Add Private field options to community posts

[mimmo]

I always suggest and see  see mods asking for account details (usually phone number) when isssues arise. This makes fixing a problem  take much longer time.  Could PM add a private field that only mods can see which will contain  private details like phone number, that way they dont always have to ask please send us your account nummber.

I think that would make things easer for all parties and lower the fsstration some people seem to have.

[ShawnC13]

That may help, but there are people on here that "manage" multiple accounts of family members that they may have referred and signed up.

ETA @will13am, what I think was suggested was that there be a "private pane" with each post that only mods could see witht he users phone number and account number.  That is why i brought up the comment of others managing multiple accounts that wouldn't list allt eh informatio for all the accounts they look after for other.

[will13am]

@mimmo, are you suggesting community forum posts take on a semi-private format?  From my perspective, many of the requests for help did not need a community forum post.  The customer could simply go straight to private messaging for faster turnaround.  The wording in the knowledge base post about contacting a moderator implies the need to possible seek oracle permission to send private messages.  I would much prefer the KISS principle here.  BTW, I am custodian to my own and other's accounts.  I manage fine with the current system. 

[mimmo]

i was not suggesting a semi private forum, just the ability to add some private details related to the specific topic being created ie: please indicate the name and phonenumber of the account this topic refers to.  Only a mod would see this info and thus they  will not always have to ask " please private message the account details so we can help you"

[stonechucker]

I'd prefer an option in Self-Serve, with a link to "send help request to Moderators" that would automatically include such info, and allow for the client to enter the detail of the problem.

[NDesai]

Just like the email and IP info on your profile, phone number and account field on your community profile would help. 

[kav2001c]

I like @stonechucker idea more

Set it up so a person posts public that they need help if community can not solve the mod sends a support request form to them so they can fill it out

It would certainly allow for far better ticket management

But the support form needs to be sent by mod to person, otherwise there will be blatant abuse of system

[stonechucker]

@kav2001c, I'm actually advocating for a form to be populated by the system within the Self-Serve, preferably on the overview page that says "Submit account info for moderator support", or at least like that.

Pressing the link / button would generate the required information for the mods (ie SIM, PM Phone number, Account holder name), and allow for a description of the problem.  Of course, for those issues that this wouldn't work, the subscriber would still need to reach out in the forum, and should do so for all issues anyways.

The benefit of the link / button, would decrease the number of personal data posted in the forum, and would also prevent data entry errors.  Less input from the subscribe to be accidently mistyped.

[David_J]

Good ideas and discussion. Thanks @mimmo @stonechucker @kav2001c @NDesai

[stonechucker]

Wow.. totally forgot about this one.  Thanks for the look, and the comments @David_J