[wp-meta] [Making WordPress.org] #2337: Solving the problem of support questions in product reviews

Making WordPress.org noreply at wordpress.org
Tue Dec 20 12:40:22 UTC 2016

#2337: Solving the problem of support questions in product reviews
 Reporter:  engelen         |      Owner:
     Type:  enhancement     |     Status:  new
 Priority:  low             |  Milestone:
Component:  Support Forums  |   Keywords:
 Disclaimer: I've done a few search queries in Trac and I've looked trough
 a few pages, but I'm not fully sure whether this has been discussed before
 (it must have, at least on Slack). This
 ([https://meta.trac.wordpress.org/ticket/1407]) is the closest topic I
 could find.

 I think this is a problem most theme and plugin authors have encountered:
 users leaving 1-star reviews  because they cannot get the plugin/theme to
 work, do not understand it, or are dissatisfied with the support they have
 received — or any other reason, really, beyond indicating their actual
 satisfaction with the product. Reviews, in short, that should have been
 support topics, and are either used to simply show that they're angry or
 (worse) to use it as leverage.

 See, e.g.:
 - https://wordpress.org/support/topic/good-idea-but-not-working-all-well/
 - https://wordpress.org/support/topic/no-support-171/
 - https://wordpress.org/support/topic/only-demo-1/

 I would like to use this Trac issue to discussion possible solutions to
 this problem, and I would happy to participate in the actual
 implementation of the solution if it ever gets to that point.

 One solution that might properly address this problem is to allow users to
 report reviews as "Not a review", such that they can be reviewed and
 potentially discarded. A problem with this approach, of course, is the
 amount of work that would be required in reviewing reported reviews.

Ticket URL: <https://meta.trac.wordpress.org/ticket/2337>
Making WordPress.org <https://meta.trac.wordpress.org/>
Making WordPress.org

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