Long topics are cut off to the last 15 replies.

  • Problem
  • Updated 3 years ago
  • Solved
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We have a very long topic, that has lots of valuable information from users gathered over the last years.
http://getsatisfaction.com/soocial/to...

The topic now is being cut back to the last 15 replies.

"Due to volume, only the 15 most recent replies are being displayed"

Although that might be a great feature, there should be an option to show all replies.

The least we NEED is to get all info from this topic in some form so we can scrape the info and make a new denser topic with all the gathered info.
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Bart

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  • actually quite annoyed that our topic info is not available at this point.

Posted 6 years ago

  • 73
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Jon Milsom

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Status?

I have a live support thread and customers waiting for responses to problems that I can no longer read....
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receptionist

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Hi Jon, I've been using the following app written by Thor to view long topics. Just replace the URL parameter "topic=" in your browser address bar with your value.

http://thormuller.com/long_topics/sho...

It's not the solution we want but at least we can respond to customers.
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Jon Milsom

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Thanks receptionist; I'll give it a go.... pretty miffed that I'm paying a monthly fee and such a basic feature has taken more tahn 12 months to get sorted though!
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Dafydd

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We have a message appearing on some posts stating 'Due to volume, only the 15 most recent replies are being displayed'.

Is there any way to reinstate the old posts or have a hyperlink which takes you to a page where you can read the posts?



This reply was created from a merged topic originally titled
Volume issues - older posts not being displayed!.
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Morgan Sherwood

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Wanted to give everyone an update here - We're currently re-designing our topic page and in doing so plan to address the long topic bug.

In the interim, we have developed a way for company employees to get at the information within these long threads. Just shoot us an email and we'll get you sorted.
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Nathan, Champion

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I'm glad you guys are getting it fixed! :) But redesigning the topic page - does that mean it wont look and be the same anymore? I like the way it looks right now I hope it doesn't get big changes.
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Morgan Sherwood

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It will look different - I've seen the mock ups and they look so much cleaner. The redesign is going to correct a handful of issues that we've needed to address for a while now, so I'm super jazzed to see all the progress our dev and design team has made.
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Nathan, Champion

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Okay, thanks Morgan. Will the topic pages have "pages" so the last 15 replies don't get cut off, because that is annoying and confusing when it truncates the replies.
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Morgan Sherwood

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The main way I've heard dev talk about handling the truncation issue is through pagination, or "pages" that people can go through.
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Nathan, Champion

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Yeah thats good :) But if this is a bug, why was the truncation made anyways? Someone must have put it in there when GS was made, right?
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Morgan Sherwood

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Well, it's a problem, ya know? Not being able to see all replies is a bit issue for highly active communities. The reason we had to truncate long topics in the first place was due to the fact that having that amount of information pop up on one page was causing serious load on our database. Does that make sense?
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Nathan, Champion

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Ah, I see. That makes since. Thanks Morgan! I can't wait for the pagination feature. That will be much better because when Yola had a huge problem (and it was the day I became a Champ of Yola!) and was down they had lots of people replying and some of them thought Yola was deleting their replies and they were kind of getting mad at them. All of our sites built with Yola were down because of the problem and we couldn't see all of the replies and some were important so they were just marking all of the employee's replies that are important info as "The company says this answers the question" so the would be featured at the top of the topic page and those wouldn't get truncated.

There was A LOT of information popping up on the really long topics and I can see how that is a problem with the database. But the "page" feature will fix that.
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Morgan Sherwood

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I remember that! We did get in touch with Monquie so we could help them get at all those replies, but yes. We're all looking forward to a fix for this issue.

Thanks for being so understanding, Nathan! ^.^
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Nathan, Champion

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No problem Morgan. I am glad that this issue is finally getting fixed!
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William Chaney

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Oh how lovely, Morgan!

You've only been working on this for how long? It seems the first employee promised this problem would be fixed "shortly" was over a year ago.

Do you have an actual date you can commit to now?

Funny, now that I think about it...just last summer I was seeing much longer threads. They were truncated for EasyJet only after some rather inconvenient information was being posted. Do you actually selectively truncate threads for companies who need more time to figure out how to scr*w their customers even worse than they already have?

But I digress. Shortly. One year. For a "high priority" issue. You people are stellar. What's your exact deadline for this, Morgan?
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Swiftor

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No need to be a jerk about it.
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Christa

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Swiftor he was not being a jerk. I was just about to compliment William as it is now 2 years later and NOTHING has been fixed yet!
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William Chaney

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Under normal conditions (i.e. reasonable response time, keeping own promises of fixing this issue "shortly", providing credible reasons for an issue that is so obviously to the advantage of companies and to the detriminet of their clients who once placed trust in them) I would completely agree with you, Swiftor.

