Making WordPress.org

Opened 5 years ago

Last modified 9 months ago

#3712 new enhancement

Identify unresolved topics when the last reply is from a support role

Reported by: amboutwe's profile amboutwe Owned by:
Milestone: Priority: normal
Component: Support Forums Keywords:
Cc:

Description

When a plugin/theme has multiple users with support roles, there is no way to know if a colleague was the last reply on a unresolved topic. Therefore, each team member must open each unresolved topic to check if it needs action.

Resolved topics have a green check in the topic list and a 'Resolved' flag on individual topics so I propose that a similar icon and flag be added to highlight topics where the last reply is from a user with support role for the plugin/theme. Perhaps 'Pending', 'Awaiting Reply' or something similar.

This will help support teams respond to more topics in the same amount of time as they will no longer need to open/scroll through every topic on every page.

Change History (7)

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


5 years ago

#2 @Otto42
5 years ago

I don't like the idea of icons here, but maybe color coding? Only visible to other support role users? And possibly mods and such as well.

#3 @TacoVerdo
5 years ago

I prefer the idea of color coding too. Imho the coding should only visible to users to have 'rights' on that specific forum, so support staff, contributors and committers.

Possible colors:

  • Green: resolved ticket
  • Yellow: last reply by user with rights on that forum
  • Orange: last reply by any other user (less than 48 hours old)
  • Red: last reply by any other user (48+ hours old)
  • Blue: last reply by a forum mod

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


9 months ago

#6 @mrfoxtalbot
9 months ago

When a plugin/theme has multiple users with support roles, there is no way to know if a colleague was the last reply on a unresolved topic. Therefore, each team member must open each unresolved topic to check if it needs action.

@amboutwe, is this still an issue? I am asking because the current view shows who the last replier on each thread was.

#7 @amboutwe
9 months ago

Yes, this is still an issue. Some users might recognize their colleagues' usernames, especially if the team is small enough. But many likely don't know everyone for larger teams or if they're new. I wrote a small JavaScript that checks the last post column, and if a specific username appears, the script highlights the row in a khaki color.

With the highlighter and my custom script, I can instantly know which topic I need to open and handle next. Without the scripts, I must open each one and check for the 'Plugin support' tag.

Images
No customization: https://drive.google.com/file/d/1rXsALFetUaIW9SHOdbSQL7ET07MyIdSR/view
+ Highlighter script: https://drive.google.com/file/d/1raMrtxKP_1VgSeF0P1kAOUcbXvDwoSCN/view
+ Custom script: https://drive.google.com/file/d/1raNPx4bl02RoaVu5VsM_IIp3-ZIUpWIj/view

Last edited 9 months ago by amboutwe (previous) (diff)
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