Has anyone figured out how to get unanswered questions list in dashboards?

Question

I am trying to get the list of unanswered questions in our community. Ideally I would like to see the unanswered questions and tags associated with it in a list chart or at least ability to filter by tags for the unanswered questions. Has anyone able to achieve this for their community?

Shauna · Answer

Hey @Jocelyn I'm not sure that analytics would be the best avenue for this — Automation Rules might be a more efficient workflow here, currently there are a number of different actions that you could take here:

Depending on where/how your support team works today, you might set up flows that escalate unanswered questions (you can even silo by category or tag if you have different teams/expertise) to the internal CMD (Community Management Dashboard) or to Github or Zendesk, or add them to a collection.

Would one of these workflows work for your usecase? OR would a different destination (or maybe a tag?) work better for you here?  We're looking at adding more automation rules this year and I'm curious if tagging these posts or sending them to another third party platform (such as slack?) would be useful for you/your support team here. (I mention third parties as often a challenge with getting staff engaged in community is getting them to log into another platform and bringing posts to platforms they are already working in can help overcome that hurdle).

The final tactic I would call out wouldn't constrain to posts that are exactly 2 weeks plus old but is a common one that I've used personally and have heard of other customers using, simply filtering the /discussions page by unanswered and then sorting by oldest:

https://success.vanillaforums.com/discussions?statusID%5B0%5D=1&sort=dateInserted

I know that when I don't always have all the time I'd like to spend in community, but I do have a spare 30 minutes, I sometimes use this tactic to get through as much of the oldest stuff as I can.

Jocelyn · Answer

@Shauna that helped. So how would we find posts not commented after a certain time in analytics? Our support team would like to track questions not commented for two weeks after it was asked. Is this possible in analytics?

Shauna · Answer

Some additional thoughts on this topic here:

https://success.vanillaforums.com/discussion/comment/9708#Comment_9708