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# Community moderator tools - Handbook

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# Community moderator tools - Handbook

Community moderator is a role we give to a small number of trusted community members. It is not the same as the staff moderator role that PostHog team members get.

**These tools work on the forum at [/questions](/questions.md).** They do not cover Discord. Discord moderation is separate and this role does not include it yet.

The job is to help uphold our [code of conduct](/docs/contribute/code-of-conduct.md). The tools below are how you do that in practice, and the standards in that document are what you are applying when you use them.

If you are looking for how to write a good answer rather than how to moderate one, read [answering community questions](/handbook/community/questions.md).

This page is the guide we send to new community moderators.[](/teams/builder-relations.md)

[](/teams/builder-relations.md)

[

](/teams/builder-relations.md)

[Builder Relations Team

Builder Relations Team](/teams/builder-relations.md) owns it.

## What community mods can do

| Action | Where to find it |
| --- | --- |
| Mark a reply as the solution, and undo it | On each reply |
| Add or remove forum topics | Moderator tools panel, below the question |
| Hide a reply, or make it visible again | On each reply |
| Archive or restore a thread | Top of the thread |
| Escalate a thread to PostHog | Moderator tools panel |

You also see things other people cannot. Hidden replies are visible to you with a note that says only moderators can see them. Treat what you find there as private.

Every action you take is recorded with your name. We review the log now and then. It is there to back you up when someone questions a decision, not to call you out.

## Mark as solution

This is the most valuable thing you can do. Solutions show up in search, and they stop the next person from asking the same question.

**We want the person who asked to mark their own solution.** They know whether it actually solved their problem. You do not.

So the order is: nudge first, mark second. Reply and ask if that answer worked for them. Give them time to come back.

Rules for when you do mark it yourself:

-   **Wait a few days.** Do not mark a solution the same day a reply lands, and never within a few hours of it. The person who asked deserves the chance to answer first.
-   **Only mark it if you are confident it solves the question.** "Max AI said it" is not confidence. Neither is "looks good to me." If you have not read the answer closely enough to know it is right, you are not ready to mark it.
-   **Do not mark your own reply as the solution.** Ask another moderator to check it instead.

If you are unsure, ask. Post the thread in the `#forum-clean-up` channel in Discord, or in [#team-builder-relations](https://posthog.slack.com/archives/C0AB78YBCNA) if you are on the PostHog team, with something like: "I think this reply answers the question and nobody has replied in a few days. Can I get a sanity check before I mark it solved?"

## Forum topics

You can add and remove the topics on a thread. Use it when a thread is untagged or tagged wrong.

Tag what the question is about, not the product the person happens to use. Two or three accurate topics are better than six vague ones.

**The topic list is a work in progress.** We are reorganizing it, so expect it to change. If you see questions that do not fit any current topic, tell us. That feedback is more useful to us than the tagging itself.

## Hide a reply

Hiding takes a reply out of public view. It does not delete it, and you can put it back.

Use it for spam, promotion, abuse, or a reply that exposes private data such as an API key or customer information.

Do not use it on a reply that is only wrong. Reply and correct it instead. A wrong answer with a correction under it helps the next reader more than a gap does.

If it is urgent, such as leaked credentials or targeted abuse, hide it first and flag it in Discord straight after.

## Archive a thread

Archiving removes a thread from the forum listings and from search. It also turns off the reply box, so nobody can add to the thread again. Anyone with the original link can still read it, including the person who asked.

Archive a thread when it is spam, when it is not a real question, or when it is a duplicate.

**For duplicates, reply first.** Post a link to the thread that has the answer, then archive. The person who asked can still open their thread and follow your link, but they cannot reply to you once it is archived, so the link has to be there before you archive and it has to be the right one.

Only do this when you are sure. If the two threads are merely similar, or the older one is unanswered as well, leave both alone and link them in a reply instead.

Do not archive a thread because it is old or unanswered. Unanswered questions are a signal we track, not clutter.

## Escalate to PostHog

This button tells PostHog to pay attention to a thread.

Use it when:

-   The thread looks like a real bug.
-   Someone needs account or billing help that only PostHog can give.
-   PostHog should answer directly. Things like questions about where we stand on something, or what we are doing internally. Do not speak on behalf of PostHog.

## Getting the role

Ask in Discord or email [community@posthog.com](mailto:community@posthog.com). We give the role to people who already answer questions well and often.

PostHog team members do not need this role. See [answering community questions](/handbook/community/questions.md) instead.

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