Open Bug 1566350 Opened 5 years ago Updated 1 year ago

"Solved the Problem" button should be under the reply box.

Categories

(support.mozilla.org :: Questions, task, P3)

Product:
support.mozilla.org
Component:
Questions
Type:
task

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(Not tracked)

People

(Reporter: amylovendaal, Unassigned)

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Screenshot from 2020-03-23 09-38-15.png
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Screenshot_2020-04-14 Closing Firefox in a particular time Firefox Support Forum Mozilla Support.png
48.71 KB, image/png
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User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:68.0) Gecko/20100101 Firefox/68.0

Expected results:

Too often OPs think that by clicking the "Helpful" button they have marked a problem as solved (most of the time don't even notice the "Solved the problem" button to the right).
Two "Helpful" buttons under the reply box isn't necessary - what we do need under the reply box is a "Solved the problem" button, and (if absolutely necessary) a "Helpful" button.
Those buttons should be visible to OPs, contributors and moderators.

Status: UNCONFIRMED → NEW
Component: Untriaged → Forum
Ever confirmed: true
Product: Firefox → support.mozilla.org
Version: 68 Branch → unspecified

(In reply to McCoy from comment #0)

Two "Helpful" buttons under the reply box isn't necessary - what we do need under the reply box is a "Solved the problem" button, and (if absolutely necessary) a "Helpful" button.

A Helpful [Yes] button is needed. When a support forum post is marked as Helpful then the thread shows up in basic SUMO searches, even though it is unsolved. Threads that are unsolved with no Helpful posts don't appear in those searches (see bug 1115303 comment 12).

From jscher2000, https://support.mozilla.org/en-US/forums/contributors/713316?page=2#post-76297
Moving the Solved the Problem form from the right side to the bottom (and deleting the unwanted No button) is an easy code change. I posted an issue on Github here with revisions to the answer.html file: https://github.com/mozilla/kitsune/issues/3823

Type: defect → task
Component: Forum → Questions
Priority: -- → P4

I would have thought that this bug report was worth at least Priority P2 , as it gives contributors a lot of extra work.

P4 in SUMO dev parlance means what?

(Given that https://mozilla.github.io/bug-handling/triage-bugzilla says "P4 Do not use, this priority is for web platform test bots")

Flags: needinfo?(mana)

Hmm, I found priority definitions at https://docs.google.com/document/d/1IXy2nXgsVhOKASaBXR6LBaJZBnrvBFpoeek-nUsYgGE/edit but for consistency should these not match what Firefox is doing, which means P4 -> P5

See my last two posts in this thread :

https://support.mozilla.org/en-US/questions/1271160#answer-1260252

Most of the time I will send the OP a PM, asking them to mark their thread as solved (and explain how to do that), as they will often mark MY post as Chosen Solution, when I aks them in the thread.

When a thread is marked as solved, other users with the same problem won't have to start a new thread; they'll see that the thread is about their problem and that they can find a solution there.
So, fixing this bug is not just "convenient" for volunteer contributors, but also will help many users.

While I was typing my previous comment, it happened again :

https://support.mozilla.org/en-US/questions/1271160#answer-1260255

That's another twenty minutes of my spare time that I'll never get back .....

Moved this to P3 - nice to have (Backlog). Our priority definitions do not match the Firefox ones as the support platform is dealing with multiple products.

Flags: needinfo?(mana)
Priority: P4 → P3

See :
https://support.mozilla.org/en-US/questions/1277720#answer-1282704

We are getting this numerous times a day and costs us (volunteer contributors) a lot of time (our spare time), and is very annoying for both users as well as contributors.

How much longer before this is fixed ?

See my post here :

https://support.mozilla.org/en-US/questions/1280058#answer-1290947

Are we contributors that unimportant to Mozilla ? I would say that volunteer contributors are Mozilla's backbone and deserve to have this fixed asap.

See :
https://support.mozilla.org/en-US/questions/1282582#answer-1299557

I am tired of having to do this all the time - when is this going to be fixed already ?

We have a complete redesign of SUMO coming down the pipeline (which you can see here: https://support.allizom.org/, please have a poke around and report any bugs you find if you have the time).

This includes a much more prominent "Solved the problem" button. Do you think this will alleviate the problems you and other contributors have been facing?

"Do you think this will alleviate the problems you and other contributors have been facing?"

