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Support/FeedbackSystem2PRD: Difference between revisions
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We are reimplementing the feedback system in Django, with some changes to functionality. This document should be read in conjunction with [https://wiki.mozilla.org/Support:CSAT the original CSAT specification] | We are reimplementing the feedback system in Django, with some changes to functionality. This document should be read in conjunction with [https://wiki.mozilla.org/Support:CSAT the original CSAT specification] | ||
= Definitions = | |||
* A support item is either a wiki article, a forum thread, or a live chat session. | * A support item is either a wiki article, a forum thread, or a live chat session. | ||
= Question configuration = | |||
* Feedback questions should be configured globally, that is, each support item will serve the same set of feedback questions | * Feedback questions should be configured globally, that is, each support item will serve the same set of feedback questions | ||
* Feedback questions may be overriden for an individual support item | * Feedback questions may be overriden for an individual support item | ||
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== Question nesting == | == Question nesting == | ||
* Questions should be able to be nested | * Questions should be able to be nested (e.g. if answer to Q1 is 'Yes' show Q2). Only one level of nesting is required. | ||
= Feedback for wiki articles = | |||
* Questions should be shown at the bottom of a wiki article, as they are presently. | |||
* Questions should be shown to all users. | |||
= Feedback for forum threads = | |||
* The forums are currently [[https://wiki.mozilla.org/Support/ForumRedesignPRD under redesign]] | |||
* Forum threads can presently be marked as solved, and users are then presented with feedback form. | |||
* Open questions: | |||
** Should the proposed upvote/downvote mechanism be part of the feedback system? | |||
** What about comments on threads? How do we distinguish between commenting on thread quality and providing feedback for other users to see (e.g. caveats such as "this solution will only work on Windows")? | |||