Long topics are cut off to the last 15 replies.

  • Problem
  • Updated 3 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Topics are out of date

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 5 years ago

  • 73
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Ki, Champion

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Official Response
We hear how frustrated you are that we haven't delivered a solution to this issue and we share your disappointment. We've spent time investigating what it would take to fix it and have learned that it will require a significant engineering effort that we can't commit to right now. It really pains me to tell you that we are not going to be able to deliver a solution in the near future and I apologize for not being able to offer a clearer ETA. Please know, however, that this truly is a high priority for us.
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rsx11m

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All you have to do for immediate relief is to make the "View all replies using the Reply Explorer" link available for everybody, not just for users with moderator privileges. Why would this be so hard?
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William Chaney

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Good question. What do you say, Ki?
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earthsound

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After all this time & no resolution, do you honestly think this is a "high priority" and that they're going to fix it any time soon?
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William Chaney

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I'd like to offer an interpretation of Ki's message:

"Gee, we never thought you would actually expect us to deliver what we've been promising for two years. Are there really people out there who are so tenacious?

And we're entirely shocked that some of you remember the time when you could read the entire history of messages, and the day we changed that. We are truly disappointed that those of you with even the most rudimentary knowledge of IT know that we could fix this in a jiffy if we wanted (we've already proved we have the skills, though the newbies among you won't remember that, which is exactly what we're banking on). Unfortunately, our agreements with the companies who are giving you trouble prevent us from doing so. They don't want you to know too much and that's what was happening with our old model, which you liked but the companies who are hassling you did not. As they're the ones paying our bills, we have to do what they say while pretending to offer you service.

But rest assured, when I say it really pains me to tell you this, I am being completely sincere. I'm just the messenger and have to do what my bosses say."

Just to update those who can't read old messages - GetSatisfaction gave me the runaround for months with no results at all. So I sued, and my attorney got results within a few weeks: full reimbursement plus interest from EasyJet plus legal and court fees.
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Christa

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Ditto! Congratulations!
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Amy Muller, Co-founder

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I'm sorry your experience here has been so frustrating. I'd like to take the opportunity to clarify a couple points.

First of all, EasyJet has no affiliation with Get Satisfaction other than that they are a customer of ours, along with thousands of other companies. They use the Get Satisfaction platform to host their customer community but we have no connection with or control over the service they provide to their customers. I am sorry to hear you had a bad experience with EasyJet. As a co-founder of Get Satisfaction, I can tell you that we've never been sued. The suit you won against EasyJet has nothing to do with Get Satisfaction or our service.

With regards to this reply truncation issue, as Ki has stated, we are extremely disappointed that there is not an easy fix for this that we can do in the near term. It's frustrating for all of us.

You are right that there was a time when topic replies were not truncated. However, a couple of years ago, a gaming company set up a contest as a topic in their Get Satisfaction community and had customers posting replies at a rate that pushed our system to a boundary that we didn't know existed. As a result, our site was brought down. We made the decision to truncate the replies once they hit a certain maximum number in order to restore stability and bring our service back up for our customers and end users. Our system and processes are much more robust now and hosted on different servers, but we have not yet been able to re-design and re-engineer how we handle high volume topics.

The "Reply Explorer" work-around that rsx11m referenced was developed as a work-around for moderators as a quick solution and was built off of our API. It was never meant to be a permanent solution. We're not certain what kind of load it might be to our system if the "Reply Explorer" were accessible to all users of GS, and as we are planning on addressing all replies viewable to all users when the feature is fully developed, it is unlikely we will be making any partial tweaks or changes until we can do so

All I can do at this point is ask you to trust that there is no conspiracy here. We are being completely honest about this being a true technical limitation. I ask you to review our Company-Customer pact, which we have just recently re-launched at http://www.ccpact.com. It is in the spirit of this document that we built Get Satisfaction and we do our best to work with our customers and end users in an open and honest way. We may not always succeed at this -- like the rest of you, we are only human -- but our hearts are in the right place as we continue to try to deliver and improve our service for everyone who finds value in it.
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Christa

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Go look at the DIS Boards forum and how their threads have pages of 10-20 posts per page alleviating any cache issues that could have pushed your servers to limit to crash your system. Unless you're talking about space issues. In that case also add more servers! This is not rocket science. It is just bad customer service to your client's customers to have us waiting for over 2 years for a solution!
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Carri

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I just had this happen to me for the first time in more than 2 years (and I am a BIG believer in merging threads).

http://help.izea.com/izea/topics/why_...

