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Give people time to provide feedback before closing the thread

So I wrote about my website being deleted by godaddy.  An admin replied to my post, then marked his answer as the solution before I could provide any feedback. 

 

Supposedly I will receive an email from customer service when they verify the product was on end of life.

 

We are all human and mistakes happen.  It is not the mistake that matters but how it is dealt with that does. 

 

Interacting with godaddy tends to leave a salty taste.  It could be more pleasant and the optics of closing a thread to comment/feedback before any could be provided is bad.

 

FYI

6 REPLIES 6
Super User III Super User III
Super User III

Re: Give people time to provide feedback before closing the thread

@AaronS  I understand you are in a frustrating situation and I hope your community experience does not add to it.  If a post answers the question it's marked as a solution, this should not be misconstrued to mean the problem has been fixed.  There is not a set time frame to close topics, it's done when it seems the conversation is complete to keep things organized and avoid being diverted into unrelated subjects.

 

Unfortunately the answer for your situation is to work directly with support, if there's still a possibility to rollback your website they would be the only people who could do it.

Helper V

Re: Give people time to provide feedback before closing the thread

@AaronS   My kudo is broken or I'd kudo you. I absolutely agree. They should not be closing threads until ample response time has been given.

 

I don't believe the thread should be closed until the issue is completed. So, for instance, if people are asking for a feature that isn't available yet, the community needs to be able to chime in on it and how they'd like to see it work (or not work) during the update process. Then once it's rolled out, it should remain open for a period in order for the community to give feedback after using it.

Community Manager
Community Manager
Solution

Re: Give people time to provide feedback before closing the thread

Hey @AaronS. Thanks for the feedback. I've reopened the post in question if you'd like to make follow up comments. We typically do leave posts open to give topic participants the opportunity to follow up. It looks like there was a miscommunication on our end and one of our moderators closed the post early. 

 

JesseW - GoDaddy | Community Manager | 24/7 support available at x.co/247support | Remember to choose a solution and give kudos.

Re: Give people time to provide feedback before closing the thread

I second this. I ran into this with a list I made about alters on my Godaddy account. They responded with some unrelated walkthrough about how to change settings on my community profile NOT my godaddy account. I tried to respond right away when I got the email notifying me of their response...it was already locked with their unrelated answer marked as the solution. I was at least able to unmark their response as the solution but no reply can be made to point out that their response was unrelated to my inquiry....so annoyed at GD right now....
Super User III Super User III
Super User III

Re: Give people time to provide feedback before closing the thread

@nbm   Take no offense.  Super Users have been working with Moderates testing how long to leave threads open.  It is a tradeoff as people need time to read and reply to threads, but too long it gets messy.  Your thread is now marked as a suggestion and opened if there is something you need to add.

Moderator
Moderator

Re: Give people time to provide feedback before closing the thread

Hi @nbm,

 

We're sorry that you were not more specific about the area (your GoDaddy account) in which you voiced a valid concern. The notifications within a GoDaddy account - as well as the Community account - are able to be customized to your needs. After logging into the GoDaddy account, click on your profile icon in the upper right corner of the screen. Choose account settings and scroll down to the "Contact Preferences" box. You are provided several areas - Text Messages, Emails, etc - to dictate what type of contact you will, and will not, allow from GoDaddy. We always recommend the "Account Summary and Updates" to avoid expiration and loss of products from the account. 

 

As this is on an older posting, resolved months ago, we will be closing this thread. If you have further questions about your account, please contact our support team at one of the numbers below, or start a new post in the appropriate forum. 

 

 

TLH - GoDaddy | Community Moderator
Supporting you at x.co/247support