This week, I identified 2 key areas of improvement from earlier posts. These are daily management tasks, and forum reorganisation for 2016.
My mini review of daily management tasks revealed I had to rethink the process. I added a comment to Economics of Credible Controlled Diversity with some thoughts. It’s going to take a few days for me to write new routines. Already, I feel my user-centred approach is better. It’s led to better ideas for freeing the helpdesk logjam.
Now, I have a much faster way to post from FreshDesk helpdesk to bbPress forum. I still need to document the process. But, in the meantime, I have a fast way to maintain an open To-Do List.
Serendipitously, I found my latest forum voting feature had to go back to using Favorites. This works well with better helpdesk to forum integration. I can see how the simple bbPress Favorites feature makes an open To-Do List an easy, fast opportunity.
Items for my Open To-Do list arise in several places. Up to now, I’ve mainly created tickets in a helpdesk. This is OK for the occasional quick note in the middle of a job. Especially if a screenshot is useful. But, the correct place is in an appropriate forum.
Now, every website has it’s own forum, or it’s place in a more general forum. I need the KeČaTa forum to have a more centralised support centre for websites. Client sites, like GoutPal, can have their own suggestion box. All other KeČaTa technical issues should be in the website profiles forum. This applies, where issues affect specific websites. Other issues are more general. These go in Keith’s Internet Support Services (KISS) Forum. Where I get tasks that are not KeČaTa-related, I can add them to the Learning Ideas Lab.
People Powered Open To-Do List
My next stage of developing my Open To-Do List involves priorities and reporting. I will produce a summary page for every forum that needs my attention. I will compile a complete list as part of developing daily task management routines. This will probably be a PROSPRA project. Forum areas that need action are:
- Ideas and Suggestions.
- Support Requests.
- Topics with no replies.
- New topics not replied to since my last new topic session.
Each of these is prioritised by Ŧallar score. Ŧallar score is the total of Ŧallars for topic author, plus Ŧallars of each Favoriter. These reports are fundamental to how all my forums will operate. Therefore this is a priority, as it affects documentation and induction.
Feeding the Open To-Do List
The helpdesks lie outside the Open To-Do List. But, the integration is simple:
- Select Ticket.
- Check user and invite to update list, where appropriate.
- Post ticket to forum.
- Reply to ticket with forum link.
- For widget sources, check ticket title against Solutions.
- Tag, and change agent to responding account. Where tag is SolutionToDo, add private note.
Response session priorities must be driven by Open To-Do List. This leaves the potential for tickets to remain stuck in the helpdesk. Best to address this issue by refining the routines once the logjam is definitely clearing.
The process for step 1, Select Ticket, is interesting. Again, it can be refined once it is established. The target must always be to process helpdesk tickets as soon as possible. However, experience tells me that a large percentage never get any response. This is especially true of one-liners. For now, the process is:
- Scan recent tickets for any that stand out for interest – usually more than one sentence.
- After processing interesting tickets, process the 2 oldest.
- If time allows, select further tickets from keyword search. Keywords are identified from Search Query Analysis.
Yesterday, I started my first Helpdesk Query Search. This was sourced from the forum. The real test is to make this work for the main website. The danger is that ideas sit too long in the suggestion box. But, if this Open To-Do List works, it provides the answer. With my GoutPal review hat on, “Roy” can mark ideas as ‘ToDoFavorites’.
Today, my unfinished task is to complete at least 5 items from the Helpdesk Query Search. Then, I can start today’s task management list.