms), and searching the documentation a little more thoroughly before submitting a ticket.

    Love how that all falls together!  Diane

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  • Jennifer Rowe
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    Hi Diane,

    Thanks for your comment--glad you found the article helpful! Soon we'll have another article out about how to build community in your forums (you might have to invest in some coffee mugs! :).

    Keep us posted on how it goes!

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  • Jess Bygd
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    This is a great article, as we're now focusing on setting up a more formalized Community.  However, I'm running into several issues/roadblocks since we moved to the new Help Center.  Example: there doesn't seem to be a way within Profile for users to update their company or 'internal' role (I'm looking at my Zendesk profile as well, where all I can add is my name, email, and phone #).  Obviously, in these 2 comments posted above, more info can be included.  Unless I'm missing something?   Thanks!

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  • Emily
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    Hi Jess, 

    Since Organizations and other End-user fields are so closely tied to internal processes like business rules, we don't allow end-users to edit those details. This prevents a too-many-cooks-in-the-kitchen scenario where lots of people are changing details in your Zendesk that could affect your workflow. Your end-users will be able to edit their profile image, phone number and email address. Beyond that, End-user profile details will be managed by the Admin (or an Enterprise custom Agent role with the right permissions). 

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  • Jess Bygd
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    Emily ~ thanks for the quick response.

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  • Amy C
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    I'm unable to access the linked blog post - i keep being redirected to a login page (url: https://www.zendesk.com/?p=34352). is this resource unavailable now?

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  • Amy C
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    Found it. But I think that link is dead! Here's a direct link for anyone having the same trouble: https://support.zendesk.com/entries/26295353-Best-practices-Six-things-to-think-about-before-setting-up-community

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  • Jennifer Rowe
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    Yikes--you are right! I updated the link. Thanks for letting us know, Amy!

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  • Amy C
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    no prob!

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  • Tammy Nasu Salguero
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    Hi Jennifer,

    The article says "Do you want to: allow commenting on posts and knowledge base articles, add comments to announcements and release notes, open a general community Q&A, open a feature request community, create a community for tips and best practices?".

    How do you set up separate communities?

     

     

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  • Jennifer Rowe
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    Hi Tammy,

    It's not possible to create separate communities, but you can create multiple community discussion topics within your community. For example, you can have a Q&A topic and a Tips & Tricks topics.

    Here's the info for adding discussion topics to your community.

    Hope that helps!

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