Discussion Resolutions.
I'm a bit mystified by the failure to see a Resolution in many Discussions. So often a Discussion is taken offline and then the Resolution is never posted.
In fact, today I went back to post a Resolution to an offline dialog that I was involved in. However, when I opened the Discussion, I found it had already been closed. I find this frustrating because I haven't even reported the current status in our offline dialog; i.e. discussion was closed prior to our offline dialog being resolved.
When I search for issues in the forum, I don't want to simply hear about others having an issue and then seeing the discussion taken offline. I want to see the resolution!
Doesn't it take up more of our time and staff time to have to work through every issue offline? Wouldn't we learn more and help more if we could see and point others to resolutions?
I understand that some cases might be embarrassing or sensitive. So let them be the exception where the resolution isn't posted; but let us see the details for everything else.
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Comments
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Hello @robert1p! 👋
Thank you for the feedback! Some issues can't be resolved through information that is available on the forum and an email ticket needs to be opened so that the team can request a diagnostics report or check account logs on our end. For privacy and security reasons, we're unable to ask users to upload diagnostics reports, or reveal any account information from our end, on the forum.
Once an email ticket is open we generally close the forum thread so that discussions don't happen in two places at once. This allows our team to help more customers since we're not engaged in the same discussion on the forum and over email concurrently.
-Dave
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We don't need to see the all the back and forth offline dialog (with private and secure details). We simply need to understand the root cause and the final resolution.
I understand the desire to prevent the dual discussion. But couldn't the discussion be locked until the resolution occurs, and then reopened to add the resolution details?
If resolutions are not to be included, then such discussions are simply a conduit for opening tickets. This is excess noise that adds little to the community. Thus, it would help to have a Filter allowing us to exclude such discussions from the search.
If I'm looking to see if others reported the same issue, I would leave the filter off. But when I wish to avoid all the discussions that simply open tickets, then I could turn the filter on.
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Thanks Dave!
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