We have 2 community managers who subscribe to every community topic and get an email every time a new post is made. We then take those posts and put them into Microsoft Planner and assign them to the appropriate person to answer. The person then answers the post and closes the task in Planner.
Although this process works, it does require the manual effort of copying and pasting the information into Planner and also managing it through a different application other than Zendesk. What I'd like to see is the ability to Assign a community post to an agent or light agent similar to how you can assign an article in Guide. The agent/light agent gets an email notifying them they have an assigned post and can then action it from there.
Naturally, there would need to be a screen similar to the Manage Articles screen where the Gather Admin could see what posts are assigned. I have ideas on what other information would be on this screen but that would be another post:)
I know there is a request similar based on creating tickets but for us, that would be more cumbersome than what we need. We don't need the ticket functionality of Cc'ing people, macros, public replies, etc. We really just need the ability to assign it and see what is outstanding and what has been completed.
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