WordPress.org

Making WordPress.org

Opened 6 years ago

Closed 16 months ago

#165 closed enhancement (wontfix)

Add new status for support threads: "awaiting user's verification for resolution"

Reported by: Daedalon Owned by:
Milestone: Priority: low
Component: Support Forums Keywords:
Cc:

Description

Migrating from #wp24536:

WordPress.org support threads are currently often left by users in "not resolved" state even when commenting that the issue is fixed. "[ ] Mark this thread as resolved" below the comment box is not noticeable enough.

A new status should be added: "awaiting user's verification for resolution". This would be set by plugin support team members when they're providing user with an answer that is expected to solve the issue.

The comment box would then require the original poster to either accept or reject the resolution. The submission button would not be clickable before either one is selected.

The email notification that the original poster receives would also contain a request for action with links to either accept or reject the resolution. These would lead to the comment form that has the appropriate option selected.

comment 1:

Replying to Daedalon:

This reduces the time plugin authors spend in manually setting tickets resolved after users confirm the resolution but forget to set the status. The less time spent on support bureaucracy, the more time spent on development and the stronger the WordPress ecosystem.

Worth discussion with the support team.

Change History (6)

This ticket was mentioned in Slack in #meta by webdevmattcrom. View the logs.


4 years ago

#2 @SergeyBiryukov
4 years ago

#1343 was marked as a duplicate.

This ticket was mentioned in Slack in #forums by sergey. View the logs.


2 years ago

#4 @tferry
2 years ago

+1 to this. Seems tidier to me and helps separate out "silently resolved" topics from genuinely unresolved ones.

This ticket was mentioned in Slack in #forums by clorith. View the logs.


16 months ago

#6 @Clorith
16 months ago

  • Resolution set to wontfix
  • Status changed from new to closed

The introduction of new statuses like this feels much more like a ticketing-move, than a forum related one.

Users are also likely to get their reply via email notifications, and won't jump back on the forum for that specific issue.

It should be noted that plugin (and eventually theme) authors and representatives can mark threads in their own forums as resolved.

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