We’ve noticed an uptick in users replying to questions that have already been marked as best answer by a member of our team. Because of this, we often miss responding to these and would prefer these users create an entirely new post.
Our idea is to automatically close a topic once a best answer is marked, or building in a delay (2-3 days) before it’s closed for the initial poster to provide feedback or follow up questions.
Have any of you followed a similar approach, or do you generally leave topics open even after best answered is marked solved?
Best answer by DannyPancratz
I implemented this on a 1 week delay about 9-12 months ago. No issues since and it’s helped eliminate people asking follow-ups to answered questions that are quite old (we also closed all legacy answers) and never getting replies.
Here’s how I ended the phrase:
Customized Phrase that shows on Closed Topics. You can use HTML to add in a link like I did to create a new question. NOTE: this phrase applies to all closed Topics, so conversations, articles, etc that are closed will also use the same phrase.
It’s simple to automate via the webhook for question.Answered and the API to toggle a question closed.
One thing to keep in mind, however: the new functionality for unmarking an answer won’t auto-open the closed question. So you’ll need a second automation that triggers on the webhook for unmarked answer that toggles the question back open.
I implemented this on a 1 week delay about 9-12 months ago. No issues since and it’s helped eliminate people asking follow-ups to answered questions that are quite old (we also closed all legacy answers) and never getting replies.
Here’s how I ended the phrase:
Customized Phrase that shows on Closed Topics. You can use HTML to add in a link like I did to create a new question. NOTE: this phrase applies to all closed Topics, so conversations, articles, etc that are closed will also use the same phrase.
It’s simple to automate via the webhook for question.Answered and the API to toggle a question closed.
One thing to keep in mind, however: the new functionality for unmarking an answer won’t auto-open the closed question. So you’ll need a second automation that triggers on the webhook for unmarked answer that toggles the question back open.
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