Plans for badges in Communities?

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15 Commentaires

  • Nicole - Community Manager
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    Hi Mary - 

    I love this request! It would be so helpful!

    As far as the metrics go, are you saying that those would be the metrics that would be involved with determining what the badges are? As in, the faster an agent answers the more "points" they get or if there are unanswered questions in a configurable time frame it influences their badge status? Or are those separate reporting requests? 

    What we've been told is that there are not currently any plans to develop badges or any sort of gamification for the Community platform. We do this manually, by editing the CSS. Improvements to the Community are currently on hold while other Guide-related developments are made. We're hopeful that they'll be able to devote some resources to the Community again in the future, though!

    -- Update 9/25/18: Some resources will be allocated for community improvements in 2019. 

     

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  • Mary Paez
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    yes and the metrics a Knowledge Manager or Support Manager can run to check status.  eg: Right now the only way to determine if Questions are left unanswered is to manually browse thru all the Qs - we need a faster way to do that.

     

    As Agents ask more questions, they earn badge levels.  The more questions they answer, they earn different badge levels.  Earning badges is a way to show you are more of a SME (Subject Matter expert) on the product.

     

    I would be very interested in how this can be done in the CSS.  Do you have more information on that?  I might be able to get a developer to help us.

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  • Nicole - Community Manager
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    Hey Mary - 

    We set up a community email address and have it subscribed to all topics in our community. Then, we use the filters and labels in Gmail to track the notifications. This way we know that, if our inbox is at 0, we've seen every post and comment in the community. It's not ideal, but it does work a little bit better than just browsing through the community. 

    As I said before, I wholeheartedly agree around the badges and gamification, and if I could get it built today, I would! 

    Regarding the CSS, I'll see if that's something we can easily share. We basically just figure out which members should have a badge (such as our "Community Team" one or the "Moderator" ones) and then go in and add it to that individual's name in the code. It doesn't do anything automatically, though. You would have to figure out which members you would like to give which badges to, and as those things change or if people update their name, you have to go in and adjust the code. 

    Standby while I see about that code. 

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  • Mary Paez
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    I do like the idea of putting something on the name that indicates the title of Community Moderator.  Any info you can share on how to do this would be helpful to us.  Do you know if it possible to add a graphic to the profile?

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  • Nicole - Community Manager
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    Hi Mary - 

    Check out this community tip from Samantha Flaherty, it explains How to add cool agent badges in Communities

    I would imagine someone with design and code skills could probably put together an image and leverage this code to include that, though I don't have the exact code for you. 

     

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  • Mary Paez
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    It would be nice if we could easily configure ZD community

    Example: 

     if user answers x articles, use this badge (.jpg)
    If user answers y articles, use that badge (.jpg)
     
    And we just supply the jpg file.  So Zendesk allows us to specify the usage #'s easily
     
    Badges are nice to show expertise & participation in a very visual way.  Some communities allow you to post the badge on Social Media forums.   Maybe ZD product can put some thought into how they might enhance their product.
     
     
    Just a thought.
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  • Nicole - Community Manager
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    Quick update for anyone following this thread: some updates for the communities platform are planned for 2019. The team is currently developing the roadmap for next year, so be sure to vote and add your detailed comment to any community-related updates you'd like to see! 

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  • Mary Paez
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    This is fantastic news!!!  I have asked our team for input and will forward you their suggestions.  Do you have a deadline for providing this list?

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  • Oscar Junker
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    Hey Mary!

    No Mary there is currently no deadline for providing this list, but the sooner the better!

    I will follow up with you directly.

    Thanks!

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  • Mary Paez
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    Hi Oscar,

    I have asked our team to review my Community recommendations and add their own to the list (with use cases if necessary).  It should be ready this Friday.  I will send you a link to the list if that is ok.

     

    Mary P

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  • Jake Moore
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    Hi there, 

    Our company is also very interested in seeing these types of features and functionalities added into the community. @Nicole in your earlier post you mentioned a community road map and suggested voting and adding detailed comments - where can I find that roadmap?

    Cheers!

    J

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  • Nicole - Community Manager
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    Hi Jake -

    For both legal and competitive reasons we do not publish our roadmaps publicly. But up voting Mary's post at the top and adding your details here will get your input to the product manager.

    What I can share is that the ability to give users badges is currently being worked on. We don't have an exact ETA for that, but we do expect to see that rolled out sometime this year barring any surprises in the dev process.

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  • Imbi Joy
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    +1

    We are moving our customer community from another platform to Zendesk Community. While its great to combine the discussion board aspect with our Zendesk Support and Guide products, we are losing the gamification aspect of the old platform.

    As Mary notes, it would be great to have badges attached to user's profiles not just the badges that we can currently setup to note if a user is a "Community Moderator" or part of a particular team (see on a discussion post). Being able to automate this in some way (on a dashboard or settings page in Zendesk), and not have to manually edit the CSS code, would be extremely useful as well.

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  • Patrick Harland-Lee
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    Hey Nicole, any updates on this? I guess there were some surprises in the dev process 😛

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  • Brett - Community Manager
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    Hey Patrick,

    No updates currently, however, this is a feature our Gather team is actively looking into :)

    We will update this post once we have additional information to provide.

    Cheers!

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