Community in the admin panel

Your staff members are given full access to community discussions via the user portal. This way, agents can jump into discussions in real time and offer their insight with ease.

In this article, you'll learn how to post in your community as an agent from the Admin Panel.

Adding a new topic

  1. Click on the + buttom to the left
  2. Select   Topic

Topic options

There are many things you can do to a topic:

  • post on behalf of user
  • edit, move, delete, spam topic
  • set status of topic
  • add, view, edit, remove replies
  • mark best reply
  • close to replies
  • add, view, edit, remove votes and voters
  • add, view, edit, remove followers
  • view related topics and merge into them
  • view on portal, copy portal link

The same thing is available in Topic list view

And bulk actions:

  • move to
  • spam
  • delete

You can also view the activity of all your topics as well by going to the Activity section. You can also enable the moderation option.

Editing an existing topic

Suppose you want to find requests that didn't receive a reply from a staff member yet. Your Helprace has a list of quick-reference filters beside the search bar marked by a lightning bolt. Here are the community filtering options.

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

Only staff members are able to mark replies as best. This pushes the most relevant and informative answer to the top of each thread. 

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