Hello all,
not 100% sure this belongs in the support category - there may be a technical solution for this, but also it’s a bit of a philosophical discussion.
We use discourse as a support forum. We use tags to tell whether a post needs an answer, or what its status is generally. This has been working well.
One thing we are trying to accomplish, and haven’t yet found a solution, is to easily keep track of requests (from our customers) to our team to perform a certain action for them they cannot accomplish on their own. Let’s say 5 people per month all request the same staff intervention that takes an average support engineer 10 minutes to complete.
We use data on these kinds of interactions to assess how important they are for the engineering team to dedicate work towards improving or implementing in a self-serve way through the UI. If its a request we only get rarely, we wouldn’t rush to fix it. If we got it all the time, we would.
If these requests are made individually as separate topics, they are fairly straightforward to count, but, if 10 users in 8 different threads all make the same request, we have no straightforward way to count the posts that ask for the same thing (except manually, which is prone to error.)
Or, if a thread starts as a conversation about something different and then suddenly a request for the staff action somehow surfaces.
If we had a way of counting, tagging, or otherwise singling out an individual post, we could find a way to somehow count that data.
I know this is maybe a niche scenario, but we can’t be the only ones wresting with this. I’d be intrigued by any suggestions as to how we can count/automate or otherwise capture this data!
many thanks.