My problem is although I can FIND the person I need to reply to using your workaround, I can't figure out how to leave a reply to their issue and since I merged the original thread, I can't unmerge it. So, essentially, you have made it impossible for me to help people.

Is there something I am missing that will allow me to reply to the appropriate person?

All the Best,
Carri
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Adam, Champion

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Hi Carri. Thanks so much for reaching out. I'm going to contact you directly to see if there's any way we can help.
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Thelmos

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How do I find a reply I write to a problem?Satisfaction only shows last 15 replies, and search only returns truncated reply text

This reply was created from a merged topic originally titled
Get my replies full text.
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vucliriel

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What I find ironic, and is so typical in this new age of institutionalized BS (sorry, I meant 'political correctness'), that of all names, this outrageous and seemingly unfixable problem would hapen to a site called... 'get satisfaction' !!! What an oxymoron!!!
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Jareth

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I feel like this would be a good feature to add for ideas and such. I only help out on the mojang support page and sometimes people add pictures or very good information that is quickly lost if it doesn't get enough stars to become a promoted response. I do however agree that the threads need to be cut down to the last 15 replies because of performance issues.

If it weren't for the fact that you can't see the replies once they have been pushed back I would think it needs to be done sooner in some cases. When you go to open a page and there are more than one hundred replies with people posting pictures it takes way too long to load.

So while I agree there needs to be a feature to see the other replies I can completely understand where Amy, Thor and Ki are coming from. They have bigger fish to fry right now and this will be hard to implement. They are at least giving us feedback and trying to sort it out.
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rsx11m

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I do however agree that the threads need to be cut down to the last 15 replies because of performance issues.

That's the part which is disputed here. The inconsistency is that apparently threads with up to 250 comments don't pose a performance problem, but suddenly those with 251 comments are a sufficient bottleneck to cut the thread down to just 15 posts? That doesn't make sense, showing only the last 250 posts in that case might be justified if that's the threshold for encountering performance issues.

They have bigger fish to fry right now and this will be hard to implement.

As for paging, that's a feature which has been available in much of common forum software for ages, and a prototypical implementation has been available for two years now with any apparent progress. As a matter of observation (I won't say "fact" as I simply don't know what's happening in the background), other than an overhaul of the site's style, I haven't seen any significant features developed and made available to the end users since I've been active here (i.e., some 18 months). Thus, for a company providing that service for a fee, it doesn't appear that much of that is invested back into improving the board's infrastructure.
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Jareth

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Well I can say from personal experience that any thread with more than one hundred replies is where you start to see a change in performance and loading time. There is no magical number where it changes but we have a couple of threads on the mojang side with over one thousand replies, which would take far too long to load without this.

They said that they would have to re-design/re-engineer the site and I tend to believe them since they are giving feedback at all. Some of the other forums couldn't care less about our problems and won't even tell you what's going on. So I know it's been too long coming but I don't think we need to drag out the torches and pitchforks just yet. =)
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Christa

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That is not true for all forums Jareth! I know for a fact because I've participated in a thread that has over a 1,000 posts on the DIS Boards where there is no performance issues. Each page of the thread has 10 - 20 posts the load just as fast in the 900s as they do in the first 100.

Get Satisfaction could satisfy their clients and their client's customers easily if they just did their homework and invested their resources!
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aussiebob, Champion

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Christa,I understand your frustration but by constantly replying to multiple posts here you are bordering on trolling.
You are welcome to add your thought to this or any topic but its preferable to do so in one area so it can be seen and addressed if need be instead of all over the place.
Negative or positive are both welcome here.
Unfortunately by submitting multiple message to one topic you are sending emails out to everyone subscribed and causing confusion.
Let me know if you would like someone to reach out to you directly and Ill try and organise this for you.
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Christa

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Dear AussieBob,

Do you insult everyone by calling them a troll? You don't even know what I look like to comment on my looks like that!

