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
- Click on the + buttom to the left
- 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.
