We decided a few weeks ago to move all new forum activity to our Zendesk account. We did this for several reasons, which I'll note briefly below:
- Zendesk gives us the ability to quickly move forums threads/posts into tickets with its two-way "Ticket-to-Article Integration"
- The new Zendesk forums allow us and users to upload image snapshots to their forum post, tag their forums (for better searching), and rate forum "articles."
- Zendesk has a nice full-text search capability for "related topics" and its core search functionality that provides topics that can help users find what they need more easily and quickly.
- We can scale more easily with Zendesk and new features added over the coming months and well into 2012 and beyond.
Let us know your thoughts on our new forums home. Our goal is to better support themes and the forums and we felt like we truly needed a more robust system to handle what's to come!