Offer a way to split/fork replies into new topics

  • Idea
  • Updated 3 years ago
  • Implemented
Archived and Closed

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We have a problem topic that was marked as "solved." (It truly was.) Later, another reply was added paraphrased to "We're not seeing this, but instead we're getting this other error."

Since the original topic is truly resolved, the newly added reply should get its own topic so we can track that and work on a resolution for that specific issue. Is there a better way to handle this other than copying and pasting the reply into a new topic under my name on behalf of that user?
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Paul Tracy, Champion

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  • looking for a more elegant way to handle this

Posted 5 years ago

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Roustem Karimov

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We closed our GetSatisfaction account a few months ago and the absence of this feature was one of the main reasons for it.

Stopping by to see if anything changed.
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maverikch (SU2)

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I know the ability to merge topics is given. now i thinking, how about the ability to merge individual replies in a topic to another?

i just notice people begin to start with other issues within a topic ^^

ps: i'm not sue if this is already a featured option, therefor question. if not then idea though ;)

This reply was created from a merged topic originally titled
Merge individual Reply?.
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Heather H.

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Right now our community is becoming cluttered with replies that are unrelated to the question that was originally posted. We need a way to move replies to a more appropriate topic so that we don't lose good replies and to ensure that the question/idea, etc. theme stays on point.

When we integrated with GS we thought we'd be able to do this, but now we see that we're only able to merge topics...never do anything with replies.

-Heather

This reply was created from a merged topic originally titled
We need a way to move replies that are unrelated to the question.
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Rebekah Musick

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Heather-this is exactly what we need as well. We don't want to lose the client's replies which we do lose when we manaully have to create a new topic.
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Heather H.

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Is there a timeline on when this will be integrated? It's possible that we might need to close the community and revert back to our old methods until this is resolved. Please let us know!
I have a topic that is really 2 topics. We've solved one, and the user has posted the other again. Can I move the replies specific to that one (effectively split the topic in 2)? Is that what redirect is for?

This reply was created from a merged topic originally titled
Split up a topic.
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Rebekah Musick

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any update on when this will be implemented? It is marked Planned and 1 year ago was being spec'd out and still hasn't been implemented.
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Donald

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This is a very important feature so I am adding my +1

Thanks for looking into this, it will make the GS application even more attractive and administrator-friendly.

Kind regards,

Donald
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Rebekah Musick

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Can we get an update on this please? Marked Planned and 1 year ago was being spec'd out and still nothing...
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Donald

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Being able to merge a thread is a great tool but unfortunately it is currently not possible to merge / redirect individual comments that have been posted in the wrong thread. Is this something you could look into?

At the moment I can only 'remove' topics rather than copying them into the appropriate thread which reduces the practicality of the Community.

Thanks and best regards,

Donald

This reply was created from a merged topic originally titled
Allow the merge of individual posts (not only threads).
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Anthony

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People have articulated this issue pretty well for the companies themselves, so no need to repeat that. I'm personally a fan of taking parts of posts into new topics.

However, for the customer's customer, the only way we can prevent them from continuing to post new questions under different topics is to thank them for the reply, and politely remind them to repost that as a new topic and not answer their question until they do. That hurts participation because they have to do more, but sets more appropriate expectations of how you interact inside of the community.

If you answer for them in the topic, you've encouraged sub optimal behavior, and if you delete and post for them under new topics, you've just added a bunch of work onto yourself and really haven't changed any overall behavior (but are still of course helping that specific customer). Imaging keeping the entire conversation around the actual topic. Could be good. Real good. Seems you would need to fork new topics and as well as fork and merge for replies that have questions or problems that relate to existing topics.
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Rebekah Musick

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Good points Anthony.
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Rebekah Musick

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What I don't understand is 3 months ago this was marked as Planned and now it has changed back to Under Consideration. This is something that is really needed to help the Community Manager and people working with Get Sat manage the communication. I have seen where people have stopped using Get Sat because of the amount of time it takes to manage and maintain and having this feature would help witht hat. Maybe Get Sati will get to adding this one day.
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Anthony

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Thanks Rebecca. A general or ideally a specific status update on the issue might help for now. Is it still a priority? Is it being researched actively? Do you have all the use cases documented? Were there technical hurdles that made the size of the feature too big for original planning estimates, thus the change in status? Or did just general priorities change? Knowing this will help us understand what and for how long we need to do what's necessary in the interim. Thanks.
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Rebekah Musick

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Agreed. What say ye Get Satisfaction?
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Alex

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Guys,

We really need a way to redirect and merge individual comments--not just topics!

Please, please, please!
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Rebekah Musick

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yes we really need this.

