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Opened 11 months ago

Last modified 10 months ago

#3712 new enhancement

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

Reported by: 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 (4)

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


11 months ago

#2 @Otto42
11 months 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
10 months 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
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