Need the ability to filter and mass delete posts in Community

6 Commentaires

  • Commentaire officiel
    Nicole - Community Manager
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    Hey Richard - 

    Oh no! We've been hit with a mass spam attack like that in the past, I know what a terrible experience that can be! 

    The good news is that there is a way to effectively mass delete these posts leveraging the spam and content moderation functionality, assuming that many of these posts came from the same spammer and not individual/separate accounts. I am sorry that the agent you spoke to earlier did not provide you with this information; I will follow up with him. 

    How to do it: 

    Go to one of the posts, and mark it as spam. Then, a light blue banner should pop up giving you the option to "Suspend user and delete all posts." Click that. All posts from that user will be removed at once (bulk deleted) and that account will no longer be able to post to your community. It may take a little while to get through all of it if the spammer posted things from many accounts, but you shouldn't have to do each post individually. Alternatively, you can mark as spam and then go into the moderation queue and mark up to 10 users at once to suspend and delete. 

    Here are the articles pertaining to the spam filter and content moderation, in case you need them: 

    Using the spam filter to prevent spam in Help Center

    About Help Center Spam prevention

    Please let us know if you have further questions on how to do this.

     

  • Jessie Schutz
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    Hi Richard!

    We experienced a similar attack a few years ago, so I feel your pain acutely.

    Don't forget to take advantage of the keyword moderation tool that's available in Guide. When we had our big attack, the posts were primarily sports themed, so I was able to select particular key words that were used across multiple spam posts and add those to the filter, preventing future posts of the same type from going through in the future. This tool is particularly helpful if the attack is ongoing; blocking the keywords thwart the spammers even if they jump from new account to new account. 

    Let us know if we can be of any further help!

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  • Richard Hotchkiss
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    5 hours of marking spam and deleting as instructed above. The process is too cumbersome, I have barely made a dent.

    I need to be able to export users, modify the exported file and then import the file of those to delete. The process should include removing all of the posts of those who are deleted. This is a common CRM practice. Once again, I am surprised that I cannot work with my data in a professional way.

    Please provide a better solution as my only option is to continue to shut down Community.

    Thanks

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  • Nicole - Community Manager
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    Thanks for the feedback, Richard. Jessie and I feel your pain. The Zendesk Community platform was built as a lightweight, entry-level platform, which works great for a lot of users. But you're correct in your observation that it lacks some important Community Management and data tools. 

    Unfortunately we do not expect any additional features or functionality to be developed for the Community platform in the foreseeable future. The product team has indicated that our development resources are being directed to other products at this point. 

     

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  • Ross Newton
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    This is a deal-breaker.  Not having an effective way to deal with multi-account spam.  Wow, can't believe Zendesk hasn't addressed this by now.

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  • Nicole - Community Manager
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    Hey Ross - 

    Development had been suspended on the community platform this year, which is why no progress was made on this request. 

    The team will be resuming development in 2019, and we've made sure to flag the issues raised in this thread, but do not expect to see any work completed until mid-year and can't say for certain yet which aspects will receive updates. 

    We've found consistent use of the content moderation tools currently available to be effective in managing this community's spam, and encourage all users to turn that functionality on in order to help prevent spam attacks in the first place. 

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