When should you use "doesn't need answer" to questions?

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  • Updated 2 years ago
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When do you suggest marking questions as "doesn't need answer?" We have several questions that are general questions to everyone - example: "how do you use this service?" "how many price types do you use?" - where the user is looking for opinions, not an official answer. I feel like you should try to mark every question as responded to in some manner, but I don't want to put "doesn't need answer" when really I mean "doesn't need OFFICIAL answer."

Thoughts?

Kristen Gastaldo, Champion

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Posted 2 years ago

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Caty, Employee

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Hey Kristen,

I kind of agree with you in that "doesn't need an answer" doesn't always convey the right feeling. We use "doesn't need an answer" for a variety of things, but typically if someone posts a statement (e.g.: https://getsatisfaction.com/getsatisf... ), then we'll mark as doesn't need an answer. Also, if someone posts a question in the community and then responds to it with "nevermind, I figured it out," we'll mark those as well. Anything unrelated to your company or service, or topics that are created to be responded to by other members can also be marked this way as well.

For the questions that you listed above, I would probably mark them as "answered" and then depending on your company's content curation process, I'd either mark it as "canonical" (if it's an evergreen topic that others would find value in), or if it's a single-instance topic I'd archive it after a few days.

I hope this helps answer your question. If I can find any other good examples of topics marked with "doesn't need an answer" I'll post them here too. :)

Kristen Gastaldo, Champion

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Thanks Caty - I figured it was something to be used at our own discretion and see how it goes over in the community. If you have examples, that'd be great.

Also - the link in your reply gives me a "page not found" - might want to check it out!

Caty, Employee

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Ah! It was because I had an end-parenthesis too close to the URL. Silly robots! Haha, try it now, it should work. :)

And yes, I will definitely find some more examples for you.