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4th April 2003 
There were wings involved and home

Removing the option to regreen a support request without commenting back

Short, concise description of the idea
When a reply is sent to someone who has submitted a support request, they receive an email with a series of links at the bottom. Among these links are links that allow a person to comment back to a request, and links that allow a person to regreen the request without specifiying why they still need help. My suggestion provides an easy way for the person to only regreen the request by adding more information, as opposed to being able to regreen without specifying why.

Full description of the idea
Currently, in the email they are sent, there are the following links:

  1. If this wasn't helpful, you need to go to the following address to prevent this request from being closed in 7 days. Click here: (link)
  2. To read all the comments or add more, go here: (link)
Both links do essentially the same action: regreen the request. One of them allows the user to comment back stating why they need more help, the other does not. This is a remnant from the days before commenting back to a request did not automatically regreen it. Because of the code change that forces request to regreen when the user comments back, the first link (which just touches the request) is no longer necessary. It is confusing to the user. This link should be removed and both links should be replaced with the following: If this wasn't helpful, you need to go to the following address and leave a comment to prevent this request from being closed in 7 days. Please state what you further need help with. (link)

An ordered list of benefits

  • Requests would never be regreened without explanation.
  • Users would get quicker answers to their problems, as requests would not have to sit open, still needing help, with nobody knowing what further help is required.
  • Users would not have to guess as to which link to click, they would be more likely to click the right one.
  • No coding would be necessary. Just the wording of the email would have to be changed and a link deleted.
  • This would take very little time to fix and would fix a problem that has been plaguing the support boards for time immemorial.
  • [auc] will be used only sparingly.
  • An ordered list of problems/issues involved

  • Would take five minutes of someone's time.
  • Initial confusion.
  • There are very very very occasional instances where people ask for more help without saying what, but it's possible to guess at what they might want anyway.
  • An organized list, or a few short paragraphs detailing suggestions for implementation

  • Change the text of the email and delete one of the links.
  • That's about it, yesh.
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