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I would love to leave internal team notes time-stamped in the reply stream so that other community managers can read them within the context of the thread. For example, instead of having notes show up at the top of the screen only, you could scroll through a thread of both replies and internal team notes to understand the chronological evolution of the post. Zendesk does this really nicely in their ticket queue! 

Here’s a terribly-mocked-up screenshot of what I’m picturing. Graphic design is my passion. 
 

 

Hi @megan ! I love that idea, and thank you for the mock up 🙏 - Improving moderators experience is always important to us. How do you see the interaction with the internal note? Do you want moderators to “resolve it” once they see it? Or would it be always there for reference? I will keep this idea Open so people can vote and engage on it :) 

New→Open

You’re welcome! I’d love to keep it there for reference. We use our Community for a lot of product support, so it’s helpful for leaving notes about the status of something. And keeping it there provides nice visibility if we have to go back to review.

For example, let’s say a user asks a question about product functionality, but it turns out they’re reporting a bug. I may leave notes in the thread with internal Slack threads, JIRA tickets, etc so other moderators understand what information is available, when we learned it, and how the timing impacted the flow of the conversation. Today, we do a lot of Slacking about threads behind the scenes because the notes in inSided are too easy to miss. 

Another way I’d use this is for onboarding new moderators. I’d love to be able to provide feedback on their responses directly within inSided or provide a helpful nudge in the right direction to help them get started on trickier topics. 

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