We need the "Solved the problem" button UNDER the reply box, and next to it ONE "Helpful" button. That's all.
People look at the buttons UNDER posts, not at the right side (well, most of them don't, which is totally understandable).

Why this problem (cause that's what it is) hasn't been solved yet, but redesigning SUMO (again) apparantly was more important, is beyond me.
Apologies if I sound angry (cause I am - angry and disappointed).

Thank you for working on it now, though !

See : https://support.mozilla.org/en-US/questions/1282976#answer-1300786

Only the fifth time I did that today ....

I have just seen the new "Helpful" button(s); now the OP's will think that this is how to mark a thread as solved, even more than before.

Still no "Chosen Solution" or "Solved the problem" under the Reply box (and now there is even plenty of room for such button).

I give up.

i see a "solves the problem" button underneath each reply - try to clear the cache if it's not showing up yet after the refactor.

I have cleared the cache (do that at least twice a day).

Maybe only moderators see a "solved the probem" button under the Reply box ?

And what's with the "thumbs down" button ? When someone thinks the answer they got is rubbish, they'll let us know.

Do we really need a button that says "your post isn't helpful" ? Wouldn't a "Helpful" button and a "Solved the problem" button suffice ?

yes, moderators & the question owners should see it:

Thank you for that screenshot, jscher2000 ! I was just going to post a test-question; you saved me the trouble.

The "Solves the problem" button should be to the left, right under the Reply box, not under the "Helpful" button (not two "Helpful" buttons; please get rid of that "thumbs down" button).

Plenty of room for the "Does this reply solve the problem" and the "Solves the problem" button now there's just an empty space.

Please, make all buttons visible for contributors, not just for OP's and moderators.

When a contributor has to ask an OP to mark a post as Chosen Solution, they have to at least know where the "Solves gthe problem" button is.

Please, make all buttons visible for contributors, not just for OP's and moderators.

We have to at least know where the "Solves the problem" is in case we have to ask an OP to mark a thread as solved.

(In reply to McCoy from comment #7)

While I was typing my previous comment, it happened again :

https://support.mozilla.org/en-US/questions/1271160#answer-1260255

That's another twenty minutes of my spare time that I'll never get back .....

To all :

Apologies for the double posting of a comment (and quoting myself) : I was trying to edit a comment with a typo.

I know now that you can't edit nor delete comments.

Sorry ....

Either a comment is helpful or it solves the problem. Other comments may not 'seem' helpful to the person with the issue, but may be helpful to person trying to resolve the problem by ruling out potential issues. Sometimes it can seem like one problem only has one solution, but in reality that is not necessarilly the case. So the 'thumbs down' may not be relevant and can direct others to not try something that could resolve their issue or not attempt a query, so preventing necessary feedback.
Please remove the 'thumbs down' icon.

I just posted a test question :

https://support.mozilla.org/en-US/questions/1284541

re :"i see a "solves the problem" button underneath each reply - try to clear the cache if it's not showing up yet after the refactor."
Of course you see it, otherwise only mods and OP see it. No one else sees it and no one can advise on where it is or what it says and OP's cannot edit wrong 'Helpful'. You cannot test this as a developer or mod.

If the person who posted the question, OP, did not know what to do or had selected the wrong comment as a solution (more frequent than you would believe), then I could not advise them on what to click or where it is because as someone who merely helps on the forum, it is invisible, not even greyed out.

re: "When a support forum post is marked as Helpful then the thread shows up in basic SUMO searches, "
If the OP chose the 'Helpful' option and then realised they selected the wrong one, there is no means of editing this for the OP.
This is not helpful to anyone and apparently messes up searches. So this needs addressing.

You only need two buttons. 'Chosen Solution' and 'Helpful' (or if you want to use more words "Solved the problem").
The OP should be able to edit any "Solved the problem" or 'Helpful' selection.

At the moment you have the word Helpful and another two icons. Why three items? Please remove the thumbup/down icons, the Support Forum is not some kind of Chat forum where you can like or not like etc.

Please listen to McCoy.
I gave up years ago trying to get things corrected. Huge numbers of questions do not have the actual comment that resolved the issue marked as such.

Some testing was done as per link posted by McCoy and some comments posted that should be read.

