A forum topic consists of the original post with a title and description, and a thread of replies below it. Any community member can reply. Moderators can mark one reply as the ‘Accepted Answer’, which is then highlighted at the top of the thread for easy visibility.
Forum topics are organised into categories (such as How-To, Feature Requests, Bug Reports) and can have tags. This organisation helps customers browse relevant discussions and allows moderators to filter topics by type for review.
If a forum topic reveals a genuine technical issue requiring backend investigation, moderators can escalate it to a Zoho Desk ticket. The ticket is linked to the forum topic, and when the issue is resolved, the moderator can update the forum topic with the solution.
A forum topic is an individual discussion thread in the Zoho Desk community forum. It contains an original question and replies from community members or agents, with one reply optionally marked as the Accepted Answer.
Yes. Moderators can escalate a forum topic to a Zoho Desk ticket when it reveals a technical issue needing investigation. The ticket links back to the forum topic, and the resolution can be posted to the thread for the wider community.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.