Community Moderation - Need Alerts / Automations / Triggers based on Community Post Activity

3 コメント

  • Nicole - Community Manager
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    Hi Christine - 

    We had some of our engineers leverage the API and channel framework to create an integration between Support and our community, so that tickets are generated for each new post in the community. From there, we're able to apply business rules to the tickets to help to track. 

    This does require some development resources and customizations, but has worked out really well for us to manage the conversation in the community. 

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  • Christine Knific
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    Thanks, Nicole. Are you able to share more about what they did? I need to understand what I would be asking our development team to do. Is this how you capture metrics as well? 

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

    Hi Christine - 

    I honestly don't know a ton of the specifics, but I'll check in to see if any of the engineers who worked on the project might be able to share some detail. 

    As far as metrics, we do heavily use and report on ticket tags, to track things like who responded to a question (moderator, user, support agent, etc.) and what the question was about. We also use Google Analytics quite a bit, as well as a third-party tool called Pendo to keep track of things like which content gets viewed the most, how people navigate the site, etc. 

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