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Re: find posts to escalate after 24 hours

Hi @sdodds, we have the same use case as you do, so on top of the great solutions already provided above perhaps this can help:

 

  1. We use the Salesforce Connector v3 to automatically escalate unanswered posts into our Support case queue after x amount of time. You can find out more about that here: https://community.lithium.com/t5/Integrating-with-Salesforce/About-the-Salesforce-and-Lithium-integr...
  2. Our moderators also keep an eye on the out of the box Unanswered Posts component/page and use time stamps as a reference to see what's been unanswered for 12h-23h (before it gets escalated to Support) in the event there are low hanging fruits that have existing solutions they can point to or share with SMEs/superusers to take a stab at answering. Just replace the domain with your own: https://community.alteryx.com/t5/forums/unansweredtopicspage/node-id/community%3A1

 

Hope this helps,

 

Julie Hamel
Director, Global Community @ Alteryx
Also previously known as JulieH
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Advisor
Advisor

Re: find posts to escalate after 24 hours

Thank you all! So wonderful to hear how others are tacking similar problems - you've given me lots of ideas!

 

One thing we are also trying out, is using custom tags to identify those posts that are:

  • important to be answered,
  • and that we think the community could answer,
  • but we know we will escalate if they aren't.

 

Then we use the moderation tool to filter on these tags for any potential follow-ups. It's kind of similar to @JasonHill's former spreadsheet, only we can stay within the community. Since we are reading all the messages anyway, this may be just as effective as a query.

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Re: find posts to escalate after 24 hours

For those interested, I've played around with some query string parameters in the Moderation tool to filter and sort views for us:

 

URL:

https://YOUR.COMMUNITY.DOMAIN>/t5/bizapps/page/tab/community%3Amoderation?filter=adminTags&admin_tag...

 

QSPs described:

  • filter=adminTags&admin_tags=modbar.mod_review%3Areview_in_twenty_four_hrs : this is filtering by the custom tag we are using. Your custom tags are likely different of course, so best to select via the sidebar filter options.
  • sort_by=-topicPostDate : to reverse sort by post date to see the latest posts first.
  • openresponse=true : to return only topics without a response, if that is what you are looking for.
  • search_page_size=100 : to see the results you want on one page (because using the pagination controls removes any additional query string parameters you add).

 

Happy hunting!

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Frequent Advisor
Frequent Advisor

Re: find posts to escalate after 24 hours

Thanks for that! unfortunately the URL is broken in your post - can you share it again?
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Occasional Advisor
Occasional Advisor

Re: find posts to escalate after 24 hours

Hi @edgiansante

 

Please try these URLs:

 

https://YOUR.COMMUNITY.DOMAIN/t5/bizapps/page/tab/community%3Amoderation?filter=adminTags&admin_tags=YOURCUSTOMTAG&sort_by=-topicPostDate&openresponse=true&search_page_size=100

https://YOUR.COMMUNITY.DOMAIN/t5/bizapps/bizappspage/tab/community%3Amoderation?filter=adminTags&admin_tags=YOURCUSTOMTAG&sort_by=-topicPostDate&openresponse=true&search_page_size=100

In our community, the path name is bizappspage (2nd URL, after bizapps), and not page.

 

But unfortunately both links don't work in our Lithium community Smiley Sad

 

I haven't figured out why it doesn't work. I guess it's due to the URL structure or configuration of the community.

 

Maybe, @sdodds could help?

 

Thanks, Daniel

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Re: find posts to escalate after 24 hours

@schwarzd @edgiansante

 

I think the problem with my example was the "&search_page_size=100" parameter. I've found this parameter doesn't like amounts over 50 for some reason. Try "&search_page_size=50" or lower, instead.

 

Another issue I found is that pagination controls on the page break the filter I've set via manual query string parameters. So we no longer use them with the modified URLs, we use the parameter  "&page=1" and adjust it in the URL to go from page to page: "&page=2", "&page=3", etc.

 

I also checked, and both "/bizapps/page" and "/bizapps/bizappspage" work in my community. So for compatibility it is probably best to stick with the latter.

 

Finally, since I posted this message originally we have standardized on three URLs we use in our moderation process:

 

1) For our moderator initial review of every message:

https://OUR.COMMUNITY.DOMAIN/t5/forums/recentpostspage/post-type/message/page/1

Straightforward view of every post (forum topic and replies, blog articles and comments, etc.), though we also filter by category for some moderators who focus on specific areas using "/category-id/OURCATEGORYID/" e.g. "/category-id/English".

 

2) For review for potential support escalation after 24 hours:

https://OUR.COMMUNITY.DOMAIN/t5/bizapps/bizappspage/tab/community%3Amoderation?filter=adminTags&admin_tags=modbar.mod_review%3Areview_in_twenty_four_hrs&sort_by=-date&search_type=message&search_page_size=20&page=1

Our moderation team applies the tag "review_in_twenty_four_hrs" to the message as they read new posts over the course of the day (1), then reviews the above URL afterwards to determine which posts have exceeded the time threshold and need escalation.

 

We also use the following parameters:

  • "&search_type=message" to see both topics and replies, since replies may also require escalation/re-escalation. Note that as a result, we've effectively dropped the "openresponse=true" parameter from our process.
  • "&search_page_size=20" to control the number of messages on each page (under 50).
  • "&page=1" to manually navigate to the right date range by page.

 

3) For collection of weekly/monthly product feedback posts on the community:

https://OUR.COMMUNITY.DOMAIN/t5/bizapps/bizappspage/tab/community%3Amoderation?filter=adminTags&admin_tags=modbar.mod_feedback%3Aproduct_feedback&sort_by=-date&search_type=message&search_page_size=10&page=1

 

Our moderation team applies the tag "product_feedback" to the message as they read new posts over the course of the day, then reviews the above URL afterwards to determine which posts to include in our weekly/monthly reports.

 

We also use the following parameters:

  • "&search_type=message" to see both topics and replies, since feedback happens in both. As above, we've effectively dropped the "openresponse=true" parameter from our process here as well.
  • "&search_page_size=10" to control the number of messages on each page (under 50) - "10" works best for us to allow for quick counts of feedback posts in our reports.
  • "&page=1" to increment/manually navigate to the right date range by page.

 

Hope that helps! Would love to hear how others are handling these processes with their teams, or any URLs/parameters they've found or discovered!

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Occasional Advisor
Occasional Advisor

Re: find posts to escalate after 24 hours

Hi @sdodds

 

Thanks a lot! I like to try it out.

 

Daniel

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Frequent Advisor
Frequent Advisor

Re: find posts to escalate after 24 hours

Thanks both for that! Neither URL works for me (points me to the homepage) so I guess that's to do with the customization that was made?
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Re: find posts to escalate after 24 hours

Hmm - we're not yet on Responsive in our community, so perhaps that is the issue? 

 

The first URL (below) shouldn't be using any customizations I'm aware of - change the domain and it should work fine.

https://OUR.COMMUNITY.DOMAIN/t5/forums/recentpostspage/post-type/message/page/1

 

Anyone else on the Responsive platform tried these URLs yet?

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Occasional Advisor
Occasional Advisor

Re: find posts to escalate after 24 hours

Hi @sdodds,

 

this URL works fine in our responsive Community:

 

https://sbbcffffs-community.sbb.ch/t5/forums/recentpostspage/post-type/message/page/1?profile.language=en-gb

I just added the language parameter, to display the english posts.

 

I just noticed that there is probably a small problem with the display of the number of replies. I'll check that with our community agency.

 

Thanks & Regards, Daniel

Community Manager, Swiss Federal Railways (SBB)

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