To better manage the support forum I have decided to create a little support queue page for the forum.
The site can be accessed here by moderators only via the queue button which should be visible to you once you are logged in :)
As you can see this new "queue view" consist of two parts:
first are the threads marked for your attention. These are simply all threads which got a tag with your accounts first name.
That means you can mark threads if you use one of those names for that user:
Use that to monitor threads were you expect an answer or if you want another team member to look into.
The second part is the support queue.
This queue will show all topics that
- did not yet receive a reply by a moderator
- did receive a reply by a moderator but the user posted a follow up question
If you close a thread it will no longer be visible in the queue.
If you answer to a thread it will no longer be visible, as long as the user doesn't respond.
After answering you can also "soft close" a thread which means only moderators and the initial post creator can respond. This is sometimes necessary to prevent the "hijacking" of topics with different subjects.
With this system we should be able to answer everything without missing any threads. A nice side effect of this is that it also acts as a early warning system if we get to much requests.
If thats the case and there are several days of backlog you can notify me to help out.
PS: You can now remove the tag with your name from the thread and it will no longer appear in your support queue :)