Internal Tagging + Stats
It would be nice if Tender provided some visibility into the distribution of types of issues. e.g., Staff could quickly tag issues with things like "billing problem", "website error", "feature suggestion A", or "feature suggestion B", and then we could later view trends on those tags over time.
-Stephen B.
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1 Posted by Will on 09 Oct, 2009 07:54 AM
Thats an interesting suggestion. I'll bring this up with the team soon and see what they think. Tagging hasn't been a popular request though, since queues eliminate most of the need for how people use tags.
2 Posted by Stephen Blanken... on 09 Oct, 2009 05:25 PM
Yeah... I guess the concept of "tags" would be more of an implementation detail. The overall scenario is this:
Jeff/Paul/Stephen all handle a butt-load of support each day. Jeff says, "Man, a lot of people are saying X", while Paul says "a lot of people are saying Y". It's hard for the whole team to have an accurate perspective on what users are wanting/complaining about. We would like to know what feature/bug is the most commonly requested thing, without it necessarily being public and user-driven like uservoice would be.
Similar to how Tender lets you know your response time over the past day/week/month, it would be cool if it showed us the most requested topics over the past day/week/month. Anyways, just an idea...
-Stephen
3 Posted by rick on 09 Oct, 2009 05:50 PM
Yes we're very interested in this. However, I think queues would work just fine for this too. Perhaps we implement a system like Gmail labels that lets you hide some of the less important queues.
4 Posted by Stephen Blanken... on 09 Oct, 2009 05:59 PM
That's a good point that queues could be used to get a count of "types" of issues. Hmm, I think we'll give that a try and see how it works out.
Thanks,
Stephen B.
Will closed this discussion on 18 Aug, 2010 10:10 PM.