Handling support requests appropriately

[hollyw]

@pfaffman

I think that all you can to is to reply to the message and say “please file a ticket” and close the topic (maybe delete it after a period?). You could also tag those as “support-ticket-required” or something like that.

I suspect the problem is that probably none of these users uses the forum except to ask for support, so it’ll be impossible to educate them.

You could try a pinned topic, but no one will read that either.

Thanks for the honesty. I do agree that these would probably not be our typical forum users, so it’s hard to provide a forum-based resolution.

@JimPas

We also have a category called “ Forum Workings ” which is visible to everyone. It details different aspects of Discourse and yes, people do ask and get questions answered there. We also use it to announce any new features graciously given to us by Discourse.

That’s interesting, never thought about having a category dedicated to Discourse stuff. We do have a couple topics floating around for things like badges and announcements, so it could be good to consider something along these lines.