Opened 4 years ago
Last modified 4 years ago
#3712 new enhancement
Identify unresolved topics when the last reply is from a support role
Reported by: |
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Owned by: | |
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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 (4)
This ticket was mentioned in Slack in #forums by tacoverdo. View the logs.
4 years ago
#3
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4 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
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.