Unfortunately, all reasonable expectations have been scandalously violated.

Fortunately for me, a court of law thought so too.
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dj.m.k.ritz

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I'm with William on this, that sort of turnaround is a complete piss-take. It's only the most expensive forum software out there, probably spending all their money getting wasted.
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jrnlk

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"Due to volume, only the 15 most recent replies are being displayed"
Why is there no way as just a user and not an employee to even see the old replies at all?

This reply was created from a merged topic originally titled
15 most recent replies only seen..
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Joey Hibbard

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Just curious if this is still an ongoing issue?
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David Whitefield

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Current in the case of every day :-(
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Christa

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Joey, it is now an issue that is 2 years old!
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William Chaney

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Hi Morgan and all, is the topic now fixed, as you have been promising since time eternal?
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David Whitefield

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Nope! still not sorted out :-(
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Christa

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William over 2 years has gone by since this thread was started and nothing has been done...

http://getsatisfaction.com/beeline_ga...
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William Chaney

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I know. And the BS they are feeding us as "reasons" is so transparently false it's shameful. Other sites manage to handle thousands of posts with no performance issues at all.

Get Satisfaction could too. But it doesn't want to, because that would be against the interests of its paying customers. And to clear up any confusion: GS does not see us as its customers, as we are not the ones paying.

GS's customers are the companies that pay it to help them cover their *?&!!es through any means possible. GS exists to serve them, not us.
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Christa

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Thanks for writing back, William. Wow, I would think that when we pay their customers for goods/services that would then incorporate us as a customer too. But, I guess I see your logic that GS's thinks that the customers are their "clients" and then we are their "client's" customers using their platform. It's backwards and hopefully they will figure out that we need to be happy or their "clients" won't be happy.
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William Chaney

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Why not? Could it be that you just don't want to?
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David Whitefield

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Im a customer of GS and frankly its a pain in the arse that they havent sorted it out yet. It is causing me no end of grief i can tell you! Not to mention that they hide comments on replies when they reach 5 comments!! so if four more people put in a comment below this one, this will eventually become invisible! That really makes it look like censorship to my customers and gives me another headache!!

Still waiting for GS to sort this out and after a year and i have to agree with others that this isnt on their "road map" to be fixed , despite the annoyance it causes !!
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Lauren

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Hello - I am trying to respond to a user who posted a question as a reply - we have hundreds of replies from users, but only the first 15 are showing up & the only way to see the rest of the responses are by selecting "reply wizard" but I cannot opt to reply to any of these. If I search, i can see the reply, but i cannot comment on it. Can you please help?

This reply was created from a merged topic originally titled
Responding to a Reply on a Question.
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rsx11m

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So, where is the solution to this problem? Per http://gsfn.us/t/28o3o a paginating "Reply Explorer" exists already, but is only available for champs and moderator. The rest of the community is prevented from getting the full picture and reading all comments that were posted. Why?

What is the rational to truncate a 250+ reply topic to just 15 posts? These are usually rather active posts, thus catch a lot of merges as well which in turn are forcing posts which were just a couple of days (or maybe hours) old into the "hidden" status. This doesn't make sense whatsoever.

It should be a fairly quickly to implement workaround to either grant anybody in a community access to the Reply Explorer or – maybe preferable – to just provide a button (similar to the "5 comments more" to expand all comments for replies) to expand the entire topic. The posts are there, and someone who hits that button should be aware that it may take a while until the page is fully rendered.

The last official response in this topic was "6 months ago" so that's not reassuring at all, but matches the experience with incomplete implementations I've made with other basic features here already.
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Wayne (wsmwk)

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not posting the originals to the merge topic would partly alleviate this issue.

generally speaking, merged information doesn't help move the merged topic forward - and just generates lost of mail that is not useful to the users already watching the topic. Thus, http://getsatisfaction.com/getsatisfa...
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rsx11m

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While the reply copies from topic merges are a contributing factor in increasing topic length, it's a separate issue and avoiding those would only slightly reduce the problem of the sudden truncation of topics. There is no reason to show all 249 replies to a topic with 249 replies, but then allow access to only 15 replies for a topic with 250 replies. Why not show the last 250 replies then for a topic with 500 posts or whatever number? It still might prevent users to read the replies that are relevant for the issue under discussion.

I've also noticed that one of my links from a knowledge base article is now useless, given that it directly points to a reply in an "over-length" topic which is no longer visible. Fortunately in that case, it was promoted to the highlighted responses before the truncation, thus it's still visible there (just the anchor won't work), but in general it's a problem imposing that limit.

