Moderating end-user content

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<p class="p">When you enable content moderation, all new and edited end-user content is sent to a queue to be
reviewed by a Knowledge admin before being published in your help center. You
can choose to have all end-user posts and comments sent to the queue or only
end-user content that contain specific words.</p>
<p class="p">Content that appears in the moderation queue is not published directly to your
help center. You must approve or reject it. Content from end-users you've
previously approved is also sent to the moderation queue.</p>
<p class="p">You must be a Knowledge admin to enable content moderation.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_f35_qns_l4__ul_qpc_3qq_4y">
<li class="li"><a class="xref" href="#topic_bkn_y3n_qx">Enabling content
moderation for your help center</a></li>
<li class="li"><a class="xref" href="#topic_ll5_1k4_qx">Receiving
notifications for posts in the content moderation
queue</a></li>
<li class="li"><a class="xref" href="#topic_bxd_z3n_qx">Reviewing content
in the content moderation queue</a></li>
</ul>
</div>
<div class="p">Related article: <ul class="ul" id="topic_f35_qns_l4__ul_wll_blj_hbb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888801690-Filtering-spam-posts-in-Help-Center" target="_blank">Using the spam filter to prevent
spam in help center</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bkn_y3n_qx">
<h2 class="title topictitle2" id="ariaid-title2">Enabling content moderation for your help center</h2>
<div class="body">
<p class="p">When you enable content moderation for your help center, you can choose to have all end-user
posts and comments sent to the moderation queue or only select posts
and comments based on words. You must then approve or reject posts
that are sent to the moderation queue.</p>
<p class="p"><strong class="ph b">To enable content moderation</strong></p>
<div class="p">
<ol class="ol" id="topic_bkn_y3n_qx__ol_kzs_5ns_l4">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Settings</strong> (<img class="image" id="topic_bkn_y3n_qx__d7e84" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the sidebar.</span></li>
<li class="li">Select <strong class="ph b">Content moderation</strong>. </li>
<li class="li">Choose to either <strong class="ph b">Moderate words</strong> or <strong class="ph b">Moderate all content</strong>.<p class="p">If you choose to
moderate all content, then all new and edited
end-user posts and comments will be sent to a
moderation queue. If you choose to moderate
content based on words, only new and edited posts
and comments that contains the words you've
specified will be sent to the moderation
queue.</p>
<p class="p"><img class="image img-screenshot" id="topic_bkn_y3n_qx__image_fm1_ttx_hz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_settings_content_moderation.png" width="600"></p>
</li>
<li class="li">If you choose to moderate based on words, enter the words that must appear in a post or comment
for it to be sent to the moderation queue. <p class="p">The
keyword list has a limit of 15000 characters. Use
commas to separate multiple words.</p>
</li>
<li class="li">Click <strong class="ph b">Update</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ll5_1k4_qx">
<h2 class="title topictitle2" id="ariaid-title3">Receiving notifications for content in the moderation queue</h2>
<div class="body">
<p class="p">You can subscribe to the content moderation queue so that you are alerted when there are posts or
comments in the queue. The queue is checked every four hours, and if
there is content in the queue, you will receive an email
notification.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When you subscribe to the content moderation queue, you also subscribe to the spam
queue.</div>
</div>
<p class="p"><strong class="ph b">To receive notifications for the content moderation queue</strong></p>
<div class="p">
<ol class="ol" id="topic_ll5_1k4_qx__ol_3cc_pk4_qx">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Moderate content</strong>
(<img class="image" id="topic_ll5_1k4_qx__d7e35" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_moderate_content.png">) in the sidebar.</span><p class="p">The <strong class="ph b">User content</strong> tab opens.</p>
</li>
<li class="li">Click <strong class="ph b">Follow</strong> in the upper-right corner.<p class="p">You
will now receive a notification if there are posts
or comments in the content moderation queue when
it is checked every four hours. You will also
receive notifications for the spam queue.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bxd_z3n_qx">
<h2 class="title topictitle2" id="ariaid-title4">Reviewing user content in the content moderation queue</h2>
<div class="body">
<div class="p">When you have content moderation enabled, and an end-user creates a post
or comment that requires moderation, the following behavior
occurs:<ul class="ul" id="topic_bxd_z3n_qx__ul_k3m_g3q_g3b">
<li class="li">When the end user leaves a comment, they see a tag to
show that the comment is pending approval.<p class="p"><img class="image img-screenshot" id="topic_bxd_z3n_qx__image_xtx_j3q_g3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Guide_rob1.png"></p>
</li>
<li class="li">When the end-user adds a new post, they see a banner to
show the post is pending approval.<p class="p"><img class="image img-screenshot" id="topic_bxd_z3n_qx__image_b1d_p3q_g3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Guide_rob2.png" width="850"></p>
</li>
</ul>
</div>
<p class="p">You can approve posts and comments in the user content queue that you
want published in your help center, and you can reject or mark as
spam posts and comments that you do not want published. You must be
a Knowledge admin to moderate user content in the content moderation
queue.</p>
<p class="p">To manage your spam queue, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888801690#topic_okz_tkc_s4" target="_blank">Managing
your spam queue</a>.</p>
<p class="p"><strong class="ph b">To moderate user content in the queue</strong></p>
<div class="p">
<ol class="ol" id="topic_bxd_z3n_qx__ol_cst_1jn_qx">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Moderate content</strong>
(<img class="image" id="topic_bxd_z3n_qx__d7e35" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_moderate_content.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">User content</strong>.</li>
<li class="li">To take action on a post or comment, select the check
box next to it (or click the title), and click one
of the following:<ul class="ul" id="topic_bxd_z3n_qx__ul_nst_1jn_qx">
<li class="li">
<strong class="ph b">Approve</strong> to publish the post</li>
<li class="li">
<strong class="ph b">Reject</strong> to delete the post</li>
<li class="li">
<strong class="ph b">Mark as spam</strong> to move the post to your
spam queue </li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> The user that submitted the post or
comment is not notified of the action.</div>
</li>
</ol>
<img class="image img-screenshot" id="topic_bxd_z3n_qx__image_mcc_cpy_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_user_content_view.png" width="800">
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