Are you trying to censor me? My replies were tailored to the posts that I read from the top to the bottom of the page. My replies often used the person's name of whom I was replying to which made it specific.

Whether or not you have "followed" the post and didn't click "unfollow" or changed your email preferences to limit how many emails you get isn't my fault. If you don't like getting the emails change the preferences, unfollow the thread or just delete the emails without being mean to someone.

I'm sorry you are confused, but I don't see you telling Monica and Nathan not to dialog 5 times each back and forth; Bart he shouldn't post 6 times; rsx11m they shouldn't post 6 times; or William he shouldn't post 8 times; etc. I don't see you telling other people they have to write all their comments at the bottom of the page. There is a comment box after each post/reply so that people can comment where they choose. I don't dictate what people write so please don't try to take my 1st amendment away from me!

I don't need your help organizing anything as I have a Master's Degree in Business and Marketing.

Thanks though.
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aussiebob, Champion

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Christa,
When a person posts multiple times within minutes on a single and multiple topics this alerts me as trolling.Not calling a troll please re read my post above.
I am merely worried your conversations will not get answered especially when you are trying to communicate with members that are no longer active here (which you would not know)
I was just trying to get your opinion in one spot and maybe get an employee to help you directly since you feel so passionate about this topic and they could possibly give you an insight or time frame.
I apologies if you feel offended but this was not my intention.
Another concern of mine which is quite relevant to the topic and ironic if you will is that the page would hit the limit and conversations would stop.
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Christa

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AussieBob,

Thank you for your help! Thanks for making me aware that some people are no longer active on this site. Should I assume it's those people from more than a year ago?

I've never heard of "trolling" except in movies where someone calls someone a troll. With that said, I don't think leaving a handful of separate comments to separate people's posts on a page that has 113 replies by various people would fall in that category. Now had I kept posting the identical post right under the same posts in a row then that I could see would be an issue. In fact William replied to my comment to him comiserating with me. But thank you for the kind explanation. I appreciate how nice you are being and for the apology. It is the most kindness I've been shown recently by an 'authority of matters' so to speak on this site.

I'm about to go to sleep, but tomorrow I'll go through and delete any somewhat duplicate and non-consequential posts. I really didn't realize how long the page was when I was commenting at the top. I think my last post to their employee says most of what I said in other spots, but I will try to consolidate them too.

By the way, thanks for the tip on the Snoopy page. I wanted to thank you there but didn't want my head bitten off. I tried the 'fix' link using (1,2,3,4) and it didn't work. I copied/pasted exactly what you typed but it didn't seem to work. What did I do wrong?

Again, thanks!
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Spelling Bee

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Hi AussieBob. First I would like to apologize for the disturbance that Christa has caused here. The Beeline community contest is set to expire very soon. Since we judges are able to see all the entries just fine, the work around is not really needed anymore at this late stage.

Thank you very much though for bringing it up to our attention. Believe it or not we had already come across it when trying to find a solution. Again however, at this late in the contest it was decided that it's just easier to make all the entries viewable in a gallery once it's over.

For what it's worth, after spending the last several days on the matter; I truly hope a solution to this issue as a whole can be accomplished that makes both Get Satisfaction and their customers happy.

As for you Christa, in case this wasn't clear enough already please let us handle this issue. Your incessant need to occupy yourself with a cause and draw attention doesn't make you a hero or victim. I cannot stress this enough. Thank you for trying to help but please just stop.
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molecularities

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We really shouldn't be blaming Christa for what -- again -- is an issue with GetSatisfaction. Just because you're following a thread doesn't mean you need to see every single reply in real-time. There needs to be a setting to do a daily or weekly roundup based on the user's preference or only when an admin replies. I looked and didn't find anything -- the box to Follow is either checked or unchecked. These seem like basic features? I guess this whole debacle is over a basic feature, though.

