Managing Community posts

  • Managing community posts

    You can edit, move, or delete community posts, as well as edit or delete comments on community posts. You can also take a number of actions on the post or comment.

    The user interface described in this article is based on the default Copenhagen theme. If your theme is customized, options might appear differently or be missing.

    Guide Managers have full permissions to manage community posts. Users with moderator rights can perform a limited number of actions on posts depending on their moderator group permissions. Regular agents, who are not part of a moderator group, don’t have permissions to take any actions on community posts.

    For information about managing the discussion topics that contain community posts, see Managing Help Center community discussion topics.

    Editing and deleting community posts

    You can edit or delete community posts as needed.

    To edit a post

    1. In the post you want to edit, click the Post actions icon (guide_post_actions_icon), then select Edit.

      Edit post

    2. Make your changes, then click Update.

    To delete a post

    1. In the post you want to delete, click the Post actions icon (Actions icon), then select Delete.
    2. Click Ok to confirm the deletion.

      The post is removed from the topic and cannot be recovered.

    Editing and deleting comments on community posts

    You can edit or delete comments on community posts as needed.

    You can also mark a comment as official (see Marking a comment as the official comment for a post).

    To edit a comment

    1. Beside the comment you want to edit, click the options menu, then select Edit.

      Edit comment

    2. Make changes, then click Update.

    To delete a comment

    1. Beside the comment you want to delete, click the Comment actions icon (Actions icon), then select Delete.

      The comment is removed from the post and cannot be recovered.

    Moving a post to another discussion topic

    You can move a post from one discussion topic to another in your community. You cannot move a community post to the knowledge base.

    To move a post to another topic

    1. In the post you want to move, click the Post actions icon (Actions icon), then select Edit.

      Edit post

    2. Click inside the Topics box and select another topic.
    3. Click Update.

    Promoting a post by pinning or featuring

    You can promote community posts by pinning or featuring.

    When you pin a post, it moves to the top of the posts list within its topic and has a star beside it. This enables you to draw attention to important posts in a topic, such as announcements or guidelines.

    Pinned posts always appear at the top of the topic, regardless of any sorting option chosen. The most recently pinned post will be the top-most. You can manually add styling for pinned posts so that they appear different than other posts in the topic.

    Pinned to top

    When you feature a post, it is labeled as “featured” and appears in the featured posts component, which you can add to any page in your theme.

    Featured post comment

    To pin a post

    • In the post you want to pin, click the Post actions icon (Actions icon), then select Pin to top.

    If you don’t want the post to be pinned to the top of the topic anymore, select Unpin from top.

    To add styling for pinned posts to your theme

    1. In Guide, click the Customize design (Customize icon) icon in the sidebar.
    2. In the Theme panel, click Edit theme.
    3. Select the Community post page in the template drop-down in the upper-left.
    4. Click Post actions.
    5. Click Pin to top.
    6. Click the CSS tab, then add the following CSS to style pinned posts or modify it to fit your design:

       .post-pinned .question-title:before {
         content: "\2605";
         margin-right: 5px;
         color: $color_5;
       }
      
    7. Click Save, then Publish changes.

    To feature a community post

    • In the post you want to feature, click the Post actions icon (Actions icon), then select Feature post.

      Feature post action

    You must have added the featured posts component to your theme for the post to be featured. Otherwise, selecting the feature post option does nothing.

    If you don’t want the post featured in the Featured Posts component anymore, select Unfeature post.

    1. In Guide, click the Customize design (Customize icon) icon in the sidebar.
    2. In the Theme panel, click Edit theme.
    3. Select a template from the template drop-down in the upper-left, then paste the following snippet of code where you want featured posts to appear (on your Home page, for example).

       <div class="featured-posts">
         <h2>
           {{t 'featured_posts'}}
         </h2>
         {{#if featured_posts}}
           <ul class="featured-post-list">
             {{#each featured_posts}}
               <li>
                 <a href="{{url}}">{{title}}</a>
               </li>
             {{/each}}
           </ul>
         {{else}}
           <p>
             {{t 'no_featured_posts'}}
           </p>
         {{/if}}
       </div>
      
    4. Click Preview at the top to ensure it looks as intended. To preview a featured post, use the preview window to the right of the theme editor, locate a post, click Post actions and click Feature post.
    5. Click Save, then Publish changes.

