Opened 4 years ago
Last modified 4 years ago
#5539 new defect (bug)
Create an "Ask a Question About WordPress" page
Reported by: |
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Owned by: | |
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Milestone: | Priority: | normal | |
Component: | General | Keywords: | |
Cc: |
Description
The Problem:
Initially the first result on Google for the phrase "Ask a Question About WordPress" lead to a defunct plugin forum (see #5238).
Users are not always sure where they should be asking their questions and this sometimes leads to friction when someone creates a Core / Meta ticket, or if they ask for help on Slack.
The Proposed Solution:
Create a "Ask a Question About WordPress" page on WordPress.org
This page should use JavaScript to make an interactive decision-tree.
Such a page could also be re-purposed as a custom 404 page (or could be redirected to) and was originally intended to be repurposed as a Lesson Plan as well.
Similar, but customized approaches could be followed when a user is creating a topic on the Forums (@clorith as created a small demo of how this could work).
Attached is the original rough outline of what the decision tree could look like.
Some expansion (e.g. "I do not know" as an extra option for some questions) is still needed.
Attachments (4)
Change History (9)
This ticket was mentioned in Slack in #forums by carike. View the logs.
4 years ago
#3
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4 years ago
Related: #5536 - Ask for the plugin/theme that a support thread refers to during the creation flow, to ensure the ticket lands in the most appropriate place.
#4
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4 years ago
So whatever the solution for this problem is, ands it's definitely a problem, it would be nice if we keep the human "first" interaction feel.
I completely agree with keeping as much human interaction as possible.
That is partially why the flowchart does not really include actual troubleshooting steps (although giving users the option of doing that in an automated fashion does have its advantages, so been thinking about that).
The current form of the flow chart is largely due to the fragmented platforms we run on .org.
So, the goal is to get a user to the RIGHT people ASAP. (Which should also help reduce volunteer burnout to an extent.)
Think of it more as a switchboard than a chatbot. :)
I have no problem with this solution but just want to add an anecdote...
What is great about the WordPress community is that there are actual, kind people there to help. I find when a Company/Community seems really concerned with triaging my question, I can expect a fairly disconnected impersonal response from the other side. Chatbots and other AI tools are coming along to help with the triaging, but I still always have a better experience when some "person" is there to help me as early as possible. So whatever the solution for this problem is, ands it's definitely a problem, it would be nice if we keep the human "first" interaction feel.