Anyway, even if it's annoying, I'm glad she came in here and made a mockery of this issue that people have been following for two years. I love that -- at this point -- people are filing lawsuits and winning reimbursements over this. This continues to make GS's product useless for who it was made for -- the users. As both users and service providers, we need to be advocates and stop letting companies get away with this kind of crap -- it benefits no one but them.

The only reason I'm in this thread is because this issue affected me as a user, and as someone who /was/ interested in using GS commercially, it turned me entirely off to using it for any future projects. Since I assume, at this point, that there's no internal effort to get this handled, what are some good competitive services?

- - - - - - - - - -

Also, Bethany, publicly insulting one of your paying community members, regardless of behavior, in front of everyone here was a low blow. Contact Christa privately and tell her to cut it out next time.

Everyone has some things to learn about community management around here ;)
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Spelling Bee

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Hi Molecularities. Thank you for trying to stand up for someone. In this case however, no one was blaming Christa directly for the issue, or even bringing attention back on it. If anything, AussieBob and myself were just pointing out that she was going about things in the wrong way.

There are longstanding behavioral issues with Christa on our community board and it's way too much to go into here. While I am a champ moderator, as such she is not my customer. That being said, as a representative of the Company who's community I moderate, I want nothing more than for everything to to be peaceful and customers to enjoy their products. In the past and most recently the last two days, Christa has been a disturbance.

I'm sorry if you feel that my words were insulting to Christa, they were not meant in that way. They were however meant to convey the fact that she has been warned previously that her continued actions could lead to the company having no choice but to temporarily suspend her from participating in our community. I do agree however that this is not the place to discuss that topic any further, I respectfully apologize to the Get Satisfaction mods and site owners. This whole two year long 15 post viewable ordeal has enough drama on it's own.

Onto your question about good competitive services, the company whom I moderate for has found a few. We are looking into ZOHO ( http://discussions.zoho.com/ ) and a few others. While no official choice has been made, it appears that Get Satisfaction might have to be replaced as it's shortcomings are getting too big to ignore.

I wish you luck in finding a good solution for your business Molecularities.
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molecularities

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Apologies for not knowing there were underlying issues with that particular user and thank you much for the recommendation!
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Spelling Bee

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It's quite alright and no need to apologize. You are most welcome for the recommendation. If you find anything else that looks promising let me know so I can pass it along.
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aussiebob, Champion

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Thanks guys.No apology needed for or from anyone.
No one here has broken Getsatisfactions TOS and I apologise again if I seem a little forward sometimes.
I'm hoping you guys can resolve all your issues in your communities and I urge you to communicate there as its normally only misunderstandings.
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Christa

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Dear Aussie Bob,
If I did not thank you enough for your grace and professionalism in educating me, then please let me do it again as I am so grateful for how you conduct your education of community standards. Though you said what I had done was 'borderline' trolling you were educating me and never once called me a disturbance. Thank you again.

Dear Molecularties,
I am very grateful that you stood up for me. Thank you! I have felt insulted, censored, and bullied by Bethany just recently. I belong to a chat room on Facebook where I along with a lot of paying customers were very dissatisfied with a previous update to a game we all play. 99% of them do not know that this forum exists so I took the time, energy and effort while I sit home suffering from 10 herniated discs, many nerve impingements, etc. from a fall in a pothole to compile a list of both compliments and issues with the update. Over 150 people "liked" the page and thanked/complimented me for creating said page until 1 or 2 people came on and started calling me names and got so nasty that about 5-10 other people like you stood up for me. Finally Bethany stepped in and said that the nasty behavior would not be tolerated. She then instructed me in 1 thing... That I should have created separate topics for each item. I explained that 1) I was in too pain to do that 2) that we as a chat room community where I came from thought that it was a nice idea to have them all items in one place so that we could know about all the items that needed to be mentioned so that the topics wouldn't get overlooked or duplicated thus saving everyone time including the company. She instructed me that it was better to have them separate so that each one could be coded properly. So I dropped it. In fact, I went on vacation and just recently got back home. She never told me I would be banned. She told the bullies and someone else that curse words were not allowed.

