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I use various filtered views to show the state of various threads (Unread, Unresolved, etc.) and in some cases, a customer has to open a support case.  I follow up on the case every few days to see if we have a resolution yet so I can share it back for posterity.

I document the case number in the Team Notes section.  I also have the Moderator Labels column enabled so I can see which case has an incident opened at a glance.  However, I have to then go into each topic to see the incident number since I can’t add a column for Team Notes.

Is this something on the roadmap?  I understand team notes can be HUGE, so showing only the first 10 characters (and hover over for the full) would be fine.

Thank you,

Thanks for sharing this idea @mstruening. Since team notes can indeed be large, this could be a bit tricky.

One recommendation I have is to try using a moderator tag for this purpose - these can already be shown as a column in the overview, and they aren’t visible to end users. Would that be a suitable workaround for you?

Updated idea status New → Open

Thanks, @daniel.boon as always!

Correct me if I’m wrong, but wouldn’t I need to create a moderator tag for every case number that ever comes out of the community?

Yes you would indeed have to create a moderator tag for each new case number - would that cause an issue?

We create tens of thousands of cases a month :grin:

So far I have already followed up on a dozen or so, and we only just launched a few months back.

I would easily be creating hundreds of labels over the course of a year (if not more).

Wow that’s a lot! Still, could you help me understand why would having hundreds of moderation tags would be a problem for you? :)

I had another answer typed out, and said, “Let me go see where Moderator tags are stored first” and I can’t find them anywhere.

So I made a tag with my case number which seems to work.

Is there any issue with having hundreds (and eventually thousands) of them?

I imagine if I ever need to create common tags I may have issues finding them amongst this massive list.

I can’t foresee an issue with this. Our team has a TON of moderator tags because of a Zapier integration I’ve set up with Slack (one for every topic that is created on inSpired). The filter on the moderation overview continues to work fine with it.

 

Ok, cool!  Consider it a workaround, though the idea would still have value :sunglasses:

Bump for this idea! :)

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