Executive Summary
ZKsync Community Activation Pilot Program tests governance-led funding for ongoing community initiatives (ZK Amigos, ZKnomist, Online Educators) and a Community RFP Pilot.
The primary deliverables of the Online Educators program are time to incident identification and escalation, bi-annual UX feedback reports, and time to resolve user queries.
Beyond these core deliverables, the four educators contributed to new user onboarding, Discord server maintenance and moderation, community security, support for community events, writing and sharing the latest updates, and cross-community coordination.
key deliverables
Based on the pilot program’s design, the key deliverables for the Online ZKsync Educators in Season 1 include:
-
Time to incident identification and escalation.
-
Bi-annual UX feedback reports.
-
Time to resolve user queries.
Key activities completed
24/7 end-user support across time zones/languages
-
Promptly address user inquiries regarding Bridge, wallets, interactions, and other common.
-
questions or concerns about the ZKsync ecosystem.
-
Systematically gather user feedback and suggestions.
-
Minimize disruption by efficiently handling repetitive and low-quality questions
Discord Server Maintenance and Security Assurance
-
Continuously monitor the operational status of Discord servers.
-
Proactively identify and ban scam accounts.
-
Achieved this quarter: 0 security incidents, 0 incidents of users being scammed
Time to incident identification and escalation
-
Rapidly identify issues impacting users; escalate critical or unresolvable issues within 5–30 minutes.
-
Assist the team in efficiently gathering user feedback.
Bi-annual UX feedback reports
Time to resolve user queries
Most user queries receive an initial response or resolution within 20 minutes.
Promote and support the development of four language communities such as Turkish, Indian, Indonesian and Chinese
-
Provide ongoing support for the daily operations and discussions within language communities.
-
Help lower the barriers for non-English users to understand and participate in the ZKsync ecosystem.
-
Translate all official announcements into Chinese and sync them with the Chinese community
Assist The ZKnomist in organizing the weekly X Space about the ZKsync ecosystem
-
10 sessions of ZKsync Community Sync
-
13 sessions of Elastic Network Ecosystem Update
Writing and sharing the latest updates
Wrote and shared 75 updates, keeping the community up to date with announcements, events, and news.
Relevant stats
| Column 1 | Column 2 | Column 3 |
|---|---|---|
| Types of Work | Content | Specific data or examples |
| User Support | 24/7 end-user support across time zones/languages | 8842 messages (Sep 2025–Jan 2026) |
| Proactively identifying and manually banning scam accounts | As of January 30, 670+ accounts banned, zero security incidents | Discord |
| Time to incident identification and escalation | Reduced from 2 hours to 5–30 minutes | |
| Provide suggestions and feedback | 30+ | For example: issues with withdrawal transactions, governance feedback, etc. |
| Bi-annual UX feedback reports | Completed | Notion |
| Time to resolve user queries | Instant - within 1 hour | |
| Assist in organizing weekly AMAs | 10 sessions of ZKsync Community Sync 13 sessions of Elastic Network Ecosystem Update | Discord Discord |
| Writing and sharing the latest updates | Announcements, events, news, and other items totaling 75 entries | Discord |
In Season 1, some of the challenges and constraints faced
1. The sluggish market environment places greater demands on long-term planning, Discord user growth and activity.
2. The ZKsync ecosystem has expanded from a single Era network to Elastic Chain and Prividium, with technological advancements to Airbender, Atlas, and beyond, presenting new challenges for educational content and support scope.
3. Each Elastic Chain protocol community operates independently, with insufficient communication and collaboration currently in place.
Based on the above circumstances, the key lessons learned by Online Educators during Season 1 include:
-
Community education and support require a high degree of flexibility and a solid foundation of ZKsync knowledge to adapt to the evolving structure of the ZKsync ecosystem.
-
Expanding beyond the singular ZKsync Era perspective to encompass the broader ecosystem encompassing Elastic Chain, Prividium, and others
-
Strengthen communication and collaboration with other Elastic Chain communities and project teams to enhance the efficiency and influence of the ZKsync ecosystem.
Impact assessment
-
Incident identification and escalation time reduction，Reduced from 2 hours to 5–30 minutes.
-
User queries receive fast, high-quality responses. User experience is excellent.
-
The community offers enhanced security, protecting users from scams.
-
Achieved positive results in community collaboration.
Areas for Improvement
-
Enhanced knowledge reserves on ZKsync to adapt to the evolution of the ecosystem structure.
-
Proactively integrate into other elastic chain communities to strengthen communication and connections.
-
Assist The ZKnomist and the language community in continuously driving the expansion of the ZKsync community.
-
Develop a long-term strategy: How to grow community users and enhance community Activity.