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Please create a way to reopen "answered" questions in SP help forums

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3 comments

  • Sara

    Hi Dorothy,

    By responding to one of our community moderators, you can always request that a post be changed from being marked as Answered to unanswered. Whenever a customer has a question that either we are unable to answer or requires a more specific workflow to achieve the request of the customer, we will go ahead and create a Help Request of their behalf. Additionally, another post can be made if questions are still unanswered and you would like them to be addressed again.

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  • Dorothy Cashore

    Hi Sara,

    What you’ve suggested sounds good, but in practice it is not working. I’ve seen quite a few examples of posts being marked “answered” and then receiving multiple comments from SP users indicating that the original issue was not resolved, but no moderator returns to respond to the follow-up comments. Here is one example, in which a post was erroneously marked “answered” and then 8 people indicated that the original need had not been addressed. It appears that no moderator continued to monitor the thread after it was answered. https://support.simplepractice.com/hc/en-us/community/posts/360076107212-monthly-stripe-fees-at-a-quick-glance-

    Note that while multiple users kept asking for the issue to be addressed after it was marked “answered,” no user explicitly said “moderator, please mark this question unanswered again.” That is because it would simply never occur to a user to do that — it’s far more natural for users to simply keep adding comments to the original post, hoping to catch a moderator’s attention. If you want us to know that we should explicitly ask for a question to be marked “unanswered” again, then that information should be viewable on every page of the help forum.

    However, there’s a much more common solution to this problem. I suggest that, as is common in other help forums, each time a moderator answers a question, users are presented with a widget that asks “Did this answer your question, yes or no?” We shouldn’t have to create a new post to get questions addressed again — this creates a lot of redundancy in the help forum, which is confusing for users and also, I imagine, makes it harder for moderators to track the interest in one topic when that single topic is unnecessarily spread across many separate posts.

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  • Sara

    Hi Dorothy,

    I can definitely provide some more context about our process with community posts. Currently, once a Community Specialist responds to a post, they immediately mark it as answered so that we are able to keep track for each other and know when a post was responded to. This is why you see posts marked as Answered even after customers continue to discuss questions and share answers and thoughts with each other. We do the best that we can to then follow up on the additional questions that customers have.

    We appreciate the feedback and I wanted to let you know that we're working on making improvements to our Community Forum and streamlining our process of interacting with our customers via the Community. I will go ahead and relay your comments to our team for further consideration so that we can work together on implementing a better process.

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