Seperate community and helpdesk

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  • Updated 10 months ago
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Scott, when turning over to a new community system, please do seperate the helpdesk from the community.

A lot of the 'issues' over here are issues for a specific members only and these should be managed via a ticketing system. You can easily monitor and track the open issues and ensure that everything is followed up properly.

Besides that: NEVER drive your own community 
A participating moderator to manage items, like Jasenka, is OK
Good or bad feedback... it all belongs there and should be really valueble for Pixoto.
Opening/closing/hiding topics in a community is basically killing the community, offending your members and losing the great value for the company (so Pixoto in this case). And I assume that's clearly something you do not want.

https://medium.com/comatter/the-10-golden-rules-of-building-communities-that-matter-5984ccf6e93b

https://www.quora.com/What-are-the-basic-rules-of-community-management

https://www.fsresidential.com/north-carolina/news-and-events/articles/how-to-make-good-policy-in-your-community-eight-si


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Ad Spruijt

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Posted 1 year ago

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Ad Spruijt

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Just realized: since logon through Facebook is possible an idea could be to use FB chat for issues/tickets and a (public) FB group for the community. Saves you a lot of time to implement either one yourselves.

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Jasenka, Official Rep

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Thank you for all suggestions Ad.
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Annika Torstensson

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I agree with everything you write Ad Spruijt!!!
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Ad Spruijt

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Jasenka, Scott, "Thanks for the suggestion is the standard answer".
In the past 90-100% of the suggestions got a similar response, but there was never real feedback which ideas got there place on the roadmap and which ones not.
Would like to hear if this one will seriously be considered or not? Would be a major step towards a more profesional approach.

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Ad Spruijt

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Hi Jasenka. Thats known of course, but has nothing to do with the thread here. It is not centrally accessible and mainly is about the contests. You know yourselves that community is mainly the place for both know. This sounds as an answer in the category of not taking the future of pixoto seriously.
Scott mentioned before a complete new direction with the community and that is what I would like to know more about.
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Ad Spruijt

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So... you dropped the question with Scott a while ago as you said. The above reaction simply means he hasn't given any update obviously... ?
(Edited)
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Scott Murphy, Official Rep

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Hello Ad, if you have a new community platform you would like to recommend, we are open to hearing your suggestion.  I am currently evaluating alternatives.
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Ad Spruijt

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Hi Scott. Before chosing the platform you normal set the goal for what you want to achieve with it. How you want to operate it, who&what is important are other important questions that you need to answer up front.
A helpfull site in this context could be https://blog.hubspot.com/marketing/on...
but there are a lot others like these.

As the blog above mentioned: do you want to go for free or for a paid solution?
Also do you want one of your own (as part of your solution) or use an existing platform tool?
This all has to do with branding. When building a real community (yourselves or using an existing platform), I would say go for one that allows you to fully brand the pages according to the site.
You don't need to start with the branding, but it should be possible I think.

Some suggestions:
https://www.cmnty.com/
https://www.insided.com/product/commu...
http://unbouncepages.com/nodebb-forum...

But there are many more.
Don't forget that a community needs to be "driven" in a positive way.
Just software or just a singe person (e.g. Jasenka) driving it is not enough.
The commercial importance of of a community means that this should be done more seriously.

As said:
Please provide a separate proper solution for Help as well.
A thing to give a thought is a proper helpbutton from the home page.
e.g. look at https://www.elegantthemes.com/ they have a button always in the bottom right. Asking for help (and actually getting it !!!! within 2 hours latest is a powerfull way to give support). Perhaps combine it with a facebook page where chatting (with quick response is another option).
Besides that within the member-area provide a real (searchable) ticketing system.

FYI: My observation is that with the very limited number of users right now, the majority of the issues raised in the community are help-tickets as there is no real active community. So perhaps start with a real (member visible/searchable) ticketing system first perhaps.

Hope this helps.
Regards,
Ad
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Ad Spruijt

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In addtion to the above:
Discovered that you're using Zendesk as ticketing system. Obviously not complete rolled out yet as it is hardly visible throughout the site, also no "my tickets" overview and no chat facility available.

Learned from their website that besides Zendesk Suite they have a community solution integrated in Zendesk Guide. You have to investigate if their features match your requirements, but it could be usefull to implement an integrated solution that covers both ticketing and community. Some of those benefits are mentioned by Zendesk themselves. Main important one is perhaps forwarding solutions from ticketing system to community and create tickets from community questions But as said, you have to check features vs requirements (besides pricing & support of course).
(Edited)
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