Community Tags

15 コメント

  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Stephen - 

    Welcome to the Zendesk Community! Great question - hopefully some other users will share what they do. 

    At Zendesk, we do actually edit peoples' post titles. The important part of our process is that we let people know before we do it, and why - we send them a quick email to let them know that we're going to change it to improve the search-ability and that better search means more people will find and potentially respond to their post. So far no one has asked us not to change it or had any issue with our doing so, and it has improved search results in many cases. 

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  • Nicole - Community Manager
    コメントアクション Permalink

    Sure thing. I'm hopeful that some other folks will jump in as well - I'll be interested to hear what others are doing!

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  • Guillaume Fardeau
    コメントアクション Permalink

    Hi Nicole and Stephen,

    I'm eventually jumping in :)

    I just got a demand from one of our customer who would actually like to filter the community posts by product discussed.

    I was wondering, reading your conversation, how you actually modify the post titles - or maybe add a short description within the post body - to help filtering in that case ?

     

    Thanks in advance for any feedback

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  • Stephen
    コメントアクション Permalink

    Thanks for that Nicole. I suppose we could take the editing approach going forward. 

    Interested to see if anyone else using a different approach to improve search so I'll keep an eye out here. 

    Thanks for the reply!

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  • Mary Paez
    コメントアクション Permalink

    Yes. Please let us know how to modify the post titles as I just submitted a Question about this in the ZD Q&A section.

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  • Guillaume Fardeau
    コメントアクション Permalink

    Hi Mary.

     

    You can just use theby default on the right side of the post. below

     

    I had some difficulties finding out my self first  time. Looks like it's not obvious.

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  • Mary Paez
    コメントアクション Permalink

    If I am a ZD admin, I now see the icon as it is very small.  I was looking to the right of the post.

     

    Also, what is the idea behind:  Planned, not planned, completed, answered.  Use cases?

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  • Guillaume Fardeau
    コメントアクション Permalink

    No more the right place to discuss it I think.

    However : use case is when the community topic is about things that need to be done / developped / etc. by your enterprise. You can add a status to let people know if it has indeed be done, or not.

    "answered" : i'm not using this.

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  • Mary Paez
    コメントアクション Permalink

    Ok so this let's customer know that we are working on it rather than ignoring the Q or post?  Thank you for your help.  I just found documentation where we can customize those.  Would be nice to not have to code everything.  An admin edit to just change title would be nice.

    link

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  • Nicole - Community Manager
    コメントアクション Permalink

    Good conversation, all! Love the way you're helping one another out. :) 

    Mary, when you say "an admin edit to just change title would be nice" what do you mean? As an admin, all you do is click the gear icon and "edit" and then you can edit the post. 

    In general, I recommend commenting on a thread to let users know that you're not ignoring them, but the labels can be helpful too. We find that "answered" and "planned" are most-used in our community, as those are the most helpful statuses. "Completed" can be handy for feedback threads when we've developed something, though it's only relevant for a few months after the release and then we usually archive those threads. We've been shifting away from using the "not planned" label, because if something is really not going to be built, it makes more sense to let people know and close the conversation. But it all depends on your workflow and business processes!

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  • Mary Paez
    コメントアクション Permalink

    The icons should be easier (click, attach graphic or text that will appear).  Would be nice to not have to go into CSS.  Every time we have to edit "code", it must go through our IT dept.  The update has to be tested and decided if we can implement.  Would like ways to make quick and easy changes.

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  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Mary - 

    You shouldn't need to go into the CSS to edit a post title. You just click the gear icon and select "edit." 

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  • Heidi Boyce
    コメントアクション Permalink

    My company has started using Zendesk's community feature internally to share knowledge. I would love to be able to add custom tags because it's pretty rare that a topic will only fit one category. For example, let's say I have information about global power voltage, frequency, and socket types that I'd like to share with my coworkers. I'd like to be able to tag my information with terms relevant to my co-workers such as Global/International, Electronics, Catalogs, Travel, and Award Network.

    Do you think this is a feature that may be added in the future?

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  • Nicole - Community Manager
    コメントアクション Permalink

    UPDATED 10/2/19: Development has resumed on the community platform, and all suggestions should be posted in the Gather Product Feedback topic. 

    --

    Hi Heidi, 

    At this point in time there are no plans to further develop the Communities platform. 

    That being said, things can change, and I would encourage you to post in our Product Feedback topic about this. 

     

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  • Stephen
    コメントアクション Permalink

    Hi again,

    Use-case: We have decided to create content that fits into our customer's journey from Getting Started -> Advanced.

    Ideally, we'd like to tag each phase of the journey with tags and let our members use these tags to find more of this kind of content. But there's no tagging of course.

    Workaround: So.. I'm thinking of going old school and using #tags on our content. This way you could search #GettingStarted and find content that we have manually written this hashtag at the end of the article, making finding content we write easier to find.

    Question is, will the community search algorithm pick this up? I understand it's going/gone under some changes and I want to know if this will work - it should, but wanted to check :) Thanks!

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