Interested in how ZD customers are using communities - Are you using a plugin to ZD or the OOTB ZD Community?

6 コメント

  • Jessie Schutz
    コメントアクション Permalink

    Hi Mary!

    Hopefully some other Community members will have info to share here as well, but I did want to point out that there are integrations for a few other Community products available in the App Marketplace: Get Satisfaction, Drupal, Higher Logic, and Vanilla Forums. I'm not familiar with the details of each of these, but it might be a good jumping off point!

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  • Mary Paez
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    Some of the issues we have:

    1. When a ticket is opened, it may result in a product suggestion which we want to automatically post (from the ticket).  Don't have anything like that now.
    2. No way to get statistics:  How many posts closed with XYZ status? How many posts did each user make (individual basis)? 
    3. No way to gamify.  Award badges based on participation over time
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  • Nicole - Community Manager
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    Hi Mary - 

    You're correct, none of those functions are available in the Communities platform. For #2 you can pull that data via the API, but I know that's not ideal.

    We do have threads in the Product Feedback forum related to #1 and #3. You're welcome to add your voice and vote to those, though we do know that no work is currently planned for the Communities platform: 

    Turn a Support Ticket into a Community Post

    Need way to give incentives for community forum participation

    As far as extending your Community, Rockstar Games uses Zendesk to power theirs, and they're a great example of ways to build on top of our platform. I believe they had a significant amount of custom development work done to accomplish it, but it does show how much can be done.

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  • Maggie Ungerboeck
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    Hi Mary,

    We use the out-of-the-box Zendesk community. It has some limitations but it serves its purpose for us. For Product Suggestions, we have a macro that gets used when we mark a ticket as a Product Suggestion that directs people to post in the suggestion forums. An extra step for the customer but in our case, we want to train our customers to go there directly to post their ideas, so it works for what we need.

    As Nicole already mentioned, we use the API to pull data about user contributions (but agree that this should be something that shouldn't require technical work to get). I have a monthly report that gets sent to me automatically that shows the top contributors for our end users and for our internal users. Didn't take my developer long to do so if you have any resources who can do this for you and has worked with the API before, it shouldn't be too complex to get done. 

    Gamification would be awesome and I agree that it's a key thing that the Community is missing. We have looked into doing something custom for this but haven't moved forward with it. I'd be interested to know if anyone else has been able to put something together that works.

    Thanks,
    Maggie

     

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  • Nicole - Community Manager
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    Thanks for sharing, Maggie!

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  • Mary Paez
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    Hi Maggie,

     

    I really appreciate this information.  Is the code anything that can be shared?  If I can see how to do the query to get reports on the # of posts and responses that our internal staff has completed, that will help me.  I would also be able to run reports on the # interactions our Product Mgt team has had with the community & Provide to their Mgt.  

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