We've been using Tender for a few months now, and we're unsatisfied with how it gets the community to help itself. How is this doable, outside of the auto-suggest?
Perhaps new topics could be pushed by email to all / some members for them to respond to, like a Google Group.
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#1 Posted by Will on 01 Apr, 2010 09:17 PM
Hey Sebastian. By default we don't force a users subscription settings on email notifications. Are you using Tender as a community discussion portal? Or do you have a support staff but too many common discussions that should be answered by the auto-suggest are making it through?
#2 Posted by sebastian on 06 Apr, 2010 06:26 AM
Neither - a lot of questions would be best answered by the community, if there was a way to push the questions to them.
We use Tender for website infrastructure support, and the issues that arise are so diverse that a knowledge base might never be good enough. Unless perhaps auto-suggesting previous threads along with the knowledge base and our wiki.
#3 Posted by Will on 06 Apr, 2010 08:45 AM
That may be possible to add in, but we'll have to review how that would work first. I've marked your feedback as a request for review by the team. If you have any ideas or additional feedback to add, feel free to let us know.
Are you all using private discussions or is everything kept public?
#4 Posted by sebastian on 06 Apr, 2010 08:10 PM
Default is for conversations to be public.
We're spending so much time on support that we're considering moving to an expensive support platform just because it would free up time.
What features are you looking into that goes in that direction?
#5 Posted by sebastian on 08 Apr, 2010 07:07 PM
Can I change the default email preferences for users? So they are subscribed by default to 'Problems', for example.
#6 Posted by Will on 09 Apr, 2010 01:01 AM
We don't currently have a setting to override default user subscription settings.
#7 Posted by Courtenay Support staff on 09 Apr, 2010 01:30 AM
Most users who inadvertently set up notifications HATE it, and will
send many many emails to that effect. We DO give new users a message
suggesting they subscribe to categories, however. If they don't,
wouldn't you assume they don't want to know?
Will closed this discussion on 18 Aug, 2010 10:13 PM.