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Hi everyone,

I’d love to hear how others handle this situation:

A customer posts a question in the community, but they also have an active support case open for the same issue.


🎯 What I'm Trying to Figure Out:

  • What’s the best way to respond in the community thread while trying to avoid interfering with the work Support is doing?

    • I usually respond something like “I can see you have opened a support ticket, feel free to update us here so that others coming across this thread can benefit from your experience”

    • I’m hesitant to mark this as best answer, as I don’t want this to come across as if our customers should not turn to the community when they have already opened a support ticket 
       

  • What do you mark as “Best Answer” in these cases?

    • For example, sometimes the resolution comes through support and isn’t shared publicly, but how do you handle marking the best answer overall?

    • Do you mark your own response (e.g., “This is being handled via Support”)?

    • Do you follow up in the thread after the case is resolved to close the loop or provide a summary?
       

  • How do you track or tag posts that are linked to open cases? Do you use internal tags, filters, or workflows to keep an eye on these?

Would love to hear how you’re approaching this!

Thanks in advance 🙏
Jess

Hey ​@jessica.becker 

I love this question cause we do tend to face similar ones on this community. I don’t think there’s one right answer since I feel like it depends on how your community is placed in terms of number of members, number of posts you have to answer a day, number of support cases etc.

These are a few of our recommendations basis how we handle it on our community here:

  • There’s always going to be a high chance of an overlap 😬, and if the case is being handled already by support, it’s always best to share that in the thread and possibly offer to close the thread once the issue has been fixed. Love that you are already doing that! You can also choose to loop back and then close the thread and mark that as the best answer (depending on the intensity of the support ticket - Ex: multiple community outages warrant a closing of loop on the community thread as well) 
  • If you are marking your response as the best answer (we do mark our response as best answer as well)- you can always leave an open opportunity for the member that they can open the same thread again, should the issue recur for them. This gives them the freedom to continue to come back to the community for any support. 
  • One thing we have noticed is that over time, we have seen less support cases on our community unless it warrants an immediate attention from us since our members have adopted to using community for larger conversations. It did take sometime though honestly. Some of our members have also come back to update the thread themselves saying it’s been solved, so in such cases we mark their response as best answer.
  • For tracking open cases - we have different moderator tags that we use internally to filter, view and follow up. Ex - Extremely high priority cases have an URGENT tag on them so they are viewed through the day for closure.

Hope this helps! :) 

Hi. A quick answer:

  • Yes: We would note that a case is open and suggest the user also post information to the community as it is received from support.
  • Yes: We would avoid marking that as the best answer because it would discourage others from posting, and (let’s be honest) sometimes the best answer comes from the community!
  • Yes: If the user doesn’t post the resolution, we would (or should) do that, so that the information is held in the community in case the issue arises again.

 

I let them know they have an open support case, and mark that as a best answer.   I then follow up if there is a solution I can share.  Usually these issues are client-dependent and the solution will not work for others.

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