Email - "Did you get the answer you needed?" (Betteridge's Law)

[Andrew Neil]

The forum sends emails like this:

It's good to remind people to mark the solution if there is one - but what if there isn't?

What if the answer to that question is, "NO." ?

See: Betteridge's law of headlines.

Perhaps the email should include some tips on what to do next - and what not to do next; eg, just "bumping" the post ?

[Lina_DABASINSKAITE]

Hi @Andrew Neil , 

Thanks for brining this up and suggesting an improvement.

Indeed, the system does not know if there is a potential solution or not. I agree, the email text could be improve and we'll consider the changes in the near future.

If anyone else, has additional suggestions, feel free to write them here! 

Thanks a lot,
Lina

[Andrew Neil]

---

@Lina_DABASINSKAITE wrote:

 the system does not know if there is a potential solution 

---

It does know when a 'Solution' has been marked - I think these messages are only sent for a thread that's been idle for a while, and with no 'Solution' marked?

[Lina_DABASINSKAITE]

Yes, exactly. This is what I meant. Current rule is: the email is send after 7 days when there are questions with answers not accepted as solution. 

[Andrew Neil]

---

@Andrew Neil wrote:

Perhaps the email should include some tips on what to do next - and what not to do next; eg, just "bumping" the post ?

---

For example:

If the problem has not yet been solved, consider how you can help to move the discussion forward:

• Give an update on your progress in investigating the issue - what have you tried, and what were the results?
• Review the previous posts:
  • are there any details that you forgot to mention earlier?
  • have you tried all the suggestions people have made, and reported-back on the results? 
  • have you answered all the questions people have asked?

Just "bumping" the thread (making a post which adds no further information) is unlikely to help.

 

[Andrew Neil]

It seems to me that there are 5 scenarios:

1. The issue has been resolved, and
   1. the OP has marked the solution - so all is good & nothing more required.
      I presume the email is not sent in this case?
   2. the OP has confirmed that the issue is fixed, but hasn't done the 'Mark Solution'
   3. the OP has not confirmed anything.
       
2.  The issue has not been resolved, and
   1. the OP is still waiting
   2. the OP has given up on the thread