Feedback: Organization of posts in the Zendesk Community
Current State
The best way for Zendesk customers to communicate product feedback is to post to the Community and vote for existing feature requests. However, there's so much variability in how users put up their feedback that it's difficult to determine whether someone else has already made a post about the same feature and is suggesting the same solution you have in mind.
Limitations
The Product Feedback Post Template and the Product Feedback Guidelines are helpful, but they're not enforced. This means Zendesk customers have to sift through multiple pages of already existing posts before making their own or get very creative with a few different search queries.
Use Case
A Zendesk admin wants to give feedback on a popular feature. Per Zendesk Community guidelines, they want to avoid making a duplicate post for the same feature and putting forth the same suggestion as someone else, so as to not split votes between two posts.
Example
If I search for {{Feedback triggers multiple conditions}} in the Community right now, I get back nearly 1,000 results. If I make the search more specific by narrowing it down to type:Community and topic:Feedback - Ticketing System, there are still 93 results. Some of these posts mention triggers, but are not explicitly about that feature.
Suggestion
Rather than one open text box, feedback and feature requests should be guided using multiple required fields similar to a customer-facing Support form. This could include separate fields for:
- Title
- Product Area (Dropdown - Support, Talk, Gather, etc)
- Feature(s) (Dependent on the aforementioned dropdown - triggers, call routing, post notifications, etc)
- Description of the current state
- Why doesn't this work? What is the workaround?
- Description of the ideal state
- Specific use case
This way, I can make the search query from my example even more specific by looking only for posts that match type:Community, topic:Feedback - Ticketing System, Feature:Triggers.
I think it would also be extremely helpful to have a set list of tags that can be added to posts and comments across all parts of the Community to make them easier to find, such as #feedback, #feature_request, #suggested_workaround, etc. Being able to quickly filter a very popular feedback or feature request post to see if anyone else has found a way around the blocker would be helpful!
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Thanks for this feedback, Moe!
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You're welcome!
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Love this idea!
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Thanks, Marjana! I suspect that there are a decent number of feedback posts that are highlighting the same issue, but we don't know for sure because they're not really collated. And this means any individual post could make an idea look less popular than it actually is. I think making these changes would increase everyone's voting power.
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+1 from our side!
We would like to see basic functionality in Zendesk Gather that exists in solutions like UserVoice, Aha! etc. so that we don't have to redirect our customers & partners to other platforms for feature requests as well as change requests.
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