You need to see this issue from an OP position which is not resolved and also the position of people who spend alot of their time helping on forums, but do not have the privilege of being a moderator. I used to have some moderator privileges when we used 'getsatisfaction' but they were not offered when moved to current forums, so I feel the frustration experienced by McCoy.

Please take another look at this issue as I'm aware you are trying to come up with a solution to help all involved.

I'm really confused with the new design.

Loads of questions have the green tick on left side and when I hover over that icon it says 'Solved', but when you read the question, there is nothing that says there is a 'Chosen solution'.
Some say one comment was helpful.
Others have not even had a comment at all.

What is going on ?
As this is all related to the issue of marking solved etc then please find out why everything has a green 'solved' against all questions ?

(In reply to Anje from comment #29)

I'm really confused with the new design.

Loads of questions have the green tick on left side and when I hover over that icon it says 'Solved', but when you read the question, there is nothing that says there is a 'Chosen solution'.

There seems to be a bug causing all threads to have the thread-solved class applied which changes the color from gray to pale green:

<li class="thread-solved ">
  <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24">
    <path stroke="currentColor" stroke-width="2" d="M20 6L9 17l-5-5" fill="none" fill-rule="evenodd" stroke-linecap="round" stroke-linejoin="round"></path>
  </svg>
  <span class="hover-label">Solved</span>
</li>

(I am looking at this page: https://support.mozilla.org/en-US/questions/all?show=all&owner=all )

However, this should be filed as a separate bug, or maybe it has been already?

The solved/not solved mark is tracked in this bug #1629992

I did post a bug 1630533
So maybe it should be marked as duplicate of the one you mention.

How about "answers my question" I find this fixation with solved problems disconcerting at best.

Users come to the site to ask questions. So come to ask how to do something, do want help building the ark without wood. But the fixation on Solved as a resolution is counterproductive. Many questions are not solved, simply because the answer answers the question, but it does not "solve" the reason for the question. It is for this reason I have concentrated on unanswered questions all the time I am in SUMO it's resolution mechanism is actually deficient so I use unanswered questions as my metric.

@ Matt :

You've got a good point, cause many times it is indeed just about getting an answer to a question and not so much about solving a problem.

Matt has made a good point. I'll agree with that comment. As a note to the designer/developer, the comments placed in this bug report are largely being made by people who have helped on the Support Forum for many years and deal with this issue on a regular daily basis.

Another reason to get rif of that thumbs down Helpful button ("Unhelpful" button) :

https://support.mozilla.org/en-US/questions/1284832#answer-1306704

The "Solved the problem" button is still under the "Helpful" buttons, while there is plenty of room right under the reply box, on the left side.

And again : please, get rid of that "thumbs down" button - it merely gives OPs (and other users) a chance to insult and humiliate those who are trying to help them.
It serves no other purpose.
Not marking a post as "Helpful" says enough.

I've already come across several comments marked as 'thumbs down' when actually they were really good useful comments, not always a solution, but a thumbs down is misleading. A thumbs down may not be helpful to one person, but very helpful to another. The trouble occurs when people see a thumbs down and do not actually try what the comment states as it might actually be a solution in their case. I've also come across people accidentally selecting the wrong icon. You cannot treat a 'Support Forum' like a chat room where people like or do not like what someone says.
It serves no purpose, can be misleading and some people who are basically in a bad mood just go around clicking on 'thumbs down' just to be rude and keep within the etiquete of the forum.

Please remove the 'thumbs down' icon with haste.

Why is there little or no feedback from developers?
When is this going to get assigned?

(In reply to Anje from comment #38)

Why is there little or no feedback from developers?
When is this going to get assigned?

It's being worked on - see https://github.com/mozilla/sumo-project/issues/400 Forums UI + UX fixes / Helpful, Solved Problem functionality
... which links to this bug report.

Please remove the thumbs down button !

And please, please move the "Solved the problem" button to the left of the "Helpful" button, right under the Reply box.

(In reply to Alice Wyman from comment #39)

(In reply to Anje from comment #38)

Why is there little or no feedback from developers?
When is this going to get assigned?

It's being worked on - see https://github.com/mozilla/sumo-project/issues/400 Forums UI + UX fixes / Helpful, Solved Problem functionality
... which links to this bug report.

that got closed as "stale", which isn't very helpful.

URL: https://github.com/mozilla/sumo/issue...
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