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Remind forum posters to reply to their posts

Community Forums
Implemented
on 12 Nov 2020

In order to better help other community members in finding solutions to their problems, I would like Outsystems to remind forum posters to either reply or mark answer as solution to their posts.

I come across a lot of posts that are unanswered by their poster while they seem to have potential solution answers posted.

Created on 22 Jan 2019
Comments (14)

Changed the category to Community Forums


HI Nordin,


currently, all the posters receive an email notification with the community users answers. Did you receive them? it is configurable here:


Also, all the answers have a Mark it as Resolved link.


Hi Ana,

Thanks for the reply.

I know about the notifications and I do receive them.

What I think is missing is a notification to let the poster know that there have been several replies to his/her post and that the poster either hasn' t replied yet or hasn't marked an answer as solution yet. 

We need to remind the original poster to let the community know about the progress and if he/she found a solution to the problem. If not, after a certain period of reminders, the moderators can close the topic.


Cheers,
Nordin


I'd be cautious about the number and frequency of reminders, as they can quickly be seen as spam and any emails from the community simply be discarded as irrelevant.

I do like the idea, but it needs to be "controlled":

  • reminders should only be sent after other users' activity with no reaction from the poster;
  • the system waits for a acceptable amount of time without any reaction before sending the first reminder (users typically receive emails of each answer to the topics they take part in) ;
  • this behaviour is reset every time the OP posts to the topic;
  • just a few reminders (between one and an arbitrary three) spaced out with enough time they are not seen as spam.

Fantastic idea as at the moment it is unclear as to whether a post has been resolved or not or has just had others replying to it asking for more information.

Changed the status to
Working on it
expected delivery in Q4 2020


Hi Nordin.


We just started working on your idea, so I set the status to “Working on it”. We expect it to be ready during Q4. I’ll post an update once it’s done!


Thanks again for your great idea!


Cheers

Merged this idea with 'Reminder to mark as solution' (created on 15 Mar 2019 09:30:38 by Nuno Reis)

Sometimes people forget or simply give up on getting an answer for something asked a while back. Maybe I got the answer by myself and forgot to provide it to the community.


X days after the last answer received in a post I started that has not a "Mark as Solution", I should receive a reminder to:

  • pick a solution;
  • give more information;
  • mark as no longer needed.

It's not a big deal. Support sends very frequent mails asking for inputs.

My suggestion is one 1 month after and a second 3 months after. They can even be grouped in a single email (on the 1st of March a summary of January pending questions).


(And a date filter so you don't bomb everyone with 300 emails related  to 10-year-old posts)



This comment was:
- originally posted on idea 'Reminder to mark as solution' (created on 15 Mar 2019 by Nuno Reis)
- merged to idea 'Remind forum posters to reply to their posts' on 03 Nov 2020 12:20:35 by Susana Ferreira

Agree, sometimes there are posts that in fact have the solution and we have to dig in the multiple replies.



This comment was:
- originally posted on idea 'Reminder to mark as solution' (created on 15 Mar 2019 by Nuno Reis)
- merged to idea 'Remind forum posters to reply to their posts' on 03 Nov 2020 12:20:35 by Susana Ferreira

Hi Nuno,

I've submitted a somewhat similar idea:

https://www.outsystems.com/ideas/6279/remind-forum-posters-to-reply-to-their-posts

And this idea from Jorge Martins also aims at solving the same problem, only he proposes a different solution:

https://www.outsystems.com/ideas/6553/suggest-as-solution-button-for-of-a-topic

I think the Outsystems community engagement team can combine these and discuss a possible solution.

Regards,

Nordin



This comment was:
- originally posted on idea 'Reminder to mark as solution' (created on 15 Mar 2019 by Nuno Reis)
- merged to idea 'Remind forum posters to reply to their posts' on 03 Nov 2020 12:20:35 by Susana Ferreira

Hi Nordin.

Your idea is better than mine! I missed it before, but it got my vote.



This comment was:
- originally posted on idea 'Reminder to mark as solution' (created on 15 Mar 2019 by Nuno Reis)
- merged to idea 'Remind forum posters to reply to their posts' on 03 Nov 2020 12:20:35 by Susana Ferreira

Like this idea. The forum members contributing appreciate the badge and addition to the rank score when their efforts are acknowledged.



This comment was:
- originally posted on idea 'Reminder to mark as solution' (created on 15 Mar 2019 by Nuno Reis)
- merged to idea 'Remind forum posters to reply to their posts' on 03 Nov 2020 12:20:35 by Susana Ferreira
Changed the status to
Working on it
expected delivery in Q4 2020


Hi Nuno.


We just started working on your idea, so I set the status to “Working on it”. We expect it to be ready during Q4. I’ll post an update once it’s done!


Thanks again for your great idea!


Cheers



This comment was:
- originally posted on idea 'Reminder to mark as solution' (created on 15 Mar 2019 by Nuno Reis)
- merged to idea 'Remind forum posters to reply to their posts' on 03 Nov 2020 12:20:35 by Susana Ferreira
Changed the status to
Implemented
on 12 Nov 2020


Hi Nordin,

We're happy to inform you that your idea was implemented.

When questions have at least 2 answers, but none of them marked as a solution yet, there will be a blue alert at the top of the post's page, only visible by the post's owner, remind him to mark an answer as a solution.

Thanks,

Tânia

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