Any word on when it is coming?
WOW! For a full year, the folks at Get Satisfaction have been aware of this and promising implementation - well, I'm Not Satisfied, just saying...
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Donald

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I agree - a shame that such an essential improvement cannot be implemented within a year; it would make such a difference!
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Caty, Employee

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This idea is one of the most popular ideas that's been suggested in our community and for good reason. As a community manager for Get Satisfaction, I agree that topic forking would be a brilliant tool that would make my job, and the jobs of all the other CMs that use our platform, much much easier.

This idea has been "Under Consideration" for so long because it is a really good feature that we do want to make available for our customers, but we simply haven't been able to fit it into our roadmap. Our product & engineering teams are responsible for meeting the demands of a variety of different constituents, and because of this, the priority of certain feature requests and projects are often in flux. I can only imagine your frustration to see this topic go from "Planned" to "Under Consideration," especially with no update/ accountability on Get Satisfaction's part, and I'm truly very sorry. We have lacked in our transparency and communications to you, and there's no excuse for it. Going forward, we simply have to do better.

I've spoken with our CPO several times about this particular topic and he will be in to update this thread shortly.
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Philip Hotchkiss

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Official Response
Hi everyone,

The topic forking feature is under active consideration and we are looking to add it to our roadmap for the second half of this year. We are striving to expand our Topic Management feature set and we took an important step in that direction with the release of our Topic Close feature last quarter.

We will keep you posted as we get closer to being in a position to make a time-specific commitment around when we'll deliver this functionality.

Thank you,

Phil
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Amy Muller, Co-founder

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Hey folks. We're exploring the requirements for this feature. We want to be sure we think of as many scenario types as possible. For those willing, could you point me to some specific examples in your community in which you'd like to use topic forking?

Thanks!
Hi Amy,

This is exciting news. I'd be happy to help. We get issues like this all the time. Here's an example that is going on right now:
https://getsatisfaction.com/cashie/to...

In this post, we have a back and forth going on with the customer trying to resolve his issue and another customer jumps in the middle with a completely unrelated post (see William N's comment).

What we would like to do in cases like this would be to pull William's post out of this thread and create a new thread with it. This ensures that his issue is addressed and that his issue isn't mixed up with the original post.

Hope this helps.

-Neil
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Amy Muller, Co-founder

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Thanks for the example, Cashie!
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Roland Tanglao, Champion

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Hi Amy:

I don't think the use cases are that mysterious :-) (as I believe "Cashie Commerce Support"'s comment illustrates but hey my community and Cashie's might be anomalies

1. Person A. posts about Problem 1
2. Person B replies with a different problem, let's call it Problem 2
3. Person C replies with a different problem let's it call it Problem 3
4. Person D replies with a fix for Problem 2 but not Problem 3 or Problem 1
5. mess :-(

We get this kind of thing at least a dozen times a day. So a split feature would be helpful. in order to split Problem 2 and 3 into separate threads.
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Alex

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Agreed. I'm sure the folks at Get Satisfaction run into this issue on a daily basis as well.
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Amy Muller, Co-founder

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Thanks, Roland. I agree. It's a needed feature and in these scenarios you definitely have a mess.

However, you'd actually be surprised at all the nuances we have to consider with this feature. :) For instance, we're thinking that the reply on Problem 1 that brings up Problem 2 remains inline in the original topic but that Forking allows you to create a new topic out of it too*. Then you have to give that topic a subject. But the author of the reply should also be the author of the new topic. But what if the reply was partially addressing Problem 1 and then branched into Problem 2. Should the Moderator be able to edit the whole thing so it makes sense as a new topic? Even though the attributed author is the end user? And then should the original reply back on Problem 1 be closed for further comments? *Or should the original reply be removed from Problem 1 altogether when it's forked? What about any comments that were attached to that reply? And what if it's a Comment you want to fork? And then how does this all play into our "following" and notifications system?

Lots of things to consider -- and that's just scratching the surface of all the specifics that need to be figured out and written up to have a full set of requirements for this feature.

What we really need to help us determine what issues are serious issues to consider and what are edge cases are actual real world examples where Moderators would like to be able to fork out a reply.

So if you have topics where this is happening, give me links! :) The more data I can gather the quicker I can get these requirements finished and we can get this feature scoped!

Thanks!
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Roland Tanglao, Champion

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HI Amy:

Having written far too much software beyond my level of software development "competence":-) I agree the devil is in the details.

I'll give you examples later.

As for " And what if it's a Comment you want to fork? And then how does this all play into our "following" and notifications system? "

to me (to be a broken record yet again), this why I would abolish comments because they make things like this difficult (not to mention my other problems with comments; to name just a few: a) commands make quickly scanning topics for updates difficult and b) you can't mark comments as "good answers")
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Anthony

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I agree that there are plenty of examples out there for this, but I'd separate the issues with comments. Comments should inherit reply functionality... good answers, adding screen shots, etc. Commenting inline on a topic is pretty key to keeping a thread clean. I don't know of a discussion system that doesn't allow for a conversation within a conversation as it relates to the general thread.

