• Kasper Sørensen

  • 2020년 08월 12일 08:26

  Zendesk Product Manager

  Hi Justin,

  Can you tell us more about what you would expect of an "archived" post?

  I am wondering about questions such as:

  1. Would end users be able to find archived posts somewhere?
  2. If no, would end users be able to see archived posts if they have it's URL?
  3. Would agents or admins be able to find archived posts somewhere?
  4. I assume archived posts would also be "Closed for comments". Any other special traits?
• Justin Federico

  • 2020년 08월 12일 16:51

  Hello Kasper,

  I was thinking about something less permanent than deletion as there may be useful information in the posts/comments even though it may no longer be relavent to keep them public.

  The information would only be accessible for agents after archiving and there would be an option to restore the content if needed.

  The archived items would be "closed by comments" by default since they would no longer be accessible to end-users.

   

• Kasper Sørensen

  • 2020년 08월 13일 12:17

  Zendesk Product Manager

  OK that makes sense. We actually have a pretty good workaround for that scenario. You can just create a separate topic that is only accessible to Agents, and then move the posts to that topic. That way it becomes invisible to end users but available to your staff under that special topic.

• Justin Federico

  • 2020년 08월 14일 15:59

  Kasper,

  I had considered that option but it leaves that "hidden" topic visible for agents. I guess I could go a step further and limit the visibility of the topic further using a user segment.

  Thanks!

• Nicole Saunders

  • 2020년 08월 20일 17:56

  Zendesk Community Manager

  Justin, I can share that's what we've done internally. We have a few topics that are set to a segment that's just a handful of employees.

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