Working With News Feeds

The News Feed component on the Desktop contains feeds that can contain discussion posts entered via news feeds on the iSupport Desktop and mySupport portals and/or entries for work item updates. See Configuring News Feeds for configuration information.

Use the Auto Refresh On link at the top of a feed to stop the news feed from automatically refreshing (but replies and your posts will still appear). The pause will be released when you manually refresh the component, create a post, or when the page is reloaded.

News feeds are listed in the dropdown by support representative group or by support representative. Right-click on a news feed in the list to add to your Favorite Feeds folder.

Work item entries contain updates for incidents, problems, changes, and purchases; support representatives with the Update via News Feed permission can use the Update Customer Work History link to add work history to the item.

Discussion posts are entered by support representatives in news feeds on the iSupport Desktop and by customers in news feeds on the mySupport portal.

News feeds that contain only discussion posts will include a search field for performing a literal (but not case sensitive) search for a character string within all posts in the feed; click the Filter icon to refine the search by support representative or customer. Use the Add Condition and Remove Condition icons to add or remove search filters. You can click on a customer’s avatar or name to open the customer’s Profile record.

If enabled, you can create a poll-type post with radio button response options in discussion-only news feeds on the Desktop and mySupport portal. Poll posts will display only to authenticated users, and only support representatives with Discussion Administrator permission can create a poll-type post. A user can only vote once. After a user selects a response, results will appear in a graph. Create a poll post via the New Discussion Feed Post dialog; select Yes in the Poll field and enter answer options in the area below the post, separating each with a comma.
Click the Like or Dislike icons to register a like or dislike; you can click on the icon again to withdraw it. You can display the names of support representatives and customers who have liked and disliked discussion posts by hovering over the Like or Dislike icons; this popup will not appear if Anonymous Likes or Anonymous Dislikes is enabled for discussion posts in the News Feed Designer.
On both the Desktop and the mySupport portal, feeds include an icon in the header for subscribing to a digest email of discussion activity that can be sent daily or weekly. It is sent on the schedule of the Discussion Digest agent that is configured via the Global tab in the Agents screen. The email will list the number of new posts and replies for the day or week, as well as a link to the discussion feed. It is sent on the schedule of the Discussion Digest agent. The email will list the number of new posts and replies for the day or week, as well as a link to the discussion feed. Use the Send Email After New Post option to enable an email to be sent every time a new post is added to the feed; you can customize this notification.
Use the following options on the discussion post menu :
The Delete and Remove options appear if you have Discussion Feed Administrator access and the Allow Post Deletion and Allow Post Removal options are configured. Deletion will delete the post entirely; removal will hide a post from other participants viewing the feed but the post will be available in discussion feed views. The text "This post has been removed due to content that violates our user guidelines" will appear in place of the entry; this text can be changed for the mySupport portal via the Resource Editor. If you do not have Discussion Feed Administrator access, you will not be able to delete your own post. An administrator can remove or delete a post via the Discussion Post Management screen. A customer can remove a post that they created if there is no reply; this will delete the post entirely.
The Create Incident option appears for posts submitted by customers via the mySupport portal; select to open the Incident screen with the customer selected and the post in the Description field.
The Follow This Post option enables an email notification to be sent when someone replies to the post. Notification content is selected in the Rep Follow Notification and Customer Follow Notification fields in the Discussion Posts section in the News Feed Designer. The Follow option is also included in the Create Discussion Post dialog; a Default for Follow Option on Discussion Posts field is included in the Preferences screen (accessed via the Desktop menu) for setting a default for the Follow option in the Create Discussion Post dialog and in the Reply field on a discussion feed. An Author Following icon will appear when a discussion post author follows a post that they have submitted.
The Move This Post option appears if you have the Discussion Feed Administrator designation in your Support Representative Profile record and the Allow Move option is selected in the News Feed Designer. An email will be sent to the author of the post with the post creation date/time, previous feed and new discussion feed in which the post is now included, and the post content.
The Share This Post option appears share a discussion post via email. The Correspondence screen will appear to the support representative for using include fields for inserting information related to the discussion post. Customers share discussion posts on the mySupport portal via the Share This Post icon; the customer’s mail client will appear with the content of the post and a link to the post.
The Get Share Link option appears if the Allow Rep Share option is configured for the news feed. It displays a Discussion Post Share Link dialog for copying a link to a post to the clipboard.
The Merge This Post option will move a post under another post. After selecting Merge This Post on the post menu, a search dialog will appear with other posts in the feed. Click the date/time link to select the post to which the current post should be moved. Any replies to a post are also moved.
The Disallow Replies to This Post option will prevent the Reply link from appearing on a post.
The Pin This Post option appears on the discussion post menu if you are designated as a Discussion Administrator in your support representative profile; this option retains the post at the top of the feed for you and others viewing the feed. A pin icon will appear on pinned posts.
The Edit This Post option appears for 15 minutes after a post is entered, if a reply has not been posted. Customers edit discussion posts on the mySupport portal via an Edit icon.
A Create Knowledge Entry option will appear to enable creation of a new knowledge entry from a discussion post. The post will be included in the knowledge entry Description field, and the most recent reply will be included in the Resolution field.