Replacement of the Unreported Service Issue Thread
Problem : the Unreported Service thread is intended to be used only when a member notices a recurring possible service issue on the Help and Support forum. The requirement is that five links with the issue should be posted for an Educator to investigate and then, if necessary, act upon. Educators are subscribed to the thread so help should always be at hand. However, this thread is now used as a general dumping ground for isolated issues, complaints and general questions. To all intents and purposes it doesn’t work.
Idea : my idea is simply to change the thread so that if someone feels they have reason to alert an Educator to a potential service issue they would have to complete a form not dissimilar to an agent form. As illustrated below, the member would be required to select a category and then supply the links to threads reporting a problem. This would prevent the thread from being cluttered in the way it is now and make it easier for members to check to see if there are any reports of potential problems.
Below is a suggestion of how I envisage the form might look in the thread.
As always, feedback and support is welcome
*Edited to address the points @gordie10 has raised. Yes, I would envisage that after the form has been sent a
post would appear as normal to show that a potential problem has been flagged up and any reply from an Educator would appear for members to read. Without that there would be no point as no one would know if anyone had spotted or raised an issue, or the outcome of reporting it. The form would be the only way to post in the thread.
Overall, I think the thread should end up looking similar to the current version ; the main difference being there would no longer be individual service issue reports and complaints burying everything, thus making it easier to read.