Sample/Best Practices to Setup the Community/Feature Request -- What are the options?

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  • Nicole S.
    Zendesk Community Team

    Hi Paul, 

    Thanks for your questions! 

    The "Similar Posts" feature is a default functionality of Gather. Once you have some posts populated in your community, it should begin to populate automatically. 

    As for post reporting, there is not currently any post reporting native to the platform. You can filter posts within a topic by recent activity, newest post, number of votes, or number of comments. 

    What you could do is use the API to pull posts on a regular basis, and then put everything together in a spreadsheet. From there you could make a column to track what the posts are about, and could start sorting from there. It's pretty easy to make an API call and import to a spreadsheet. Here's where you can find all of the API endpoints for Gather posts: https://developer.zendesk.com/rest_api/docs/help_center/posts

    To speak to best practices for setting up a product feedback forum, here are our recommendations: 

    1. Have a plan. 
    Before launching your feedback forum, make sure you have a clear workflow set up with your product managers around how they will utilize the feedback from users, and how the results of the feedback users share will be communicated back out to them. Don't ask for feedback unless you know what you're going to do with it. 

    Figure out how you will track requests - you're already asking this question, so you're thinking in the right direction. It's definitely helpful to have a database of the requests and suggestions your users make and to be able to reference it. 

    2. Use a pinned post to share guidelines. 
    Let your users know how to post, and set expectations for what will happen with their feedback. (i.e. will someone get it implemented within X timeframe? If it receives a certain number of votes will a product manager get it on the roadmap? How long before they should expect to hear from someone about it?)  One great way to do this is to write guidelines in a post that you pin to the top of the topic. Here's an example from our feedback forums: How to write an effective feedback post

    3. Use post statuses and official comments communicate back to users. 
    Regularly communicate back out to users what's happening with their requests. People respond well to transparency. Even if there's something you can't implement, it's helpful to let them know so that they can find a different workflow or solution to their problem. The post statuses (planned, not planned, completed) help users know at a glance where things stand. Official comments can help users know what the most recent update from your team is. 

    4. Celebrate their impacts! 
    When you implement something your users have requested, be sure to let them know and thank them for their contributions! Link them to the announcement so they can find it, and be sure to give your users credit where you can. 

    I hope that helps. Let me know if you have more questions, I love talking to users about how we use Gather and community management in general. 

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