Recently, another company game that I play started a contest where people were putting photos up entering the contest. Several of us were complimenting artists, asking questions, answering questions etc. where no one complained or called me a disturbance. We did not know about the 250 reply truncation issue. Another player posted the link to this page while posting their photo. I came to this page. Started making a handful of comments that pales to the 100+ already here and is similiar to the amount of some other users. I went back to the contest page and reported my findings. All of a sudden my posts were deleted without warning or education. Then Bethany (who is not a company employee) posted new rules. Shortly after an employee posted a comment. I wrote them a professional letter and Bethany has been harassing me ever since when all I did was compliment artists like other players were and and I answered a couple questions because I had read the rules of the contest in its entirety intending on entering said contest.

So please understand there are always 2 sides of the story. And please know that I'm grateful that you stood up for me because I feel highly insulted by her.

Dear Bethany,
Please stop following me into a thread that has nothing to do with Beeline and please stop insulting me and disparaging me. It is very hurtful when all I'm doing is being nice to my fellow players. I'm acting no different than I do on our game's Facebook page nor chat room where no one has complained. I have been thanked numerous times for my active roll in this forum. In fact in my catching up on threads here in my "dashboard" I read in one thread where a player said, 'I wonder if Christa heard back about the tombstones'. And other players in the Facebook chat room have asked if I've gotten feedback regarding other items I've submitted. I would appreciate it if you would take a note from AussieBob's helpful and kind tone. When I mentioned how something hurt my feelings they apologized for insulting me. But what have you done? You go on to hurt me. You a "champ" volunteer of our games continues to hurt a paying customer of our games who has been nothing but nice and helpful. Why would I want to pay to play 4 of the games you represent? I've paid hundreds of dollars because it is the only fun thing I can do to distract me from the pain I'm in only to be hurt by you? Sobbing... Thanks for adding more pain to my life.

Dear "Long topics" thread readers,
I'm sorry that you all will receive a copy of this but there is no other way to thank AussieBob and Molecularities and to ask Bethany to stop harassing me. I will combine my posts into one spot by editing the last one to a GS employee so that you all will not get another email. Thanks goes to William for also appreciating my comments. And lastly, thank you to all the users for your tolerance of a user learning the ropes of this particular community as other boards like DISBoards or SPP are not as strict and intolerant.

Thanks again!
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aussiebob, Champion

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Christa you are always welcome here as well as every customer that needs questions answered or to give praise or have an idea to better Getsatisfaction.
Also this area is the preferred place to report any technical difficulties so they can be address ASAP using separate topics if similar ones can't be searched for.
Re the other communities I personally think its just a communication issue and personality issue/conflict that can be rectified over time and just a small teething problem.
I urge you to look at the guidelines from each community you visit as they differ and try and resolve any issues you have.
On a personal note I'm sorry for your pain and I wish you a speedy recovery :)
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Christa

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Thank you so much AussieBob.
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S

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why does a hot topic like http://community.alesis.com/alesis/to...

only show me 25 replies?

Extremely not satisfied. It defeats the purpose of forums.

Super annoyed.

This reply was created from a merged topic originally titled
volume high showing 25 replies!.
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CreepersNemisis

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"
EMPLOYEE 0 Edit Delete Remove Official Thor (CTO) --->over 2 years ago
Good news: We have an update scheduled for deploy tomorrow night that will avoid truncation for all but the very longest threads. Once we finish our feature update, even the longest threads (those with 1000+ replies) will be back to normal.

Thanks for your patience. "

Isn't being patient for 2 years enough?
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Matt

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please see this post on the Mozilla Messaging forum https://getsatisfaction.com/people/pr...

Is it really correct that general users do not get access to the reply explorer? That takes this from a nuisance to rather a different level
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rsx11m

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That's correct, the reply explorer apparently is only available to users with moderator privileges (see the discussion above, unless that has changed recently).

Fortunately it is possible now to close topics, thus I had gone ahead with a previous active thread approaching 250 replies and closed it, thus preserving the discussion leading up to the final posts for everybody and continuing the discussion in a new topic. That's of cause not an acceptable workaround but did the job in this instance.
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printphi

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I'm the poster whom Matt is quoting. I've been searching and searching for a solution to my changing size and font problem in TB, and a few days ago I was able to read all the old posts in that thread. Then suddenly I could only read 15. Matt referred to a reply explorer, but that link is not there for me.

