We are happy to bring you a new feature that allows end-users to report content and includes a new moderation overview in Control with a more robust moderation flow of the reported content submitted by community users.
One of the main focus points for a community team is to ensure that the information shared on the Customer Hub is relevant and accurate and that all user interactions are appropriate. In that context, we want to empower community members to help as an extra pair of eyes and make significant improvements to the community content.
The Reported Content Feature allows community members to notify and escalate content to moderators for review. This content could include posts that were not caught by the spam checker or are considered an inappropriate or unprofessional interaction, or the content needs updating or is inaccurate.
The New Reported Content Feature - Key Highlights
- In comparison to the old “flagging feature” you might be familiar with, the new Report Content Feature allows users to report Ideas, replies on Ideas, and Product Updates to moderators.
- Furthermore, moderators can see the report reasons submitted by community users when viewing the topic moderation page in Control.
- Another great improvement for moderators is the ability to send a private message to the user(s) who reported a post when they resolve the report directly from the topic page. The message is pre-filled and can be edited by the moderator as they see fit or sent as is.
- Lastly, moderators can now bulk-resolve reported content from the overview when they assess multiple topics that do not need individual moderation. There is also a corresponding public API endpoint to enable additional workflows, but please note that the API call does not send out private messages to reporters.
We hope this new version of the flagging feature empowers community members to more easily escalate content for moderators to review and simplifies the moderators’ workflow of handling reported content, as well as streamlines the communication between the two, making your communities a safe and professional space for everyone to enjoy, share and consume information from!
Good to know:
- A private message is automatically sent to the reporter when the moderator ‘resolves’ the reported content. This private message cannot be skipped but can be edited.
- For questions, conversations, and articles, the topic moderation page needs to be manually refreshed to not show ‘Reported’ anymore once moderators have resolved content - we’re working on a new page that will not have his issue
- If a moderator trashes reported content without resolving it first, the content will still appear in the Reported Content Overview Page. Moderators should resolve the content first and then trash it.
- Please note that the Reported Content Overview Page is replacing the deprecated Flagged Overview Page. All reports made by end-users will thus go to the Reported Content Overview Page, and will no longer appear on the Flagged Overview Page.
For more details on how this new feature works, please read our short guide in this article.
As always, we would love to hear your thoughts and feedback in the comments!
