On the frontpage of drupal.org there is/was a post by Kobus. He states that 'we' should pay more atrtention to customer service (support).

My idea is to have a kind of question-tracking system.

Mirroring the support mailinglist in the forums will enable users to find _much_ easier what they are looking for, if a question has been handled before. Also the followers of the support list will receive posted questions on the forums.

Better, IMHO, is to provide some kind of tracking system. So instead of the list, provide an 'create support query'. In this way we (the answerers) Will be able to track open questions, assigns support tot a supporter, and track status. The architecture for a good support system is there, its installed, working etc. So why not use it?

Ber

Comments

dries’s picture

dries commented

I'm OK with giving it a try but let's sort out things first. For example: people will continue to post questions on the forum as that is (by now) the obvious thing to do.

bkessels’s picture

bkessels commented

So maybe (for now) we could have the messages on the forum being forwarded
to the [drupal-support] mailinglist? Or will this result in too many potst tot
that list?

(btw, the original message was also posted by me, I'm anonymous, because of
a strange reason)

moshe weitzman’s picture

moshe weitzman commented

-1 for this request as it stands. Most everyone who actively answers questions is already subscribed to that list and already reads the forum.

The motivation to provide more structured support is good. But merely broadcasting forum posts to a mailing list provides no additional structure. In fact, it provides less. How do potential replies happen? Can I reply to the email or do I need to go to the forum reply there?

I guess an outline for what avenues of support we should offer is a logical place to start. Today we use Handbook, FAQ, forum and support email list.

Kobus’s picture

Kobus commented

I believe that creating a new project for this purpose is actually the best move. Yes, the forum will still be used, but there is nothing we can do about it - we can, however, use the new project alongside the forums, and eventually people will see that the project will give better results and scale down on the forums and use the project.

Why am I so sure that results will be better? Because reports can be closed when it is completed. It is very difficult to sift through all the requests in the forum. I have tried this today - very tedious.

Regards,

Kobus

Bèr Kessels’s picture

Bèr Kessels commented

This discussion got some new life over at: http://drupal.org/node/view/10596

Project: » Lost & found issues

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