Confirmed users
5,365
edits
Talk:Thunderbird/Support/Workflow: Difference between revisions
→Marking topics as "answered"
| Line 14: | Line 14: | ||
=== Marking topics as "answered" === | === Marking topics as "answered" === | ||
It is unclear to me at which point a topic should be considered answered or solved. What is "80%" in this regard, by which metric? I have seen it frequently that a response is posted and then the topic marked immediately as answered without waiting for a response that the ''reporter'' considered it solved. This doesn't look good even if the guessed solution happens to be the right guess. --[[User:Rsx11m|Rsx11m]] 22:27, 5 July 2010 (UTC) | It is unclear to me at which point a topic should be considered answered or solved. What is "80%" in this regard, by which metric? I have seen it frequently that a response is posted and then the topic marked immediately as answered without waiting for a response that the ''reporter'' considered it solved. This doesn't look good even if the guessed solution happens to be the right guess. --[[User:Rsx11m|Rsx11m]] 22:27, 5 July 2010 (UTC) | ||
* this is a great point rsx11m but most of the time, when you give a solution, most of the the time, unlike in bugzilla, the original reporter doesn't respond to say it did or didn't work. And in my experience most of the time, the solution is right. If you mark something as answered or solved, and it doesn't solve the problem then by all means set it back to Problem/Acknowledged or Problem/In Progress or Question/no status. Unfortunately in Get Satisfaction, most of the time the people disputing the resolution are not the original reporter and they have a slightly different problem which requires a different solution. In that case, please ask them to start a new topic and leave the original topic solved. --[[User:rtanglao|Roland]] | |||
=== Use of emoticons in responses === | === Use of emoticons in responses === | ||
Users having a problem and trying to get a solution are usually frustrated, thus - as a responder - I'd only use the "happy" symbol if the reporter got a satisfactory response. Doing so without being certain that the response actually helped could be considered provocative or disregarding the user. --[[User:Rsx11m|Rsx11m]] 22:27, 5 July 2010 (UTC) | Users having a problem and trying to get a solution are usually frustrated, thus - as a responder - I'd only use the "happy" symbol if the reporter got a satisfactory response. Doing so without being certain that the response actually helped could be considered provocative or disregarding the user. --[[User:Rsx11m|Rsx11m]] 22:27, 5 July 2010 (UTC) | ||