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

[amboutwe]

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.

[Otto42]

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.

[TacoVerdo]

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

[SergeyBiryukov]

Related: #165, #1343.

[mrfoxtalbot]

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.

[amboutwe]

Yes, this is still an issue. You probably recognize your colleagues' usernames if the team is small enough. But you likely don't know everyone for larger teams or if you're a new colleague. 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