Please change the best answer label from “Solved” to “Answered” or allow us to configure the word we want to use. The word “solved” is counterproductive to running our community as a peer-to-peer forum and not an official support channel. Product break/fix issues are often reported but cannot be “solved” via the community. It is important to us to be able to mark official employee responses as a best answer as they do represent the best advice we (Marketing team) can provide in that forum. Our members frequently complain about the “Solved” label and the negative sentiment it generates could be easily avoided with a simple label change.
Examples of “best answers” that we want to mark:
- Referring a customer to support when the issue they brought up cannot be addressed via the community, sometimes with guidance around the best way to expedite their case
- Confirming that a known issue exists and will be fixed soon. We don’t always have the ability to come back and post when it is fixed.
- Confirming that a product gap exists (feature not available), with or without a workaround. When the answer is that we have passed along their feedback to the product team, members complain that it should not be marked “solved” until we add the feature they want.
- Providing advice, help articles, etc as a starting point when the customer may still need further assistance from support
We need a best answer to reflect the outcome of the question and not the outcome of the issue that is the subject of the question since most of the time, the issue is resolved via other channels.
