Community Actions: Add, Reply, Follow Topics and Convert Posts to Tickets
A support community is a forum in which you can ask questions, propose ideas or start a discussion with customers. This can be a great place to engage with your customers by responding to their questions. Also, if there is a customer who is posting content unrelated to the chosen topic, a moderator could step in and police that person.
Add Topic
You can create a new topic under any category in the community forums. There are five topic types to choose from: discussion, question, idea, problem, or an announcement.
To add a new topic:
- Click the Community module.
- On the Community Dashboard page, click the Add icon (
) in the upper-left of the page.
- On the Add New Topic page, select a Topic Type in the top of the page.
You can choose between Discussion, Question, Idea, Problem, or an Announcement. - Enter the Subject and the Description for your topic.
- Add an attachment from your desktop. To add an attachment, click the Attachment icon (
) to upload a file.
- Specify the Category and the Forum for the post.
- Add the appropriate tags for this post.
You can add up to five tags separated by commas. - Send this post as an email to your colleagues. Enter up to five email addresses.
- Get notifications whenever a new reply is received for this topic. You can also make the topic a sticky post (
) so that it appears above the other topics in the category. Both of these options can be selected from the bottom of the post.
- Click Preview to view what your post looks like to other users.
- Click Publish.
To save your work and come back to it another time, click Save as draft. When you save a draft, a respective notification will appear in the upper-right of the Add New Topic page.
Reply to Topic
Leave comments on topics to add your ideas to the conversation. Ask questions, make suggestions, and provide information to contribute to and move discussions forward.
To leave a comment:
- Open a topic to view its details.
- In the Topic Details page, type your comment in the comments box.
- You may also upload Attachments if needed.
- Click Comment.
Follow Topics
You can follow topics to keep track of updates and responses. When someone responds to a topic that you follow, you will get a notification in your chat feed and via email to update you on the post.
To follow community topics:
- Open a topic to view its details.
- In the Topic Details page, click Follow in the right panel.
The topic will be added to your watch list. You can choose to unfollow the topic at any time by turning this feature off from the same location.
Converting Posts into Tickets
The forum posts that are published by your end-users can be automatically converted into tickets. If this automation is switched off for a category, agents can still manually convert a topic into a ticket.
To convert a topic into a ticket:
- Open a topic to view its details.
- In the Topic Details page, click Add as Ticket located under the Action section in the right panel.
You will be able to respond to the topic from within the ticket.
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