Support » Everything else WordPress » Post moderation for support questions

Viewing 4 replies - 1 through 4 (of 4 total)
  • Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    I don’t see that at all. Can you pinpoint which replies you made are awaiting for moderation for a few days?

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    Sad to say, but some answers are waiting for moderation for a few days.

    That is untrue. Yes, occasionally the queue remains unchecked for hours but this is not a help desk and there is no such thing as “urgent” in volunteer support forums.

    Denis, your account and a few others from your support team have been flagged for cause. The short version is that you routinely support your users in these forums for your paid service. This is not the first time and the flags will remain until the moderation team is convinced that this will no longer be repeated.

    For support of the plugin code, yes please support the users in these forums. That’s what these forums are for. But please do not just send users to your site. If you wish to do that for all support then please consider removing your plugin from these forums.

    For anything related to your services then please direct the user to your site. The topic will be closed with a reply.

    I have asked one of your support volunteers to keep code support here and that person agreed.

    There are no companies in these forums. There are no customers in these forums. Here you and your staff are volunteers supporting the opensource code that is an interface to your service.

    Don’t treat users here as your customers. They may be but that conversation is not at all for these forums.

    Edit: I’m trying to be complete here and possibly save some time. If you or anyone have a problem with the moderators here then feel free to contact Otto at otto[at]wordpress.org. If you have an issue with the plugin guidelines or question about the plugin process, what’s allowed, what is not, etc. then please contact the plugins team plugins[at]wordpress.org.

    Moderator tobifjellner (Tor-Bjorn Fjellner)

    (@tobifjellner)

    What might happen would be if you respond to a topic that someone posted in one of the local forums (I, for instance, am one of the moderators for https://sv.wordpress.org/support/ ) and your reply for any reason goes to one of the moderation queues.

    Moderation in local forums is handled by each local team. Unfortunately, there are no notifications when, once in a blue moon, a post or reply finds its way to the moderation queues. Even when I, as a moderator, visit the forum, I don’t get any notification about waiting topics/replies. I have to specifically go and check if there happens to be anything there waiting for me.

    There is a ticket waiting for some small development so that the links in the side panel would directly hint when there’s something to review.

    But for the global forums, including the support forums of specific themes and plugins, the moderators will seldom leave anything in the queues for more than a few hours.

    Denis Shagy

    (@shagimuratov)

    Jan, thank you for wide explanation. I think, that I have read some important things. Let us some time to change our attitude for replys.

    Tor, yes I understand that forums are moderating by volunteers and I do not expect approval within a few hours. But the moderation process is not quite transparent, sometimes I think that some of our replies are missed.

Viewing 4 replies - 1 through 4 (of 4 total)
  • The topic ‘Post moderation for support questions’ is closed to new replies.