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Do your internal users post to your Ideas board?
Hi everyone, We currently only allow customers to post to our Ideas Board but we've had some questions from our Product team about whether internal staff users can post there too. Account Managers/Support team etc. are often given feedback directly from customers and they are wondering if they could post it to the Ideas…
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Managing PMs with multiple moderators? Strategy needed!
Hi All, How do you manage Private messages with multiple moderators? Do moderators sign up with their own accounts, or do you share an account? We are unclear how this works in Vanilla. We work in shifts, so it could be a sign off, but we like to be able to see all the PMs in one view, and be able to reply, whoever sees…
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Customer experience after SSO is setup
We are in the process of getting SSO setup internally so that customers can access our community directly from our app without the registration process. Once we have this setup, if an unregistered customer came to our community via a Google search or any way that's not the app, what does the registration process look like?…
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How do you track deflected tickets in your community?
Hi all - I wanted to probe this community to ask if anyone had any resources for tracking deflected support tickets in a meaningful way? Currently, we are tracking the no. of unique visitors to our community vs. the no. of unique users who submitted tickets in ZenDesk during the same period. Since launching our community,…
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Can I see the tutorials in a larger size?
Hi - I am trying to watch the tutorials on this page. I have my glasses on, but the tutorial is so tiny I can barely see it - can you send me these tutorials in a larger size? Thank you, Laurie
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Do you share your Product Roadmap in your community?
Hello! I'm wondering whether anyone shares their product roadmap in their community. If so, how do you share it, and what is your rationale behind sharing it? For context, we're currently revamping how we share our product roadmap with our customers, and using our community to do so is one option we're exploring. Thanks in…
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Guide the product team into supporting your community
A brand community is a special kind of community. All brand communities... aspire to serve both (1) members and (2) at least one organizational (brand) goal. Carrie Melissa Jones and Charles Vogl Linus Torvalds, the creator of the Linux operating system, once said, "a program is only as useful as its users find it…."…
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How do you close the loop on ideas?
Hello! Looking for some general advice and best practices on how to close the loop on ideas posted to the Community? For context, I'm a team of one and I'm trying to find an efficient way to loop back on older ideas once they have been solved/implemented. My current tactic is to make sure all ideas are properly tagged and…
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Identifying New Members
Hi all! I recently discovered the space to see a summary of activity occurring on my site, and had a question. When looking at new members, I can see the first 5 or 6 names, but if there were more that signed up, it simply says "plus 5 more". Is there a way to see who those 5 more were? I thought about a report that brings…
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Tracking 'time to first engagement'
Hi all! I am working on strengthening my metric tracking for 2023 and would love to be able to track how long it takes a new member to engage. I have played around with the report building tool and just haven't seemed to land on the right combination to pull that data. Has anyone been able to do this and if so, would you…
