We'd like to switch to Zendesk as an all-in-one solution for our helpdesk and community forums. Right now, this doesn't appear to be possible because it looks like Gather doesn't fullfil our key objectives:
Once a user is rated trustworthy by a moderator all further postings by this user will be published without moderation. As far as I understand, each and every post in Gather needs to manually approved by a moderator. This means that there is no discussion in the forum outside our office hours.
Forum posts should appear in the agents' helpdesk inbox alongside regular tickets. Agents can add internal comments and hand them over to other agents for review. All this doesn't seem to be possible with Gather yet.
There should be sub-forums for different topics (like in "Guide") and each of these topics needs to be available in each language we support. I couldn't find a way to configure Gather like this although it is said to be multilingual.
Other Zendesk users employ third party forum solutions (Insided, Vanilla, Discourse ...). This is out of the question for us. Are there any solutions I have overlooked? Or can we expect that these points will be addressed in 2021 (see https://support.zendesk.com/hc/en-us/community/posts/204132436-Converting-community-posts-into-tickets)?