    Setting status for a community post

    You can set a status of Planned, Not planned, or Completed on any community post. This can be especially useful if you have feature requests in your community and want to communicate status.

    When you set status, the status appears in the list of posts within the topic and on the post itself. You can filter by any status to see all posts in a topic with the selected status.

    Post status examples

    To set status on a community post

    • In the post where you want to set status, click the Post actions icon (Actions icon), then select one of the statuses: Planned, Not planned, Completed, and Answered.

    To filter community posts by status

    • In a community topic, click Show all, then select one of the status options.

    Filter by status

    Closing a post for comments

    If you don’t want to allow comments on a community post, you can close the post for comments.

    To close a community post for comments

    • In the post you want to close for comments, click the Post actions icon (guide_post_actions_icon), then select Close for comments.

    Marking a comment as the official comment for a post

    You can mark a comment as the official comment for a community post. You can make either a new comment or an existing comment the official comment. Make sure that you mark only one comment as the official comment for a post. You cannot mark an official comment on a knowledge base article.

    When you mark an official comment, it appears as the first comment on the post and is indicated as the official comment. That means that if you edit an existing comment and mark it as official, that comment moves from its current place in the order and timeline of comments, and appears at the beginning, ahead of any older comments.

    Official comment

    If a comment is marked as the official comment and the user who made the comment is downgraded to end user, the comment remains the official comment.

    To mark a comment as the official comment

    1. In the post where you want an official comment, either enter a new comment or edit an existing comment.
    2. Click Official comment under the comment.

      Official comment checkbox

    3. Click Submit or Update, depending on whether you are making a new comment or editing an existing comment.

      The comment becomes the first comment on the post and is indicated as the official comment. The official comment checkbox is then hidden for all other comments related to the post.

    Marking a post as answered

    If a comment has been added that answers the subject of a post, you can mark the post as answered.

    To mark a post as answered

    • In the post you want to mark as answered, click the Post actions icon (Actions icon), then select Answered.

      If you have the correct moderator permissions, you can set the status as Answered only if a status has not previously been set.

      If you are a Guide Manager, you can change the status to Answered from any other state.

    Approving pending content

    If a post or comment is marked as pending approval, you can mark it as approved.

    To mark a post as approved

    • In the post you want to mark as approved, click the Post actions icon (Actions icon), then select Approve.

    Approve pending content

    This action is not available for content that is pending approval in the spam queue.

    Moving a live community post to the moderation queue

    You can send a live post to the content moderation queue if it contains content that you want to review. The post is then hidden from the community and appears in the content moderation queue for Guide Managers.

    To move a live post for moderation

    • In the post you want to moderate, click the Post actions icon (Actions icon), then select Hide for moderation.

    Hide for moderation

    The post is no longer visible to the community, however Guide Managers can see the post in the content moderation queue. From there, a Guide Manager can review the post and decide which action to take. See Moderating end-user content.

    Creating a ticket from a community post or comment

    You can create a ticket from a community post or comment. When you do, a ticket is created in your instance of Zendesk Support with the body text from the post or comment and a link to the post or comment.

    In the community post, the ticket number link appears at the top of the post so you can easily access the ticket from the post. In a community comment, the ticket number link appears beside the comment. If you click the link, you can access the ticket directly.

    Ticket number

    To create a ticket from a community post

    1. In the post you want to convert to a ticket, click the Post actions icon (Actions icon), then select Create a ticket.
    2. A Create a ticket window appears with the following fields pre-filled with information from the post:

      • Subject:

        Request created from: <community post title>

      • Description:

        This request was created from a contribution made by <post creator name> on <date and time>.

      There is a link to the post itself, followed by the post contents.

      • Who should be the requester of the ticket?:

        The default ticket requester is the person who created the post, but you can change this to be yourself. The person specified in this field receives an email notification when the support ticket is created.

      Create a ticket

      Make any changes to the subject or description as needed, then select yourself or the poster as the requester of the ticket.

      The person specified in this field receives an email notification.

    3. Click Create ticket.
    4. In Support, the ticket is created, and is triaged by your support team.

      Ticket in Support

    To create a ticket from a comment on a community post

    1. Beside the comment you want to convert to a ticket, click the Comment actions icon (Actions icon), then select Create a ticket.

