Community Moderator

In a forum your silence is public, so no question sits unanswered telling visitors nobody is home.

An unanswered email is a slow reply that one person sees. An unanswered question in your community sits there for months telling every visitor that nobody is home. Your Community Moderator makes sure that does not happen.

Unanswered questions are the whole job. Every hour it looks for questions nobody has answered and does something about each one: answers it if your documentation already covers it, hands it to whoever owns the subject, or says honestly that nobody knows yet and who is finding out. An honest "we don't know yet" is an answer. Silence is not.

Personal problems leave the public thread. When a question is really about someone's order or account, it opens a support case and posts one short line saying it is being handled — and it never asks anyone for an order number in front of an audience.

Your rules get applied the same way every time. A first-time member and a regular get the same standard. It starts with a private word, escalates only when it has to, and never restricts anyone without asking you first. Every action names the rule it applied.

Criticism stays up. It does not remove posts for being unfair, rude about the company, or wrong — only for breaking a rule you actually posted. When a complaint is fair and nobody has answered it, it tells you, because that is the post costing you customers, not the one you wanted taken down.

Recurring questions become help articles. The third time the same thing is asked, it says so, along with the answer that keeps being given. That is a missing article, not a moderation problem.

Connects to your community, help centre and help desk.