Hey,
I've just seen that admins can highlight replies in a question thread, which will color a reply making it more visually catchy to the eye. A bit like a “best answer”.
I am curious, do you use this feature? If so, how do you use it?
Solved
Highlighting replies: How do you use it?
Best answer by DannyPancratz
I use it sparingly, but have an idea in my personal backlog to gamify it in the future if/when this idea is delivered:
If I had that, I’d probably use it more frequently as a reward for high quality replies that are not the marked answer and/or for conversation replies that add value to the thread. I’d then automate awarding a set amount of bonus points.
(Technically, I could do this using the Reported webhook on the front end (then conditions based on the reason they input), but I don’t love that workflow for me as an admin, and I don’t think I want to open this up to end users being able to report a post and highlight it.)
So for now, I just use it when there’s a reply worth calling out in the thread. Typically, that’s one of these:
- a reply from a staff member with the “official” word on the topic
- replies related to the answer earlier/later in the thread that are helpful context to understand
- Example - earlier:
- “Try xyz...” ← highlighted
- “that’s not working, i’m getting {error}”
- “Oh you need to also do abc...” ← marked as answer
- Example later:
- “Try xyz...” ← marked as answer
- “does that also work if I want to {additional requirement}?”
- “yes, just add {additional instructions}” ← highlighted
- Example - earlier:
+9I use it sparingly, but have an idea in my personal backlog to gamify it in the future if/when this idea is delivered:
If I had that, I’d probably use it more frequently as a reward for high quality replies that are not the marked answer and/or for conversation replies that add value to the thread. I’d then automate awarding a set amount of bonus points.
(Technically, I could do this using the Reported webhook on the front end (then conditions based on the reason they input), but I don’t love that workflow for me as an admin, and I don’t think I want to open this up to end users being able to report a post and highlight it.)
So for now, I just use it when there’s a reply worth calling out in the thread. Typically, that’s one of these:
- a reply from a staff member with the “official” word on the topic
- replies related to the answer earlier/later in the thread that are helpful context to understand
- Example - earlier:
- “Try xyz...” ← highlighted
- “that’s not working, i’m getting {error}”
- “Oh you need to also do abc...” ← marked as answer
- Example later:
- “Try xyz...” ← marked as answer
- “does that also work if I want to {additional requirement}?”
- “yes, just add {additional instructions}” ← highlighted
- Example - earlier:
Thanks Danny!
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.