7 Comentarios

  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Alejandro, when you say "casual Q&A," can you give us an idea of what kind of questions or conversations you're hoping to have here and who you're hoping to hear from?

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  • Alejandro Colon

    Nicole S. - Community Manager

    Responding to your response at https://support.zendesk.com/hc/en-us/community/posts/203458666/comments/360011397714

    1) User Tips: That is good to know and if I spot some I will be sure to bring them to your attention. Probably a post here. 

    2) I know that you rewrite articles and I am glad. But, until you made that post, there was no way to request a rewrite. BTW, glad I inspired you. I believe that if you are rewriting articles and moving them to a different section that should probably be outlined somewhere. At the very least, it should be mentioned when viewing the tips section. I wish there were a way to display them in both sections. Also, the article you referenced says it has not been edited since 2013.

    3) I did not notice that you could sort by votes. That is a good tip and you may want to consider defaulting to that sorting. I also did not know about the weekly digests. I thought those were an email list somewhere. Again this should be presented to Zendesk Admins a little bit more. I will create a post that outlines that very process and you might consider pinning it.  

    4) I have to get all the way to Nicole - Comm before you show up. Before you mentioned this I was using a bug where I type Nicole Co and then backspace until Nicole, for some reason it will then show you with the other Nicoles. 

    5) I understand if the users wanted it in 1 place. But, I would really like the ability to sort the posts by labels if they have them. That way all of the posts are in the same place and I can sort if I want to. That seems like a nice middle ground.

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    I am not sure if community posts can have tags but I came up with a way to redirect articles by putting the article ID as a tag in another article. I personally would rather something like that be implemented so that when a post is removed from Community Tips and added as an article at least there is visibility and a redirect to the "new" source. This would cut back on duplicate content as well but allow articles to be placed in multiple sections. 

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    To be honest, I am hoping this section will be a place where I can ask questions to Zendesk without so many prying eyes that come from posting in a popular section. 

    Also, I hope that I can separate some questions here that seem to get lost when posted in the article they are in response to.

    This is probably more of an attempt at posting to the internal Community Moderators channel without becoming a Moderator. 

    I am keenly aware I can be a thorn in the side of good people who are just doing their job.

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    I would also like to ask a question about posting an exploit to one of your products that would allow Admins to customize the product much more than Zendesk would like. 

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Alejandro, 

    That's a lot of different stuff in one post to respond to, especially when it's a response to a different post. A few things: 

    - Setting to default to votes isn't a functionality that is available to us. Also, most users prefer to see the newest content first. So that won't be changed. 

    - Re: weekly digests, I've been thinking about creating a post in the announcements section about them. They do go out to everyone subscribed to announcements and appear in the agent interface, but you're right that we haven't posted about them here in the community itself as much as we could. 

    - The mention functionality is what it is, and would have to be changed at the level of the product. They had to build it leveraging what already existed in the platform. I could change my name in the community but you would still have to type my full name up to my last name, which I'm choosing not to use in this forum. 

    - Posts do not have labels, and that functionality is not expected to be available in the near-term future. So, we have to organize by topics, and try to do the best we can with that. We do really appreciate getting user feedback on these things for that reason. 

    - Posts also do not have tags. 

    - We do not re-publish tips as articles, because, in general, they are unsupported things like custom code or workarounds. What we do re-publish are the answers sourced out of comment sections. 

    - To clarify, Community Moderators are fellow end-users who are volunteers that help us make decisions about how to run the community, answer user questions, and moderate content. Anyone with the little person logo in their avatar is a Zendesk employee. Anyone with a "Community Team" badge is a part of the Help Center support team. Devan and Brett are the Community Managers, and I am the seniormost of the Community Management team. 

    - I'm not sure what you mean by "posting an exploit to one of your products." Can you clarify? 

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  • Alejandro Colon

    Understood. Most of that wall of text was suggestions based on what I see.

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    Where can you see the weekly digest in the agent interface?

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    I was just notifying you that what you thought would work to mention you was not exactly correct. 

    To be honest, I am pretty sure you can simply copy a previous mention and that works just as well. 

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    I am not sure on the distinction of writing an article based on a comment versus a tip posted. 

    There are several tips that would greatly be helped with some rewriting. Some posts the formatting has been messed up somehow. 

    If you are saying you do not post articles based on unsupported items I thought I had seen some articles with a disclaimer for exactly that. 

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    I understand the difference between the titles and those who are employees and who are not.

    I guess what I was getting at was I have some questions for Zendesk that would benefit from preferential treatment like that of anyone who would work in close collaboration with Zendesk employees. i.e. Community Moderators.

