Our forum was created with a few specific categories for discussion in mind, but we inevitably get users who create topics with support-related questions. These are questions that don’t fit any of our categories and would require opening a ticket with our Support team, outside of the forum.
My question - Have you guys encountered similar issues on your forum? How do you typically handle it? We want to ensure we’re handling these cases appropriately while 1. Making it clear that the forum is not meant for these types of questions, 2. Directing users to the appropriate Support team, 3. Not angering the users in the process.
Our current solution is to explain to the user that their question would be better suited for our Support team, and either direct them to that team or open up a Support ticket for them. It would also be nice if we could “mark” the user’s post as “support ticket opened” - very similar to the Solutions plugin that marks a post as resolved. Any idea as to whether such functionality (or a rough equivalent) exists, either in plugin form or as a native Discourse feature?
Anyway, it’d be good to get some general feedback around situations like this one, since we’re still learning as our forum and its user base grows.