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Thunderbird/Support/Workflow: Difference between revisions
→Create a summary thread if users post their problem across multiple threads
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* Lots of times, desperate users post fragments or all of their problems as replies to multiple (let's call it 'n') threads. This would be great if their problems were 100% identical to the problems in the multiple threads and if the threads were active. Unfortunately 99% of the time the problem is not the same and more than 50% of the time the thread is inactive or hopelessly muddled and confusing with several users asking for help with multiple similar but not identical problems. | * Lots of times, desperate users post fragments or all of their problems as replies to multiple (let's call it 'n') threads. This would be great if their problems were 100% identical to the problems in the multiple threads and if the threads were active. Unfortunately 99% of the time the problem is not the same and more than 50% of the time the thread is inactive or hopelessly muddled and confusing with several users asking for help with multiple similar but not identical problems. | ||
* In their desperation, they don't realize that this makes it more difficult to help them. They figure that this will maximize the exposure and likelihood of getting a response. Recommendation: Create a new "summary" support topic for them with a relevant title and with content paraphrasing all of their problem across all the threads. And then post a reply (using the "use one topic, not multiple topics boilerplate") on all 'n' (or at least 2 of n) of their threads linking to the summary support topic and unsubscribe from the other threads in Get Satisfaction. | * In their desperation, they don't realize that this makes it more difficult to help them. They figure that this will maximize the exposure and likelihood of getting a response. | ||
* '''Recommendation''': Create a new "summary" support topic for them with a relevant title and with content paraphrasing all of their problem across all the threads. And then post a reply (using the [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Use_one_topic.2C_not_multiple_topics|"use one topic, not multiple topics boilerplate"]]) on all 'n' (or at least 2 of n) of their threads linking to the summary support topic and unsubscribe from the other threads in Get Satisfaction. | |||
=== Give Thanks === | === Give Thanks === | ||