As a minimum, it should be configurable by the community administrators whether or not to employ that truncation, when topics are truncated, and how many topics shall remain visible on initial opening, yet it still should be possible to see all posts if a user so desires.
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rsx11m

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Morgan, miz: Any official update and especially an ETA on this issue?
I have to repost important replies to avoid that they are getting "lost"...
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Thurman (SU2)

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Is there anyway around this yet? At first I thought I just wasn't seeing a button or page display. (Like most sites: page 1, 2, 3, 4, etc)
I'm a super user with foursquare. And when I need help I post. Since people all over the world post I can't always find my post or the response. And sometimes I think I should re post it just to make sure someone sees it. :(
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mindopenwhy

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This shouldn't be difficult to solve more quickly for a professional web company.

I've seen dozens of blog sites that group responses/replies into pages.

In other words it will show the 10 most recent replies on one page, then you simply click 'Next' to see the next 10, and so on, and most include an index so you can jump to any page.

That would solve any caching and performance issues because you would only be loading a set number of replies, but would preserve the option to view any and all replies.

How can getsatisfaction.com "solve problems, give a voice to champions, bring out the best ideas and drive better business" if only the 15 most recent replies are visible? At the pace that info is added people will barely have an opportunity to view ideas (and 'star' them etc.) before they vanish!

I get updates from getsatisfaction.com in my email account, and it says "Go look at this reply", but for many replies I can't because in a few days time more than 15 replies may have been added and my comment is already 'hidden'.
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William Chaney

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Over a year ago I pointed out that this is entirely in the interests of GetSatisfaction and EasyJet and thus intentional. No one with any knowledge of IT can buy GetSatisfaction's flimsy excuses. I was called dynical and told by the GS henchmen that I was being rude and too hard on GS. Every now and then a reply from GS has popped up that this issue is being worked on and a solution should come very soon. GS, when will that day arrive?
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vucliriel

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GetSatisfaction"... What a joke! Typical newspeak for what it should be really called: "GetNoSatisfaction"... And 'How does this make me feel?', they ask? Simple: the emoticon for it is obviously censored, because it's not there: I'm FUMING MAD!
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Monica

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Hi GS,

We're having a heated conversation over in the StumbleUpon community and the thread has a lot of comments and participants.

Unfortunately, only the most recent replies are being displayed and users seem to think we are hiding them intentionally, thus censoring their freedom of speech. The message displayed is: "Due to volume, only the 15 most recent replies are being displayed."

Is there any way we can override that, so users can read/scroll through the entire conversation?

We'd appreciate your urgent attention to this matter.

Thank you!
Monica

This reply was created from a merged topic originally titled
Due to volume, only the 15 most recent replies are being displayed.
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Adrienne Adams

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Gosh. Why would any company pay money to use GetSatisfaction? This "issue" should not exist if GS was actually interested in providing what they are selling. Looks to me like false advertising and failure to deliver services as promised.

No point in going on as this post will disappear all too soon.
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Monica

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Yeah, it's a bit disappointing if you are a paying customer and especially if you're planning on spending even more money on GS.

Actually just curious, at how many comments is this issue triggered? And why can't we have pagination, instead of infinite scrolling? Maybe pagination would help solve this issue.
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rsx11m

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I think it's about 250 replies, as far as I can tell from the topics I'm involved in.
Either way, the current implementation doesn't make any sense...
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molecularities

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We're having this exact same issue in this thread:
http://getsatisfaction.com/spotify/to...
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molecularities

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I should also note that this is making it impossible for people to edit their posts, especially if they're showing up as one of the Favorited but are too old to still be shown in the most recent 15.

This thread is moving so fast that any response within an hour or two window is unseen unless someone promoted it.
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Monica

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Maybe the easiest workaround solution is to offer pagination?
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Alexis Pandaan

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But honestly Monica, it's been almost two years and the problem is not yet solved.
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Monica

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I wish an official from GS would come and comment here if there are any updates.
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William Chaney

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The irony is: it wasn't always this way. All posts were visible for an unlimited time. But GetSatisfaction's customers - in my case EasyJet - noticed that too much "inconvenient" information was being posted by users. So one day everything past 15 was cut off. And GetSatisfaction claimed there was no other way to do it, and our messages reminding them that they always had been able to before disappeared.

So after people figured this out, we were told it was impossible to do it any other way.

After people began posting messages to the effect of "we're not that stupid, other sites can do it", we were promised a change within a few weeks. Top priority! Will definitely come! Obviously that never happened. And the messages disappear, so nobody can see all that.

GetSatisfaction, what do you say about that?
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Adrienne Adams

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@William--I suspected as much. The customers (companies using GS) don't want people to read negative things about them and so pressured GS to suppress long issues. Censorship, plain & simple.
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Ki, Champion

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William and Adrienne. I promise you that we are not attempting to censor any of our users' comments or sentiments.
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earthsound

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Ki: Then incompetence is the only reason why this issue is still around. Ridiculous. :(

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