I am curious how those of you that enabled accepted solutions use this feature. Do you only let the user that asked the question accept the solution? Or do you have company moderators/admins accept solutions?
Any thoughts regarding this would be greatly appreciated! Thanks in advance.
Solved! Go to Solution.
I previously managed a support community and advised our moderation team to only mark a question as accepted when it was very clear that the OP was satisfied with the answer and that it had actually solved their question. That is, they had replied that all was well but just hadn't marked it. On a support community you do want to encourage the use of solutions and have as many threads as possible with marked solutions, but you would never want your team to be marking solutions that might not have answered the OP's question.
I will back up the other replies so far. If the poster of the question clearly states that a reply has solved the issue but don't mark it a such, I bookmark the thread. We have a reminder email go out after 7 days asking if their post was solved. If they still don't mark it, I'll mark it for them a few days later.
Very helpful comments so far to the perennial issue that original posters often do not come back and mark a reply as a solution, even after reminders and requests that they do so. But the value to other users of having selected, high-quality replies marked as a solution is so high that it is often worth the additional effort. In some communities, if no reply qualifies, support personnel are empowered to provide one, if one does not already exist in the community. This has to be a balanced effort as you don't want to send the signal that comments, replies and input from regular users are not valued or desired because support personnel will now take over the responses. You still want a customer to customer community. But when done thoughtfully and through a controlled and monitored process, increasing the volume of quality content is clearly a valued goal.
We've started doing this recently but mainly focusing on the most viewed topics. Also usually after the topic has been around for a while so the original poster already had the opportunity to accept. From that perspective, marking as a solutions provides more benefits for the majority of people just viewing the post than the small risk of annoying the original poster.
Late to the party but we do allow moderators to mark as accepted only if the customer clearly states it helped/solved the issue and it appears he/she forgot to the click the button.