For moving a topic to a new conversation, just an idea to throw out there, if you fork the thread, create a "shell" topic, provide the community manager ability to select the replies AND comments that apply and move them. Notify the owner their topic was moved and have the community manager define a new title and notify those whose replies and comments were selected that we've moved your part of the conversation into a new thread.
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Amy Muller, Co-founder

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We definitely do have examples, but digging them all up is another story. So I'm attempting to crowd-source here. :) I figure if you guys are clamoring for the ability to do this, you must have some fresh examples in mind that you can point me to. :)

However, you've given me one here, Roland, by talking about wanting to do away with Comments. Haha! Thank you. ;)
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Roland Tanglao, Champion

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Hi Anthony:

1. Why I don't like comments - final response
This will be my last reply about comments on this thread or any other topic since nobody agrees with me :-) !

My final word on comments is this:

QUOTE from:
http://www.joelonsoftware.com/news/fo...

My own discussion software does not have threading. "Threading" is technical jargon for a discussion feature where different people can branch in different directions by replying to replies. You end up with a tree of conversation. Most forum software has this feature and some people were rather angry that mine doesn't.

...

Something interesting happens sociologically when you don't have threading: the conversation is forced along one train of thought. People feel like they can respond to the original inquiry, or they can respond to the last post, but if they want to nitpick about the third post and there are already twenty more posts after that, it's just too late.


END QUOTE

2. +1 on your shell topic idea

Here's the shell topic idea because I am sure it's lost :-) in the comment!

QUOTE


For moving a topic to a new conversation, just an idea to throw out there, if you fork the thread, create a "shell" topic, provide the community manager ability to select the replies AND comments that apply and move them. Notify the owner their topic was moved and have the community manager define a new title and notify those whose replies and comments were selected that we've moved your part of the conversation into a new thread.


END QUOTE
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Anthony

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Hey Roland, they are fair points you raise. It's weird how us people tick. I believe GS's new widgets they are working on actually don't distinguish comments, but I could be wrong. So if it's embedded in your site, it doesn't look like anything is a comment. Everything looks like a reply. You might just be in luck. :)
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Amy Muller, Co-founder

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Also, Roland, you are not alone in disliking comments. I've heard that directly from another Enterprise customer. :)
I'm on the fence about them. I see their value, but they lose that value when people don't understand how to use them and thus don't use them properly. I hadn't really thought about the sociological impact of comments on a conversation, though. That is some good food for thought.
I have a very active topic that drifted off point and several forum users are requesting that some of the posts are moved to a new topic, Is there a way to selectively move posts from one topic to another without merging the whole thread?

Alex

This reply was created from a merged topic originally titled
moving a single post to a new topic.
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Amy Muller, Co-founder

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Alex, we're in the midst of scoping out the requirements for a topic forking feature right now. Can you point me to the specific examples where you'd like to be able to create new topics from replies? We're looking for real-world examples to help us think through all the scenarios and nuances of this feature. Thanks!
Here you go: http://community.cadcamcan.com/cadcam...

Long thread, lots of info, replies became relative to a new topic, we had to cut and paste into a new thread....
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Amy Muller, Co-founder

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Thanks, Alex. Can you point me to the new thread you created?
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Rebekah Musick

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Hi Amy,

Here is an example. http://gsfn.us/t/2vf61

As you can see there are actually four enhancements topics in this one post and we'd love to be able to split off the topics into new topics and add a vote for the user who posted it.

Thanks.
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Amy Muller, Co-founder

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Thanks, Rebekkah. So in your case it looks like you'd like to be able to split a topic up into several different topics? That's an interesting use-case as well, though not the one we're tackling at the moment. We're going to focus on the ability to create new topics out of replies to topics.

I'm not sure if we'll do the former. I can definitely see the need at times, but it raises some additional challenges.
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Caty, Employee

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Official Response
Just wanted to give you all the heads up that we released this feature yesterday! Now, you can create a new topic from a reply on an existing topic. Here's our company update that details how the whole process works (screenshots included):

New Feature: Reply Forking!

We appreciate all the input that you've given us as we've developed the feature and certainly hope that you'll find it useful. If you think you've found a bug, please ask a question or report a problem for us. If there's an enhancement that you'd like for this feature, please post an idea, and if you love the feature... well, we're always happy to see Praise!

Enjoy, and have a great weekend!
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Roland Tanglao, Champion

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thank-you!

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