I see many people use Discourse as a kind of “ticket system”. Even Discourse team: How Does Team Discourse Use Discourse? I intend to do the same, and it looks it fits my needs. There is one thing is not clear to me, though: how do you people (and Discourse) team “close” tickets and, even more impo…

[Bild] wlandgraf: how do you people (and Discourse) team “close” tickets You can use the close button, or [Bild] Discourse Solved Plugin discourse2 Summary Discourse Solved allows users to accept solutions on topics in designated categories. open_boo…

Thank you @david . But what happens when you have private messages (e-mail sent to groups), which is why I believe many people (including Discourse team) use? Does the “solved” plugin applies to private group messages as well?

For private messages, we use a group inbox. Anything in the inbox requires action, anything “archived” has already been actioned. For longer-term things, we use tags.

Thank you David. Would you mind to elaborate a little bit more how do you use tags? We see a lot of potential in Discourse but we would not like to reinvent the wheel, and that includes defining the ticket workflow itself.

We don’t have any particular process related to tags in our inbox. We just use them to group related messages on an ad-hoc basis. If you haven’t already, this is definitely worth a read: It’s Time We Talked About Tags Our process is inbox, archive, and sometimes topic timers if something requires a…

You can also throw assigned into the mix. When a message or topic no longer needs follow up we unassign and archive it. Works quite well. We do also use Tickets Plugin 🎟 by @angus which facilitates assigning tickets and also provides ticket tags for priority, status and reason. Definitely worth a …

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david (David Taylor) 13. Januar 2020 um 13:05 2

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