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Opened 7 weeks ago

Last modified 5 weeks ago

#5542 new enhancement

Add a way to convert theme reports to support forum posts

Reported by: poena Owned by:
Milestone: Priority: normal
Component: Theme Directory Keywords:
Cc:

Description

Each theme in the directory has a support forum and a report button.

Sometimes the report button is used incorrectly for support questions.

These reports are replied to manually but it relies on the person who submitted the report
to create a new support issue or contact the theme author.

It would be good to have a way to convert the report to a support forum issue
alternatively forward the report directly to the theme author.

Change History (2)

#1 @dd32
7 weeks ago

As these reports are handled via HelpScout currently, do you have any suggestions on how this could be achieved?

Would it be better for all theme reports to be made as support threads for the theme, and flagged for review by the theme reviewers? This could also be combined with something like #5539

Thinking out loud, it could make sense for the reports to go to the support forums and be put into a pending-review state (as if moderated), if it's not something that the theme reviewers need to respond to (and it's a support request) it could instead be marked public and treated like all other support threads.

#2 @poena
5 weeks ago

Hi
I have not forgotten about this, only been busy.

I have since reconsidered and I think the first step before anything, should be to collect statistics on
how the report button is used. I can take on this task using the feedback data we have available right now.


What if the initial sorting was not done on HelpScout but in the Feedback section of the admin for make WordPress themes?

A visitors fills out a report.
The report is saved, and visible in the feedback section.

A moderator views the report and selects between:
Forward to HelpScout -> email is created and sent -> feedback item is deleted.
Create support question -> Links to the theme support forum topic creation, with information prefilled.
(Trash / Spam / Edit)

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