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Missing "Has the status changed?" in reply edit form
Hi,
I've noticed that if I forget to set the "Has the status changed?" when I post a reply, I can't simply edit my reply within the 15 minute grace period and do so — that field isn't available in the edit form (only the initial reply form).
The only workaround I've found thus far — and maybe I'm just missing the toggle somewhere else on the page — is to delete my original reply and then re-reply, this time remembering to set the status. Obviously this is sub-optimal workflow-wise, but worse than that, it most likely (I can't see since I'm the one replying) ends up spamming the followers of that topic with two copies of my reply.
Is there something I'm missing? Is there a toggle to change the status somewhere else without replying again? Can you include the status change pull-down in the edit form?
Thanks,
Rael
I've noticed that if I forget to set the "Has the status changed?" when I post a reply, I can't simply edit my reply within the 15 minute grace period and do so — that field isn't available in the edit form (only the initial reply form).
The only workaround I've found thus far — and maybe I'm just missing the toggle somewhere else on the page — is to delete my original reply and then re-reply, this time remembering to set the status. Obviously this is sub-optimal workflow-wise, but worse than that, it most likely (I can't see since I'm the one replying) ends up spamming the followers of that topic with two copies of my reply.
Is there something I'm missing? Is there a toggle to change the status somewhere else without replying again? Can you include the status change pull-down in the edit form?
Thanks,
Rael
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The company is working on this problem.
The best solution from the company
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Yes, this is an issue I'm championing, because I want to update status on older topics. The quick fix we're working on is that you'll be able to submit a status update with an empty reply and this will skip the email updates (ie. spam).
I’m anxious, too
The company says
this solves the problem
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Inappropriate?Yes, this is an issue I'm championing, because I want to update status on older topics. The quick fix we're working on is that you'll be able to submit a status update with an empty reply and this will skip the email updates (ie. spam).
I’m anxious, too
The company says
this solves the problem
1 Comment Add a comment
This solves the problem
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I just noticed the "this solves the problem" star you added to this, Thor. It occurs to me that there's no way to flag it as unsolved again (at least not from the customer's side). Right now I ask customers to open a new topic thread if not solved as a workaround, but there really ought to be a way to un-solve (or at least suggest un-solving) a topic. In this case, the issue isn't solved just yet, I'm afraid. —Rael -
Inappropriate?Howdy, Thor et al.
I thought I'd check in on this issue since I just ran into it again.
I was trying to change the status of http://getsatisfaction.com/iwantsandy... and couldn't seem to find the status update selector at all, never mind not being able to change it post-submit.
This unfortunately leaves me unable to update the status of some issues brought up to "fixed" when fixed.
Rael -
Inappropriate?Hi Rael,
These are two issues. The first one--being able to change status separate from replying--is in our short-term queue. The second one--the specific question that you wanted to set status on--is a different case. We have "status" settings on Problems and Ideas, but not Questions, because strictly speaking the only status for a question is whether or not it's been answered, and that is handled by promoting answers to the top. Perhaps this is confusing, but that was the idea.
It did uncover a need for a tool to allow companies to change the topic type when appropriate--many problems get entered as questions, for instance. And we've got that queued up, too.
I’m anxious
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Inappropriate?Thanks, Thor, for the update (and immediacy of response ;-).
I believe that gradation is indeed too subtle. I'd go so far as to say that consistency should out-weigh all subtlety. In this case, I'd say that simply adding "Answered" as a status to the list and showing the same list everywhere would do wonders and avoid any need for intuiting the difference in response between the various types.
As for changing the type... I already find myself hovering over "Discussion" vs. "Idea" when posting updates specifically; in general, I think the gradations are more "typed" than necessary. Perhaps duck-typing rather than strict typing is the way to go? Something like:
What's on your mind?
[ ... ]
This is a [?] Question [!!] Problem [i] Idea [...] Discussion [+] Feature request ...
[post]
Note that I'm representing checkboxes (or iconified versions thereof) with those [] brackets rather than radio buttons () because sometimes a question is also a problem is also a feature request. And by just using iconified versions that you can toggle on or off — even without strict labels — you avoid the bifurcation inherent in the current forced choice of which way your post will go when it is finished.
I have to think that using status and post types that make sense to both the company and the client and have the greatest chance of meaning the same thing to both is where you'll find your nirvana. Not easy, I know. But I think there are some patterns to follow here.
Overall I'm a little worried about the fork choices and modal behaviors I'm seeing make their way into the system of late.
Not to flog a proverbial dead horse (especially being a vegetarian ;-) but I'm finding the same issue when it comes to the differentiation between replies and comments. What I've internalized as the real difference is that comments don't pay attention to newlines while replies allow for richer expression. I know: not quite what you were aiming for, right? But given the amount of time I spend on the site, the fact that I'm a little bewildered concerns me some when I consider the array of options and subtle gradations the uninitiated customer sees upon arrival.
My intent here was in no way to sound down on anything y'all are doing: you're doing an incredible job of engaging and bringing together two audiences — a trick in and of itself — while at the same time building a wonderful product and platform. So please take all the above with goodly helpings of praise, lashings of love, and oodles of understanding.
Best,
Rael1 Comment Add a comment
This solves the problem
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Great feedback, and we're already discussing it internally. As you know, we're actively refining. :)
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Inappropriate?Hi again!
I just ran into this a couple of times again:
1. I couldn't add a status (because it was a "Question", not a "Problem" — despite being a problem in actuality. So there's no way to indicate that the problem is solved — aside from the little star which really doesn't have the same effect (and is, to my mind, confusing in concert with the "Solved" flag).
2. I couldn't edit the status when I'd not filled it in before submitting: I tried clicking the "Edit" link (within the 15 minute timeframe) and still couldn't get to a status choice. In the end, I did what I usually do which is to copy and paste my post again — this time being sure to select a status — and deleting the original.
Rael -
Inappropriate?Howdy!
I wanted to check in on this. I am having tremendous trouble keeping track of what is solved and what is not on GetSatisfaction, which means keeping a list out of band (ironically enough I've been having email notifications go to a Gmail account and tagging the solved subjects "solved" (that way I'm able to "solve" any post, not just those posted as a Problem.
And while I'm here, it would be really helpful to have an additional choice in the status pull-down menu: "Specific to this customer" or the like when I know for a fact that the issue brought up is specific to either this customer or a particular set of customers. Selecting "We're aware of the problem" or the like just doesn't cover it — in fact, it sends a mixed signal to other customers who might have similar but not the same issue and we end up with everyone lumped in together. (Or just allow for an additional super-short status message to go along with the pull-down, perhaps?)
Thanks!
Rael
I’m hopeful
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Inappropriate?Hey, Rael, I'm with you on this. As time goes on, I need to see which "great ideas" for example still need to be implemented.
I wonder if it is something as simple as providing employees with a tool similar to our new sorting options on the company home page (click to view up close):
I'm guessing that kind of admin tool would be fairly easy to implement. Would that help?
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