Pending Approval status - why is it randomly applied? Is anyone monitoring for this?
Randomly I see some thread replies going to "Pending Approval" status.
Is there any specific reason for this? (I can't so far see any obvious pattern)
Is anyone else seeing the same phenomenon?
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Hi Grant,
The system marked some posts and comments as spam. I have just approved the ones that weren't, so yours should be visible now. -
Hi Jesper,
Thanks for the feedback.
Was this happening without any indication provided to the administrators?
For some reason the Alias name in my profile disappeared as well. That was not an action that was knowingly taken by me.
Has the zen system somehow become unstable?
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Hi Grant,
We have a list of comments and posts that have been marked as spam, and it is usually empty, but the continuous improvements to the algorithm that determines what is suspected to be spam, led to an increase that we missed. The system learns from our input, so we try to keep up with it, but in this case, humans let the AI down.0 -
"Unfortunately, there's no whitelist feature in the content moderation tool. Even our community moderators' posts get caught in there on a regular basis. It's all based around a keyword filter, and will pull into moderation any post that contains any word in the filter.
For example, if the word "hell" is in the filter, any post with the word "hello" will get pulled into the queue, and approvals are a manual process requiring one of our team members to log in and review the content. The words that most commonly pull legitimate posts into the queue are "hello" and "documentation" so I can recommend avoiding those words.
We are working on getting additional coverage so that the queue is checked more frequently and apologize for the inconvenience."
BeO: The above is a quote from the company who provides the glorious forum software, they can't even separate words by blanks / whitespaces, everyone can judge by himself about the quality of this software.
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Hi Grant,
The login changed to single sign on? From that point the alias was not avaliable anymore, I had to set it.
I cannot post since Friday anymore, this is the 3rd time and this is always over weeksends, very fru st at ing. Very.
Don't know if this first posting comes through not with a new login.
Even the vendor of the Zendesk has this issue with its own software:
regards
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For me it seems random.
Some threads work ok then a post goes to Pending and all further posts seem to the the same for that particular conversation. But I may still be able to post to some other conversations.
I just cannot see a reason or a pattern to the way it works.
I considered creating a new ID but decided against it.
If I was to guess on this I would say it is very similar to a situation a friend of mine had several years ago with a number of his clients and an on-line order process supplied via a server barn. Part of the internet connection environment for the barn was a server operated by a major WWW backbone organisation. One of their major components - or at least the identification for it - had somehow been flagged up on a "possibly dangerous" list of internet addresses that was held on a random server somewhere in Germany (iirc). This is common. Most security checkers check several such list, independently compiled by different people/organisations around the world and one can control which ones on offer are to be used and have dynamic settings ignore outliers where some entries on a few lists disagree with the majority of other lists.
In his case one of the lists that was "on" happened to be on a server that had been switched off and disconnected several years previously. So the not very good list (when it was fresh) was now a very old not very good list.
Someone found the machine and plugged it in, wondering what was on it. It started up, they had a look round, discovered the server worked, maybe had an idea for making use of it, left it on and went on their next task not realising that it had any sort of security checking service associated with it. As it had never been removed from the list of server to check the security system started to use its (now very old) information once again. The backbone server address appeared as a "new threat" and so various security software applications at the server farm level blacked the address - which was now an integral part of a National internet comms backbone network.
The result was several days of havoc whilst many people spent a lot of time trying to work out what was happening. The cause was totally unpredictable and unannounced as a change to any configuration. Effectively invisible to investigators.
There was a rumour that the misidentified comms server MAY, at some point for a very brief period, have been involved with some testing program for virus trapping and tracking that might have seen it added to the list of the previously dormant server with the list in Germany - perhaps just before that server was shut off and the backbone router/server in the UK redeployed for its expected working life.
Assuming that the C1 Support ops are an integrated system run through Zen SaaS servers - which would be a logical way to operate - a similar sort of random false positive security issue might be understandable.
However, based on the link posted the suggestion of a word usage problem from Zen is inexcusable. Especially the two words mentioned when considering that their system is specifically aimed at Customer Support and in a technical environment.
Both words, in terms of creating a message, might be considered as clutter and excess to the needs of communicating something but possibly only in a machine to machine situation. Humans tend to like greetings and a feeling that someone, somewhere at some time knew enough about a subject to be able to create a written description of it.
If Zen really cannot work around that then at least they should introduce a warning that using a certain combination of characters is likely to be frowned upon by the AI code thus giving real human users an opportunity to modify the message.
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I can add myself here, had several posts in the past days that were not published with "Pending approval" remark. The answer I got from support today is unsatisfactory:
".... Some posts from any user might fall under moderation automatically by the system based on certain criteria.
Unfortunately, we cannot influence the process. However, I'll share your feedback with the team, so it gets taken into account...."It is unacceptable that PO uses a new forum tool which they apparently can't even master, apart from the terrible color scheme and other shortcomings.
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After numerous blocked posts in the past I haven't had this issue in the last months again. Maybe the AI gets confused when a user is posting in several different languages as you do? Or the German language is not yet learned adequately by the AI and needs to go back to school... ( in case you refer to your German posts).
Problem is, the forum's software relies on an 'entity' which is a beginner even though the forum is a productive system. Would we normally give a job to deliver goods with a truck to a beginner who is learning to drive? At least it needs close and timely supervision, also on weekends.
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No, it concerned posts in English as well as in German, no recognizable scheme, one day it was ok, the next day all my posts were blocked again.
It's sad since PO could have known and test this problem before, there are comments in Zendesk's own forum where posts were blocked this way. Maybe they've accepted it for other advantages in their eyes.
I find it questionable when a product which task it is to publish user contributions does exactly the opposite and blocks them and the operator is apparently not even able to prevent this. One would think that PO has its own great interest in a functioning forum, since we users also relieve them of work here. As a conclusion you’re right: „At least it needs close and timely supervision, also on weekends.“At the end of the day the old forum in my opinion was better in comparison so far.
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Because this lovely stuff doesn't allow for quoting:
"One would think that PO has its own great interest in a functioning forum, since we users also relieve them of work here"
That is definitely not the signal they are sending. In a series of support e-mails I was basically told that the Zendesk tool was instantiated to support their need to manage support requests, and that everything else was superfluous.
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"That is definitely not the signal they are sending. In a series of support e-mails I was basically told that the Zendesk tool was instantiated to support their need to manage support requests, and that everything else was superfluous."
That is the reason that any business would introduce Zendesk.
That is seems to have limited functionality included for anything much outside the needs of a helpdesk interface and some internal management and document creation and management (the FAQ pages and User Guides for example) is disappointing but this is by no means the first time I have experienced the Zendesk effect disrupting an existing User to User forum that was previously quite effective and inclusive.
There are many positives, in my opinion.
The FAQ section and User Guides previously mentioned, for example, and the ability to search across all content.
Handled well and given time to mature they could be very powerful and efficient provided people can be encouraged to use them first and the forum second. (If consistently well monitored and managed.)
The forum, however, seems to be hopelessly limited in many aspects.
If it is not limited in functionality but has some useful features excluded that would be very disappointing. In my opinion.
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