Closed Threads

[craigbrass]

Can I ask why sorted issues are getting the threads locked?

[Jamie Edwards]

I've closed some threads that I have seen where the OP has posted to say that the issue was resolved - if people have similar issues, they create their own thread which lends to cleaner threads (better search results here on the forum).

[craigbrass]

I disagree.

1. The issue may not of been actually resolved and the user may want to post back to say this.
2. If users have the same issue, it makes more sense to be say so in the same thread.

Please don't do it in future.

[Jamie Edwards]

Only the threads where an obvious resolution has been reached and posted have been closed in this way; creating an easier to browse search space (search is what we encourage users to use).

It reduces thread clutter. I would agree with you if someone posted their issue was resolved 'behind the scenes' and I then closed the thread, but I do not.

[craigbrass]

Jamie: Can you STOP locking threads now. It is getting really annoying. This is an interesting post! for example. That just really annoyed me as fine, it has been a while but it gives you no right to lock such a thread. Please don't do so again.

[Jamie Edwards]

Craig,

Very, very few threads are locked here - and when they are, they are for good reason. This thread posted was in reference to an article, a discussion of which that took place on that same website.

The issue it discussed was long since resolved, and nothing would be achieved by (re)discussing it here. If there is anything to add to it, I am sure you can do so by adding a comment to the article.

The moderators here on the forum (Kayako staff and Community mods) will continue to moderate threads as they we see fit.

Thanks,

[craigbrass]

No offence intended here but you don't appear to understand how this sort of thing looks to a customer. It clearly looks like you are trying to stop negative discussion by closing such a thread regardless of what you think you are doing.

[jibo]

Craigbrass: I Agree with Jamie, i also moderate the forum of our company. We have over 55.000 users. There is absoluty no need to discuss about problems witch are solved.

The topic you are talk about craig, had also no intention to start a discussion, i did not see any argument to talk about. If he had a good point to start an constructive discussion there was a point, but now there is not.

I think that Jamie is not intending to stop negative discussion, but once a problem is solved it is solved, mistakes are made and life goes on.

Don't do everything the amrican way, in sue sue sue sue and sue. We are a human, we all make mistakes.

I hope the point is clear.

Greetings from The Netherlands

[supportskins]

I do not think Craig is questioning Jamie's intent. I suppose he is just suggesting how it would look from a client's prospective

[Jamie Edwards]

Customers looking at the thread will still get to see the article, draw their own conclusions from it and if they have anything to add they can add a comment on the article's website.

Originally Posted by craigbrass

No offence intended here but you don't appear to understand how this sort of thing looks to a customer.

I do, and there is nothing to be gained (and nothing lost) from recovering the topic here, a long time down the line when the issue has been resolved. As Jibo put it very elequently;

but once a problem is solved it is solved, mistakes are made and life goes on

I am not sure why Craig is personally annoyed by the locked thread, or why he is instructing us to stop locking threads. However, I still insist that we're only moderating where there is something to be gained from moderating; such as improving the quality of the forums, and all of the moderators here can do so at their discretion.

Thanks,

[jibo]

Supportskins i agree with you that it COULD look strange, but you are a regular here, you are also a client, and with common sense you know that i have a point.

I can give a lot of examples from the servicedesk i work on.

Edit, now we have a good discussion and not a bull**** topic were we talking about
nice!

[supportskins]

Yeah I guess its no point discussing, however comments such as these are not for someone like me who is not only is regular on the forums but have also worked for Kayako. They are carefully read by prospective clients who are considering purchasing Kayako.

[jibo]

True! I Agree that prospective clients should not get a wrong opinion from 1 mistake!