Maggie St.Clair

I have been using Zendesk support for years and have used chat/messaging for numerous issues. I just tried to chat to report and issue and I get the following message. I am and always have been an admin. Anyone know why I am unable to reach out to Zendesk Support? I know that requests like this don't really belong in the community forums, but without access to support I don't know how else I am supposed to get help! 

I’m interested! Would love to attend Relate in person again!

Thanks, Michele! I will try that. 

We have a customer that we would like to block from posting in our community forums, but we still need her to be able to enter support tickets as needed. She is paying her support contract with us so she needs access to tickets. But she is abusing the community forums and we want to block her. I see that I can turn on moderation, but then that is turned on for everyone. I would prefer to find a way to fix this issue while not interfering with the way anyone else uses our forums. Any suggestions would be greatly appreciated. 

Hi Orsolya Forster,

What I am looking for is the user organization that is in Support. For example, if this customer participates in the forums, I would like to see their org 'Test Oil Co' in Explore associated with this users activity.  

Thank you for adding the community info to Explore. I just created a dashboard to get my stats each month that I need to report on. As someone that is not technical, it is great that I can get the data I need to report on without having to ask someone that can use the APIs to pull this data. So thank you, thank you!

Of course I also have a suggestion for how we could get even more info out of Explore with community stats. We really need to be able to see the org name. I can show the community user name and email which is very helpful, but also being able to see the org that user is linked to would make it so I can get all of my reporting right from Explore. We are looking to grow our number of users in our community forums, but we are also looking to grow the number of orgs that are participating in the community. I have an OKR this year to double the number of orgs that are participating in our community from last year so I need to be able to report on orgs related to community stats. Many of our customers have their org in their email domain, so that is good. But we do have a decent amount of companies that use generic emails like gmail or have a bunch of different email domains that make up their company (mostly due to acquisitions of other companies). For these people I need to look them up in the Support portal to see what org they belong to. That is going to be rather tedious. 

It would be great if we could show different fields in this app by brand or better yet by agent. We have two fields that are used by all of our brands but then the majority of the fields are brand specific. Currently the app is slightly useful but it has the potential to be VERY useful if we could customize it by brand or agent. 

We have done it both ways that Kasper Sorensen suggests. Originally we did it all in one brand with the different visible settings. But after a few articles were incorrectly labeled and made visible to customers we opted to move to using a separate brand. We still, obviously, need to set the setting correctly but our customers cannot find it as easily should we make a mistake. This has actually allowed us to expand our internal KB even more. We also had a wiki for our teams and all of that content now lives in the Internal KB as well. Both of these options are decent but moving to a separate brand was best for us. 

We have customized our Zendesk community to have a tab showing the latest posts. Earlier this week I went into this screen and noticed that it was not loading properly. 

We have been through the code numerous times and nothing there has changed. We have compared it to old code where we know this tab was loading properly. So, that points us to something with Zendesk changing and out code no longer working. Wondering if anyone else is experiencing this or can point us to how to resolve this issue. Here is the code. Any help would be greatly appreciated. Thanks! 

   
      

        

          

            

              
                
                  ${post.topic_title}
                  ${post.title}
                
                
                  Comment added on ${post.updated_at}
                  ${post.comment_count}
                
              
            

          

          See more

Yes please! Seeing who has voted on an article in Guide or a post in Gather is so important to us. And as a non-technical person it stinks that I need to get someone to pull this data out using the API when I need it. Please make it possible to see this info without an API.