Solved improvements: Allowing members to indicate they're experiencing a reported issue

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When a member finds an unsolved topic that describes an issue they’re also facing, there’s been no easy way for them to signal that or get updates about solutions to the topic. To address this, we’ve added a Me too button to unsolved topics in support categories, which members can click to indicate that they’re impacted by the reported problem and opt-in to receive a notification about the solution.

In this topic, we’ll review the major changes and share how you can start using this today.

:microscope: What’s changed

An unsolved topic in a support category now shows a Me too button in the first post. Members can click it to indicate they’re experiencing the same issue.

Members can click the "Me too" button on unsolved topics to share that they're impacted by the issue and receive a notification when the topic is solved.
Members can click the "Me too" button on unsolved topics to share that they're impacted by the issue and receive a notification when the topic is solved.1332×482 22.1 KB

When a member clicks Me too, a few things happen:

  • The counter within the button ticks up. The counter always starts at 1 to represent the topic author.
  • The topic tracking will be set to Tracking, which means they’ll receive a notification when the topic is solved.

If a user that’s not logged in (i.e. an anonymous visitor) clicks Me too, they’ll be prompted to log in or create an account. The Me too button disappears once a topic is solved.

:gear: Turning on the “Me too” button in your community

For now, this is considered an experimental change! We’re welcoming your feedback, which will help us make improvements and roll this out further.

To turn this on, head to the Upcoming changes page in your admin area (/admin/config/upcoming-changes) and find the Enable solved shared issues item. Update the Enabled for… field to opt your site in to this new design:

:warning: You must also turn on the Enable support type category setup upcoming change to use this feature.

The "Enable solved shared issues" upcoming change item, which you can enable to add the "Me too" button to unsolved topics.
The "Enable solved shared issues" upcoming change item, which you can enable to add the "Me too" button to unsolved topics.967×258 27.3 KB

:mega: What do you think?

We’re eager to hear how this is working in your community — please share your feedback here and let us know how we can continue to improve support categories for you and your members.

5 Likes
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This is neat!

I’d be interested in seeing an option (or perhaps with Data explorer) to be notified as an Admin if X amount of people choose “Me too”.

This seems like a strong way to signal high pain points - and ideal for marking the solution, providing one, or escalating internally for us. Seems especially useful for prior conversations from months ago that I’m not regularly reading now, but people may still be experiencing issues with

3 Likes
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Is it possible for such topics to be bumped when a Me too is clicked? Otherwise topics from years ago could get high counts, but with little visible effect. (Perhaps behind a setting to not create noise for some communities)

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Right now, this feature is more focused on the member side (making it easy for members to opt-in to notifications about the topic’s solution), but there are definitely ways we can make it more useful to admins/staff, as well, like reporting on the “Me too” counts or helping those surface in other ways.

Keep the ideas coming!

4 Likes