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    There is an exploit in the Web Widget that allows Admins to edit the Web Widget without using the Endpoints created by Zendesk whose sole purpose is being the only way to edit the Web Widget. 

    While the exploit would give the Admins the ability to edit the Web Widget this would go further than what the current implementation of the Web Widget allows with any method. 

    My fear is that if I were to post the exploit, Zendesk would react in a way that would cause me and potentially others from using the product. If Zendesk were to invest resources into "fixing" the exploit without addressing the underlying issue that the Web Widget is very limited in its customization then that would be VERY frustrating. 

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    Another question, is there still an exceptionally high ticket volume that is causing delays in the support response?

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  • Nicole S. - Community Manager
    Zendesk Community Team

    To be honest, I am pretty sure you can simply copy a previous mention and that works just as well. 

    >>Good call. 

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    I am not sure on the distinction of writing an article based on a comment versus a tip posted. 

    >>Usually when we take a user posted answer and rewrite it as an article, what we are doing is taking a great response that is buried in a comment thread (and therefore not indexed by search) and rewriting it as an article to make it easier to find. 

    User tips are at the "top level" and therefore are searchable. 

    There are several tips that would greatly be helped with some rewriting. Some posts the formatting has been messed up somehow. 

    >>Yes, several of the older ones have lost their formatting as the platform has evolved. We are trying to work through either fixing or archiving those when we do maintenance. We are a team of 3, so we haven't gotten through all of them yet. 

    If you are saying you do not post articles based on unsupported items I thought I had seen some articles with a disclaimer for exactly that. 

    >>Good point. I'll bring that to the team's attention. 

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    I understand the difference between the titles and those who are employees and who are not.

    >>Ok, cool. It's something people confuse a lot because the "Community Moderator" and "Community Team" badges look so similar. I also know that some companies' forum moderators are employees, while ours are not. So I like to clarify, so that users aren't trying to demand things of our volunteers that they can't or shouldn't be expected to deliver. 

    I guess what I was getting at was I have some questions for Zendesk that would benefit from preferential treatment like that of anyone who would work in close collaboration with Zendesk employees. i.e. Community Moderators.

    >>We don't offer preferential treatment in the community forum. If you're seeking preferential treatment, you should reach out to your AE or CSE, if you're on a plan level that includes one. 

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    There is an exploit in the Web Widget that allows Admins to edit the Web Widget without using the Endpoints created by Zendesk whose sole purpose is being the only way to edit the Web Widget. 

    While the exploit would give the Admins the ability to edit the Web Widget this would go further than what the current implementation of the Web Widget allows with any method. 

    My fear is that if I were to post the exploit, Zendesk would react in a way that would cause me and potentially others from using the product. If Zendesk were to invest resources into "fixing" the exploit without addressing the underlying issue that the Web Widget is very limited in its customization then that would be VERY frustrating. 

    >>This is something that definitely should not be handled in the community, and I encourage you to submit a ticket about.  

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    Another question, is there still an exceptionally high ticket volume that is causing delays in the support response?

    >>Yes. It's reduced significantly over the course of this week, but there remain some lingering effects. I'll also mention that we are headed into a holiday weekend in the United States. While our support teams in other regions are ramped up while we are out, there is usually lower activity and slower response times in the community over holidays. 

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  • Alejandro Colon

    Thank you for your response. 

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    As far as preferential treatment, I was simply stating that I have some questions that would benefit from preferential treatment. I am not requesting it but simply trying to get some answers to questions that are simply left hanging. It would be nice to have a place to be able to pose a question to Zendesk Staff and Community Moderators directly. 

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    As far as the exploit, I do not mind submitting a ticket but again the issue is Zendesk's response to being alerted. 

    In my experience, when I submit this ticket, I will not get a useful response and most likely my worst fear will come to realization, Zendesk will spend time "fixing" the exploit instead of taking the same time to actually do what they say they are wanting to do, which is add more customization. 

    In this scenario, it will be less work to "fix" the exploit but will also remove a method of customizing the web widget, which is already sorely lacking in the customization department. 

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    I have helped out with adding links to some of the community posts that may need you to look at them. I also included the reason for each link as well. 

    https://support.zendesk.com/hc/en-us/community/posts/360044289193-Posts-that-need-some-attention-Pages-6-13-Section-User-Tips-Tricks

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Alejandro -

    You can continue reaching us here, or really posting anywhere in the community. Be tween the moderators and the community team, we'll see anything that gets posted in the community space.

    I'm not sure what to tell you about the exploit; I'll have to leave that to your judgment.

    And thank you again for the list of posts. Once we have caught up on community answers and have the opportunity to do some maintenance we'll start working through that.

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