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Beachball3000
Beachball3000
Contributor ⭐️⭐️⭐️
November 22, 2021

Helpful workflows for moderators

  • November 22, 2021
  • 2 replies
  • 63 views

When dealing with multiple products as we do, we tend to find more topics to moderate from backlogs to current topics.
It’s become especially harder to create a smoother workflow when we want to spend time to clear out the existing ones, and do not have the following options:

  • To add tag topics on the overview page: this will help us to quickly move say questions to different sections based on the tags we choose or, close off topics based on particular tags amongst other actions.
  • Previous/Next topic buttons: (this seems to be the most painful)
    As there’s no preview option, one has to click into a thread to read the content and assess. Should the topic be good to go, navigating to the next topic to continue moderation workflow is broken -- especially when looking to clear off a category’s queue or wanting to add a message to a list of topics, it’s hard to having to go back to the list page each time to go to the next thread (that’s at least 3 clicks) per topic activity.

Do others face the same case/problem?

2 replies

Julian
Julian
Gainsight Employee ⭐️⭐️⭐️
November 26, 2021

I am not entirely sure if I understand your problem correctly, please apologize if this should be the case.

So you would like to be able to add tags within the overview page itself, because this way you could categorize content more efficiently? This is not a common use case, simply because it can be hard to define which tag a topic should receive simply based of a topic title. I am wondering for which purpose in your workflow you want to use this tags for. I understand it helps you and your colleagues to find back content more easily, but I am not sure about the context of the people working with this content. Do you have specialists per product, or is this to assign topics to support representatives?

A “next” button on the topic moderation page could indeed make sense. I actually had to double check because I believe I saw something like this before. It might have been only a visual mock up or an idea...

What I think currently stands in the way of such a functionality, at least with my limited knowledge of the platform infrastructure, is that the topic moderation page does not know which filters you have applied in the overview page - it does not have this context. So, if you would have filtered in the overview on a certain tag, the topic page could not know which topic would be the next topic that you would expect to see.

I follow my nose, it always knows
    Beachball3000
    Beachball3000Author
    Contributor ⭐️⭐️⭐️
    December 1, 2021

    Hey @Julian, thank you for your thoughts!

     

    The idea behind tagging was for us to reorganise our content; for example, if you have a list of topics under a “report problems” section for a product, being able to tag them all as “product report problems” and move them in bulk to a new section/forum/category, or even choose to close them all off. (I also noticed that we can’t filter using the public tags at all on the Overview page, which I can only guess is also why the first options isn’t available either.)

     

    The NEXT button for topics would’ve been of huge help especially if it at least was present if we didn’t have any filters set, so I can at the least scour through some topics than none at all. 

    The requirement was more of being able to manage our topics from the list page than go within, when certain actions need only be done from a larger view (close topics, mark as read, etc.)

    -RS
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