Discussion Thread for new Community Forum Structure

[#1]

The order in which the boards are listed is important if you want them to be used correctly, along with a sufficient description. This was one reason the Rants and Raves board didn't get used correctly, it should only have been for 'Long Outstanding problems that were not being resolved' and I think such a board still needs to exist.
I keep forgetting to look at the Internet Event Calendar because it's tucked away at the bottom of Community Support, it might have been better grouped with Product/Service Announcements (which never got used in a way I would have imagined) which is also where Product Feedback & Suggestions should go.
I'd like to give this some more thought - I'll post in a day or two.

[#2]

Quote from: jelv

Do you not think Email warrants it's own sub-forum under support (especially as the Ironport forum is disappearing)?

I'd like to see Email with its own forum too.

[#3]

How about a more sensible name - like "serious complaints"
Anyone who has a serious problem isn't going to be amused by jokey names like "rants 'n' raves"

[#4]

Is this where I post a suggested addition?
I would like to see a thread something like "Service fault reporting". With a few main sub-sections plus an 'Other'.
If you are pretty sure there is a service fault - e.g. email down, ccgi server down etc. - you can visit the forum and see whether others are experiencing it.
The RSS feeds always seem to wait for an hour or two, as do the System Status pages. I end up ringing CS and they say 'yes we are aware of the problem'. We, however, are not.
At least this way you could see that other people have written a 'me too' post and you can quickly add your own.
Any ideas? Feel free to rubbish the idea. However, please don't say that people can already report faults under the relevant forum since it is not always easy to know which forum is the relevant one. For example, right now the 'General support' forum contains a 'Can't connect' and an 'Unable to send/receive mail all day' as the first 2 items.
Tony
Tony

[#5]

Tony,
That is a valid point however there is one problem - for the moderators  - which is that the majority of such reports turn out to be not service faults but something else and we would need to move them to the relevant forum.

[#6]

And the staff
We already have too many forums.

[#7]

Totally agree James. I would love to see the forum stripped of the sub forums (for easier navigation) and the whole thing simplified.

[#8]

- Broadband
- Email
- Other
- ChitChat

[#9]

- Broadband
- Email
- Other
- ChitChat
- Jameseh

[#10]

ChitChat! 

[#11]

Don't forget a channel for getting things fixed by the sensible people at Plusnet.
Unfortunately there are some "ticket tennis" fans who also work for Plusnet.

[#12]

Oh well, I did invite people to rubbish the idea.

[#13]

Hi Tony,
I didn't mean to rubbish the idea.
The problem we have currently is that there are just too many forums.  Whilst yours is a perfectly reasonable idea, the problem would be that it would just add another item to a list that is already too long.
And I hate having to scroll down miles just to find the right area to post in.

[#14]

If we can't have a faults section, can I put in a plea for the:

• Service Status RSS feed


• Service Status web page


• Phone service status

to have items added as soon as PN CS or the network engineers are aware that something is amiss.
Too often I have put in a ticket or phoned the helpline to report a fault and been told that they already know about it (somethimes hours before), and are dealing with it - with no indication on any of the aforementioned places.
Tony

[#15]

Hi Tony,
We're planning on bringing the Usertools site into Community.
This will make service status and such like nice and visible.