Even if it were, it seems ridiculous not to have the whole thread easily available. That's normal for other forums I look at. And I don't have the stomach to read all the messages above. Why should someone have to use all kinds of work-arounds just to read messages in a thread?

Speaking for people who aren't techies, I'm beginning to wonder if Mozilla is meant for me at all.
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peter

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It boggles the mind that such a basic feature (available in forums since the beginning of time) is still not available after TWO YEARS in the one place it would be needed most. getNOsatisfaction indeed.

I just hope that companies will stay away from this farce of a customer feedback (diss)service. Mozilla. Songbird. Do you hear me?
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peter

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Please promote this response by starring it as a "good solution" (They call the star a "solution", but starring this one could be called "promoting the truth").
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Amy Cottrell, Alumni

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Hi,

I'm so sorry for the inconvenience and I'm sharing the recent posts in this thread with the rest of the support team. Someone will follow up with you shortly to help with that particular Mozilla thread and to address your concerns about truncated topics. Again, I'm sorry you are frustrated!

Thanks,
Amy
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rsx11m

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GetSatisfaction has recently switched to CloudFront CDN (see http://gsfn.us/t/2qo36 for the related topic), which is expected to provide better performance than the previously used Amazon S3.

With this step hopefully addressing the performance arguments brought forward here, is there a better chance now that the 15-post limit is finally lifted?
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William Chaney

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I doubt it, as it is clearly not in the interest of the companies GS serves to allow consumers to see how many other people are experiencing the same unresolved issues. But it will be interesting to see what new excuses GS comes up with. Would a GS representative care to chime in?
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Caty, Employee

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Hi everyone,

I've spoken with our Chief Product Officer and he's confirmed that work on this problem will begin no later than next quarter! The product and engineering teams have designed a solution that not only fixes the problem but will also bring added functionality. What's left to do is finish scoping out all of the requirements and user flows, investigate the back end architecture, allocate the resources, and then actually build & release it. I'll keep updating the thread as there's more information that I can share with you.
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David Rowley, CTO

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Official Response
First, thanks for all the input, feedback, and patience you have shown around this subject. The original need to limit the number of replies displayed for a topic was twofold:

1. To manage back-end resources involved in managing the large amount data being presented.
2. To manage the way in which long lists of replies would be presented in the user interface.

In the end, showing only 15 replies after a certain number was exceeded resulted in a poor user experience. The truncation solution spawned a lot of ideas about clever ways to get access to the "hidden" replies, and a number of topics posted here discuss these options. Rather than introduce functionality that works around the fundamental restriction, we instead decided to address the root cause. We have implemented better resource management on the back end so we can efficiently manage topics with very large numbers of replies requested in the user interface. We have also implemented user interface controls that allow you to conveniently page through long lists of replies. We hope this satisfies the underlying needs of community members (to see all the replies on a topic), and gives community owners the freedom to introduce topics that generate a lot of conversation. After all, a key ingredient to a healthy community is active conversations, so the more we can do to support such conversations, the better.
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Roland Tanglao, Champion

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finally, thank-you!
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Jareth

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I remember when I posted saying that I saw the need for it and knew you guys and gals would get to it when you could and lots of people snapped at me for not going at you all. Now you have implemented it ( like I knew you would.) and I hope they feel like they should have conducted themselves in a more professional manner than they did. The way they acted was pretty childish, some more so than others, so one would hope they've learned from this.

Thanks guys for getting this in. Too bad Mojang closed their account but I still appreciate it. =)

(It was no fault of yours that they closed their account, it was all on them.)
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Caty, Employee

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Thanks Jareth! I'm glad you're happy with the solution we implemented. :)
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Nathan, Champion

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I noticed that the pagination feature has been implemented (without even looking at the update from David above).

Great job, Get Satisfaction. It's really good and is a lot more user friendly than truncating the replies. :)
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Caty, Employee

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Thanks Nathan! That means a lot! :)
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aussiebob, Champion

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Great to see one of the important and asked for topics addressed.
Good work Getsat team!

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