      Post comment create ticket

    2. A Create a ticket window appears with the following fields prefilled with information from the comment:

      • Subject:

        Request created from: <community post title>

      • Description:

        This request was created from a contribution made by <comment creator name> on <date and time>.

      There is a link to the comment itself, followed by the comment contents.

      • Who should be the requester of the ticket?:

        The default ticket requester is the person who created the comment, but you can change this to be yourself. The person specified in this field receives an email notification when the support ticket is created.

        Create ticket comment

      Make any changes to the subject or description as needed, then select yourself or the poster as the requester of the ticket.

      The person specified in this field receives an email notification.

    3. Click Create ticket.
    4. In Support, the ticket is created, and is triaged by your support team.

      Ticket in Support

  • Allowing agents to edit and delete posts

    All signed-in users can add posts to community topics. Only Guide managers, and users with moderator rights, can edit and delete posts by default.

    A Guide manager can allow agents to edit or delete posts in select community topics. This permission is granted at the topic level and must be set topic by topic. You must be a Guide manager to grant this permission.

    For more information about overall permissions, see About roles and setting permissions.

    To enable agents to edit or delete articles in a topic

    1. Open the topic, then click Edit topic in the top menu bar.
    2. In the Who can manage posts option in the section’s sidebar, select Agents and managers.

      Write access

      Managing posts means that agents can edit or delete any post in that specific community topic.

    3. Click Update.
  • Customizing status icons for posts

    The community features are wonderful, especially the post actions. However, what happens when the default actions aren’t exactly what you are looking for? Currently there is no way to add or modify the actions that are available, but with Curlybars the existing actions can be re-purposed.

    Displaying new status icons

    For the purpose of this article, let’s say we want to change the actions from: Planned, Not Planned, Completed and Answered to In the Works, Under Construction, Implemented and Officially Answered. To make these modifications, the replacement text will need to be inserted in all of the affected pages. To learn more about how to use Curlybars to make these changes, see Enhanced Help Center theming framework.

    The image below displays what the original statuses look like:

    Original

    The image below displays what the new statuses will look like:

    Modified

    There are two steps to change all customer facing instances to the desired replacement name:

    1. Modifying ‘Show all’
    2. Changing status icons’ names

    Modifying ‘Show all’

    1. In the Help Center, Edit your theme code. For more information on how to edit a Help Center theme, see Customizing your Help Center theme.
    2. Select the community_topic_page.hbs as the template to edit.
    3. Locate the code for the filter labels inside the dropdowns:

      Code screenshot

    4. Modify the {{#each filters}} with the following ‘identifier’ information:

       {{#each filters}}
        <a href="{{url}}" aria-selected="{{selected}}" role="menuitem">
         {{#is identifier 'all'}}{{name}}{{else}}
         {{#is identifier 'not_planned'}}Gathering Feedback{{/is}}
         {{#is identifier 'planned'}}In the Works{{/is}}
         {{#is identifier 'answered'}}Officially Answered{{/is}}
         {{#is identifier 'completed'}}Implemented{{/is}}
         {{/is}}
        </a>
       {{/each}}
      
    5. Click Publish.

    Changing status icons’ names

    The next change you need to make is for the actual status icons on the Community topic page. Your updated status icons will resemble the image below.

    Screenshot

    1. Scroll down to the {{#is status 'none'}} expression lower on the Community topic page.
    2. Enter the following code to change your status icons:

       {{#is status 'none'}}
        {{else}}
         <span class="status-label-{{status_dasherized}} status-label striped-list-status">
         {{#is status 'not_planned'}}Gathering Feedback{{/is}}
         {{#is status 'planned'}}In the Works{{/is}}
         {{#is status 'answered'}}Officially Answered{{/is}}
         {{#is status 'completed'}}Implemented{{/is}}</span>
       {{/is}}
      
    3. Click Publish.
    4. Next, select the community_post_list_page.hbs template and locate the same {{#is status 'none'}} expression.
    5. Enter in the above code there as well.
    6. You have successfully modified your list pages and drop-downs. The only thing left to do is make sure the status indicator on the individual posts reflect the correct wording as shown in the screen shot below.

