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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Let customers discuss topics, share answers and report inappropriate content. Where to find it: Community → Topics, Reports and Portal

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Before you start

  • A community configured for the brand and environment.
  • Community moderation permission to manage discussions.

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Steps

1
Open Community and select the relevant community. Review its portal configuration and categories.
2
Set each category’s intended audience before inviting customers. Public categories can be read without sign-in; restricted categories require the appropriate access.
3
Customers sign in to post topics, replies and attachments. Review topics and mark an appropriate visible reply as an accepted answer.
4
Use Reports to investigate flagged content. Hide or restore content, lock discussions or suspend participants when appropriate.
5
Escalate a topic requiring private assistance to a ticket, selecting only the relevant visible replies and the correct inbox and published ticket type.

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Example

A setup question gets a useful community answer; an account-specific problem becomes a private ticket.

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Things to know

  • Internal ticket updates are not automatically posted back into the community.
  • No community configured means the selected brand/environment has no community yet; an administrator must configure it.

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What happens next

Customers can help one another while staff moderate public discussion and move private issues into support.

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If something goes wrong

  • Posting unavailable: confirm customer verification, category access and participant status.
  • Escalation unavailable: check ticket creation permission and an eligible inbox and ticket type.

Offer a customer support portal

Let customers read help articles, submit requests and follow their own conversations.

Create and follow a ticket

Track requests that need structured information and a clear lifecycle.