Comments on Entries
Comments allow visitors to the knowledge base to discuss under entries. They can add questions, suggestions, or remarks.
Moderation
Comments may require approval before publication. Moderation modes:
- All approved - every comment requires acceptance
- Guests approved - comments from non-logged-in users require acceptance
- Users approved - comments from logged-in users do not require acceptance
- No moderation - everything is published automatically
Public Comments
Non-logged-in visitors can add comments by providing a name and email. These comments are subject to moderation.
Comment Fields
Each comment has several fields controlling its visibility and status:
Approved (accepted)
The accepted field determines whether a comment is publicly visible. If the knowledge base has moderation enabled, new comments arrive as unapproved and wait for operator acceptance. An operator can approve a comment with the “Approve” button or revoke approval with the “Revoke approval” button. Unapproved comments are visible only to operators.
Visible Only to Operators (private)
The private field hides the comment from the public knowledge base. A comment with the private flag is visible only to logged-in operators. Useful, e.g., for internal notes under an entry.
Moderation Status (moderation_status)
The moderation_status field indicates the comment’s moderation stage. Possible values:
- Pending - the comment is awaiting a moderator’s decision
- Approved - the comment passed moderation positively
- Rejected - the comment was rejected
Moderation status is independent of accepted. The accepted field controls visibility, while moderation_status allows tracking the moderation workflow. Changing the moderation status is available only to operators with comment administrator permissions.
Managing Comments
- Approving / rejecting - the moderator decides on publication
- Hiding - the comment is visible only to operators
- Replies - comments can be nested (reply to a comment)
- Pinning - in forum mode, a comment can be pinned as the main answer
Creating a Ticket from a Comment
When the Helpdesk module is enabled in the account, a linked ticket can be created from a comment. On the comment page, there’s a “Create ticket” button that opens a new ticket form with pre-filled data (content, author’s email). The created ticket is linked to the comment and visible both in the comment details and on the ticket list (as a badge with the source).
Attachments
Files can be attached to comments - photos and documents.
Forum Mode
A knowledge base can function as a forum - in that case comments serve as answers to entries. Comments can be marked as “answer” and the best one can be pinned.