Better cooperation between staff members

Soutien
1

Hi guys!

I’m trying to find a way to let our support staff cooperate better. Each staff member has his or her own account, but they can’t see if someone else in the staff has already seen and answered a question. This forces everyone in the staff to read every new topic to see if there are any unanswered questions somewhere.

Is there already some function or plugin that solves this problem, or am I maybe thinking the wrong way about this?

How do others do?

1 « J'aime »
2

This has come up before:

https://meta.discourse.org/t/presence-features-for-forums/12?u=jomaxro

2 « J'aime »
3

This is a very handy search query:

status:single_user in:unsolved status:open

Though it will exclude topics, that have been answered by a user who’s not a staff, as well.

4 « J'aime »
4

There’s a plugin that might come in useful for you

5 « J'aime »
5

Thanks for the suggestions!

I ended up using an automatically assigned tag which can be deleted when the question is answered.

2 « J'aime »
7

Discourse ships with some pretty nice presence features to show who is writing replies now.