Last month I set up Discourse forums for doing support for my control boards company and for my friend with his laser cutter software company (I have loved Discourse for a long time). However, you have been using it as a support forum longer than I have and I wanted to see if you could share any tips or experiences you may have.
We already have an FAQ section (I actually go as far as to write my Documentation in the forum now also, I find it much more pleasant to write it into the Discourse editor, and since it's markdown I can copy and paste it into a Github Repo with Mkdocs at a later point. Would be great if there was a way to sync them though...)
I installed the plugin for accepted solutions - I believe you also use this. Now to find a way to get people to use this.
Installed the plugin for canned replies as well.
I saw that you use a custom user field for what Printers people have and have implemented the same thing as well.
Anything else you can suggest?
There are 2 things I am currently trying to figure out:
Thread hijackers because they simply don't know better. I think we can move unrelated posts to their own new topic, but that makes for a new topic with no context and if we try to doesn't solve the "clutter" problem. I'd love to be able to press a button and have a bot private message explaining the proper posting etiquette - no public clutter this way.
Being able to have a view for staff kind of like "open tickets" that still need a response - so far I can do a search with
in:unsolvedbut also want to add parameters for "where the last response is not from me (or a staff member)".
Sorry about how long this post became, was just wondering if you had any similar thoughts. about this stuff.