Result page for ticket creation
We've had some confusion amongst our customers that's causing them to create multiple/duplicate discussions. It seems it's caused by a lack of clarity on the discussion submit page or the result page. When a user creates a discussion they're taken to the page where suggested FAQ links are provided. Below those FAQ links the button reads:
This didn't help - start a new discussion
However, on the homepage the link they clicked to access the discussion creation form also read "Start a Discussion", and when they click the "This didn't help - start a new discussion" button/link they're taken to a page where there's a small message at the top letting them know that their discussion was created (which users seem to be missing) and below that a form to create a discussion. Users seem to be missing the little message telling them their discussion has already been created and they're filling out the form and re-creating their discussion.
Three possible solutions I can think of include:
- Changing the button text on the result page that shows relevant
FAQ items to read something more like "This didn't help - submit my
discussion)
- Removing the create new discussion form from the final result
page - just provide a link or button that reads "Create another
Discussion" or something like that.
- Change the headline for the form on the final result page (that's the thing everyone seems to notice while missing the top message) to read the discussion category title and then have the words "Create Another Discussion" or something like that (ex. Problems - Create Another Discussion).
BTW - tenderapp is awesome :)
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1 Posted by rick on 19 Oct, 2009 05:43 PM
Thanks for the feedback. I've queued this up for discussion with the rest of the team.
Nicole closed this discussion on 03 Feb, 2010 09:27 PM.