964568 - [Helpdesk tags] Please forward the forum tags to zendesk

Status: RESOLVED FIXED

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

Description

[guigs [:guigs] PST (please needinfo me!)]

Currently there are a set of tags that the forum uses from the ask a question flow. We would like to see the same tags added to the items that get automatically escalated after 24 hours

What we would like to see
1. Tags from forums, ex fix problems and product type and operating system type
2. For questions that are escalated manually please add this to the text:
>>>>>>[Escalated] at TIMESTAMP BY USERNAME topic name 
or>>>>>[Escalated] topic
          link to question
          timestamp of escalation and by user
This way we can track in the conversation where the escalation took place

3. ideas for discussion

Comment 1

[Andrew Truong [:feer56] [:andrewtruong] [:atruong]]

The problem is that sometimes users select the wrong product and still asks their question. Many times, some don't bother changing the product and so I would think that you may be mislead sometimes if the product isn't changed and you were receiving tags for the wrong product question. Just a word of mouth.

Comment 2

[Kadir Topal [:atopal]]

When I did the forum report last year I looked at wrong categorization. It was almost never happening. Now, that could be because moderators were cleaning up the issues, of course.

Rachel, how do you want to move forward with this one? Should we implement this with the existing tags, or do you want to change the tags before we implement this?

Comment 3

[guigs [:guigs] PST (please needinfo me!)]

Pros and cons: 
Forwarding the tags that already exist would create tags that are useful for reports in zendesk, however currently there is nothing in place to filter by tags. But they would be there for find out what we can do with the tags. This would also create a uniformity of tags between escalations and the forum. However, zendesk tickets are not only forum escalation, there are also partner and emails received. 

Forwarding the tags after the forum changes- this can create less long term maintenance, however depending what the forum decides to change in the tags. Is this a difficulty to change in the future if the tags in the forum change? Or would they just emulate the change in the forum?

Comment 4

[Patrick McClard;pmcclard]

I'd prefer to forward the existing tags.

Comment 5

[Kadir Topal [:atopal]]

Sure, we can change the tags any time and change the forwarding too. At this time, I'm pretty sure that the helpdesk is the main user of tags, so if you want to have a specific set of them, I'd suggest you just  provide a list of the ones you'd like to see, and if there are no objections we can switch them over.

If I'm understanding correctly, we're forwarding the current tags for now.

Comment 6

[Ricky Rosario [:rrosario, :r1cky]]

OK, we'll send the tags, product and topic over in the body of the escalation. Anything else you might want?

Comment 7

[Patrick McClard;pmcclard]

Does it have to be in the body? Zendesk has a tags field.

Comment 8

[Ricky Rosario [:rrosario, :r1cky]]

(In reply to Patrick McClard;pmcclard from comment #7)
> Does it have to be in the body? Zendesk has a tags field.

Oh, I wasn't aware of that. We'll need to look at the API docs and make sure we can do that. My guess is that it will be fine.

Comment 9

[Ricky Rosario [:rrosario, :r1cky]]

In a pull request:
https://github.com/mozilla/kitsune/pull/1870

Comment 10

[Ricky Rosario [:rrosario, :r1cky]]

Landed on master:
https://github.com/mozilla/kitsune/commit/9be0e09d632ccfde166362a116253f0ee0548460

Comment 11

[Ricky Rosario [:rrosario, :r1cky]]

Deployed to prod.

Comment 12

[John Hesling [:John99] (NeedInfo me)]

These escalations do not currently show up for contributors as escalated: https://support.mozilla.org/en-US/questions/firefox?owner=mine&escalated=1 , unless they already have an escalate tag.

So adding a "helpdesk" tag differs from adding an "escalate" tag, it escalates to HelpDesk staff via a zendesk ticket, but not to contributors.

Comment 13

[Alice Wyman]

See my comment in the related discussion about support forum tags:
https://support.mozilla.org/en-US/forums/contributors/711014?&page=2#post-63805