      Modifying

    7. Select the community_post_page.hbs template to modify individual posts.
    8. Enter the following code on the {{#if post.status}} expression:

       {{#is post.status 'none'}}
         {{else}}
         <span class="status-label-{{post.status_dasherized}} status-label">
         {{#is post.status 'not_planned'}}Gathering Feedback{{/is}}
         {{#is post.status 'planned'}}In the Works{{/is}}
         {{#is post.status 'answered'}}Officially Answered{{/is}}
         {{#is post.status 'completed'}}Implemented{{/is}}
         </span>
        {{/is}}
      

      Code update

    9. Click Publish.

    Using dynamic content to translate your statuses

    If your Help Center is available in multiple languages you can use dynamic content helpers to translate your new terms. For more information on dynamic content see, Dynamic content helpers and Providing multiple language support with dynamic content.

    You can create the dynamic content in Zendesk Support and then use the helpers below in place of the previous term.

    Code screenshot

    This will enable your status icons to translate for your many customers.

    Final result

    Now that all of your bases are covered, all end-user information should display your own words, and not the default options provided with the feature!

  • Viewing community moderator activity

    Guide managers can see all community activity in moderation activities.

    This is a view of all actions taken by community moderators, as well as any actions taken by the community itself. For example, you can see if posts have been approved or featured by community moderators, or if someone has moved or deleted their own post. If you haven’t set up any community moderators yet, see Creating community moderator groups.

    Moderation activities is a historical record of activity in the community. If you want to change any of the actions applied to a particular post or comment, you need to do that in the post or comment itself.

    To view moderation activities

    1. In Guide, click the Moderate content (Moderate content) icon in the sidebar.
    2. Click Moderation activities. The Moderation activities page appears.

      Moderation activities

      You can see all the actions that have occurred in the community, including information on the event, the relevant article or comment, who moderated the content, and the date of the activity. You can sort events by date.

      • Event: shows the actions taken for a post or comment.

        These actions might include Hide for moderation, Approve, Pin to top, Feature post, and Mark as answered. See Managing community posts for all actions you can take on a post or comment.

        If a post has been moved, hover over the post and you can see information about the original location and the new location of the post.

      • Content: shows the post or comment that has been actioned.

        Click the text in Content to go to the post or comment.

        If a moderator hides a post or comment, and then deletes it, there is not a link to the content because the content has been permanently removed from the community.

      • Moderated by: shows the avatar of the moderator.

        Hover over the image to see the name (or alias) and role of the moderator.

      • Date: shows the date of the action.

        You can sort the events in ascending or descending date order.

  • Analyzing community activity

    You can monitor activity data for your community using in the Reporting dashboard in Support. Statistics include the number of posts created, how many users have viewed posts, and the total number of votes, subscriptions, and comments.

    You must be a Guide Manager to view these statistics. To view knowledge base activity, see Analyzing knowledge base activity.

    You must enable your Help Center and community before you can view the Community dashboard (see Getting started with Gather).

    Viewing community activity for your Help Center

    You can view community analytics for your Help Center in the Reporting dashboard in Support.

    To view community data

    1. In Support, click the Reporting icon (Report icon) in the sidebar, then click the Community tab.

    The Posts dataset is open by default.

    Reporting dashboard

    1. If you have multiple brands, click the All brands drop-down menu, then select a brand if you want to see data for that brand only.

      All brands is selected by default, and includes the combined activity of the communities in all of your Help Centers.

    2. Click the Reporting period drop-down menu, then select an option if you want to change the reporting time frame.

      Select Custom to enter a specific start and end date.

    3. Click any of the five datasets at the top to drill down.

      Each dataset displays a graph of daily activity and a table, below the graph, of top posts for that dataset. Datasets include:

      • Posts is the total number of new posts created in the community during the reporting period.
      • Views is the total number of views for posts in the community during the reporting period, including internal agent views.
      • Net Votes is the difference of all the positive and negative votes on all posts in the community during the reporting period.
      • Subscriptions is the total number of user subscriptions for topics and posts in the community during the reporting period.
      • Comments is the total number of comments on posts in the community during the reporting period.
    4. Hover your mouse over a node to see the total number for that day.

      Hover mouse

    Following up on community data

    Community statistics give you insight into which questions customers are most interested in. You can then take action based on this information.

    For example, you can track the posts that are most and least popular, or have the most comments, to understand more about the subject. You can then review the post to see if there is some follow up action required, for example, whether this area requires a knowledge base article to explain the subject in more detail, or a ticket needs to be raised to request a new feature.