Sorting and filtering out discussions

This article will explore various sorting functions available in your Helprace community.

We will explore sorting options for every user role as they are slightly different:

Sorting options for the end-user

Open up your User Portal. It is located at http://yourcompany.helprace.com

If you don't have any spaces set up, you can select one of the channels from the main menu on the left. Let's select Questions.

You will be taken to the channel page. In this case, questions are sorted by default by Frequently Asked.

The table below lists sorting options viewable to a registered user who's logged in:

Channel Sorting option Description
Updates Hot Modified within the last 7 days, starting with most recent
New Topic creation date, newest
Activity Activity feed of all changes in the channel
Knowledge Base None Set in the admin panel by staff members
Questions       My Submitted by the user currently logged in
Hot Modified within the last 7 days, starting with most recent
New Haven't been addressed at all
Frequently Asked Most upvoted
Answered Have been answered
Unanswered Haven't been answered
Activity Activity feed of all changes in the channel
Ideas      My Submitted by the user currenlty logged in
Hot Modified within the last 7 days, starting with most recent
Top Most upvoted
New Haven't been addressed at all
Accepted Planned or Started ideas
Closed Completed or Declined ideas
Activity Activity feed of all changes in the channel
Problems        My Submitted by the user currenlty logged in
Hot Modified within the last 7 days, starting with most recent
New Haven't been addressed at all
Common Most upvoted
Acknowledged Status set to "Ackgnowledged"
In Progress Status set to "In Progress"
Solved Status set to "Solved"
Activity Activity feed of all changes in the channel
Praise  My Submitted by the user currenlty logged in
Hot Modified within the last 7 days, starting with most recent
New Topic creation date, newest
Activity Activity feed of all changes in the channel
All Topics My Submitted by the user currenlty logged in
Hot Modified within the last 7 days, starting with most recent
New Topic creation date, newest
Top Most upvoted
Activity Activity feed of all changes in the channel

Sorting and filtering options for the agent

When accessing the community via the User Portal, staff members have all sorting options available to them listed above.

When accessing the community via the admin panel, agents can sort topics via the lighting bolt button beside the search bar. There are additional filters that allow agents to address customer requests more efficiently:

  • Items with a specific status. In the example below, Questions can be filtered by Unanswered or Answered.
  • Items without any replies
  • Items without staff replies
  • Items you created, replied to or voted for

To access your community in the admin panel, click on the Community button in the header and then select a channel.

To learn more about participating in the community, see Posting in the community as an agent

Sorting by default (owners and admins)

Only logged-in owners and admins are able to change the default sorting characteristics in Helprace. To do this, follow these steps:

  1. Open your admin panel and click on the Settings tab at the top of the page
  2. Click on Space Home Page under the General section.



  3. Although these settings apply to the Space Home Page, the sorting characteristics you set for your channels will be in effect throughout your User Portal. The table below lists every channel's default sorting options:

    Channel Default sorting by
          Updates Hot
    New
          Knowledge Base None
          Questions Hot
    New
    Frequently Asked
    Answered
          Ideas Hot
    Top
    New
          Problems Hot
    New
    Common
          Praise Hot
    New

4. Once you've made your changes, click Save.

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