Christopher Fassano

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue. 

I would like the Posts API to include spam community posts and add an attribute indicating whether a post is currently flagged as spam. The current method of being notified about spam posts, which requires community moderators to subscribe to email notifications, is undesirable because it conflicts with our existing community moderation workflow.

Our process involves generating a task in a third-party tool whenever a community post is created, allowing us to assign the task to anyone within our organization. This task is created from data extracted from the Zendesk Community Posts API. Since spam posts are not included in this process, they often go overlooked. Additionally, Zendesk's spam filtering frequently produces false positives, leading to complications for both our team and our customers.
 

What problem do you see this solving?  

The aim is to minimize the time an incorrectly categorized post remains in the spam queue, enhancing customer satisfaction while simplifying our community moderation process.
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

I see spam false positives generated on a daily basis. It impacts our business by creating a negative customer experience.
 

Are you currently using a workaround to solve this problem?

Yes. Someone has to check the community posts spam queue on a daily basis.
 

What would be your ideal solution to this problem? How would it work or function? 

As outlined in the overview, allow spam posts to be accessible through the API. An added benefit would be the ability to remove the spam attribute from the post via the API.