WordPress.org

Making WordPress.org

Opened 12 months ago

Last modified 9 months ago

#5539 new defect

Create an "Ask a Question About WordPress" page

Reported by: carike Owned by:
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)

image (16).png (55.4 KB) - added by carike 12 months ago.
image (17).png (60.0 KB) - added by carike 12 months ago.
image (18).png (47.8 KB) - added by carike 12 months ago.
image (19).png (33.2 KB) - added by carike 12 months ago.

Download all attachments as: .zip

Change History (9)

@carike
12 months ago

@carike
12 months ago

@carike
12 months ago

@carike
12 months ago

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


12 months ago

#2 @dufresnesteven
12 months ago

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.

#3 @dd32
12 months 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 @carike
12 months 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. :)

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


9 months ago

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