tag:help.tenderapp.com,2008-11-12:/discussions/problems/26795-savvy-end-users-dont-understand-unclaimed-discussionsTender: Discussion 2018-10-18T06:27:30Ztag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-01T15:47:20Z2013-04-01T15:47:20ZSavvy end users don't understand unclaimed discussions<div><p>Troy -</p>
<p>All unclaimed discussions, unless they are marked as spam,
should still show up in the pending dashboard for support staff to
claim. You can also set up your notifications so you receive
notifications for any unclaimed discussions.</p>
<p>As far as the UX or wording change, an unclaimed discussion
occurs when the discussion is created by someone who has a user
profile but isn't logged in. Once they create the discussion they
should be redirected to the following login screen with message -
<a href=
"https://www.evernote.com/shard/s1/sh/e345e168-a671-4d48-99ce-f15ae2323510/7083d0a5b710820d127255a786bff17b">
https://www.evernote.com/shard/s1/sh/e345e168-a671-4d48-99ce-f15ae2...</a>.</p>
<p>I'll bring this issue up at our weekly meeting tomorrow to see
if we have thoughts on how to improve the message.</p>
<p>Thanks,<br>
Nicol</p></div>Nicoletag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-01T16:08:27Z2013-04-01T16:08:27ZSavvy end users don't understand unclaimed discussions<div><p>Hi Nicole,</p>
<p>I understand the current behavior (or think I do, and your
explanation matches what I thought), but based on their behavior,
my users don't.</p>
<p>After seeing the actual message you send, I can understand why.
I'd suggest turning it into something more beneficial for the user
than "assign the discussion to your user profile." Something
like:</p>
<pre>
<code>We noticed that you already have an account. So that we can provide a better answer and you can follow the ticket online, would you mind logging in?</code>
</pre>
<p>As an aside, our users have no idea what a "Tender site" is.
Most will have never heard of Tender. I propose replacing
<code>Tender site</code> with <code>support site</code> in all
end-user-facing prompts, or maybe if the Tender is using SSO,
simply <code>site</code>.</p>
<p>Troy</p></div>Troytag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-04T17:56:51Z2013-04-04T17:56:51ZSavvy end users don't understand unclaimed discussions<div><p>Hi Troy,</p>
<p>We changed the language and it will now read:</p>
<blockquote>
<p>The email address you used is already registered. Please login
to post your discussion: XXX</p>
</blockquote>
<p>Let me know how that works out for you.</p></div>Julientag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-04T18:12:52Z2013-04-04T18:12:52ZSavvy end users don't understand unclaimed discussions<div><p>Thanks!</p></div>Troytag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-19T14:09:34Z2013-04-19T14:09:34ZSavvy end users don't understand unclaimed discussions<div><p>Just an update with results here. On the only unclaimed ticket
we've had after this change, the person still immediately opened a
second ticket (after logging in). This person is a full-time
developer and entrepreneur by trade and a savvy guy, but the new
wording still wasn't enough for him to realize what was happening
and that he didn't need to do so.</p>
<p>Troy</p></div>Troytag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-19T17:34:48Z2013-04-19T17:34:48ZSavvy end users don't understand unclaimed discussions<div><p>Hi Troy,</p>
<p>I'll play with the language and see if I can come up with
something better and more explicit.</p></div>Julientag:help.tenderapp.com,2008-11-12:Comment/261528962013-04-24T17:08:02Z2013-04-24T17:08:02ZSavvy end users don't understand unclaimed discussions<div><p>Hey Troy,</p>
<p>I tweaked the language a little bit again. Let me know if you
get more lost users..</p></div>Julientag:help.tenderapp.com,2008-11-12:Comment/261528962013-07-19T14:24:31Z2013-07-19T14:24:31ZSavvy end users don't understand unclaimed discussions<div><p>FYI, here's one more lost user. Papertrail's Tender, tickets
5837 (initial, was unclaimed until a minute ago) and 5739 (second
ticket they opened while the first was unclaimed). I'm starting to
think that the very idea of an unclaimed ticket - really, anything
that's handled any differently than requestors expect - is
impossible to communicate, and that the goal should be to make it
really hard to end up in that situation.</p></div>Troytag:help.tenderapp.com,2008-11-12:Comment/261528962013-07-19T15:01:28Z2013-07-19T15:01:28ZSavvy end users don't understand unclaimed discussions<div><p>Troy -</p>
<p>We'll discuss it at our weekly meeting (beginning of next week)
to see if there is anything we can do to further tweak this and get
back to you.</p>
<p>Thanks,<br>
Nicole</p></div>Nicoletag:help.tenderapp.com,2008-11-12:Comment/261528962013-07-25T05:43:23Z2013-07-25T05:43:23ZSavvy end users don't understand unclaimed discussions<div><p>Hey Troy,</p>
<p>I'm afraid this will be discussed next week :/</p>
<p>Thanks for the kind words!</p>
<p>Cheers :)</p></div>Julien