Before I open a support ticket, I'm hoping this is user error and can be explained easily. When I go to Community Analytics > Content and see my boards listed, on that front page I see a 'Product' board with 150k page views. When I click on that product board, and it lists out all my boards within that, the top number in Analytics is 147k. Can anyone let me know how there is a 3k difference? I've included some pics if that helps... Analytics > Content > Product board Analytics > Content
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Hi Khoros fam! My community is primarily used for support -- helping a customer with troubleshooting and basic questions about their device. I'm toying around with having my moderators being able to continue supporting the customer through a private ticket if 'public' troubleshooting doesn't help.. i.e. information you can find on help center. Pros: -Still decreases overall costs to CS -Moderators are more experienced in TS than tier 1 support (sometimes - not always) Cons: -Does this decrease the overall feel of the forum and promotion peer - to - peer assistance? -Would this backfire and cause an increase in posts for 1:1 troubleshooting vs the customer looking at the resources provided, i.e. search bar in community, in depth help articles on community, support page on website. Thoughts? Any one experience something similar? Thank you!
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