24 January, 2012
Forum's status overview
Team JoomlaXi is known for its Support(USP). We are continuously
trying to do our best for providing support at highest priority to
In the same pace, we are here with some changes in forum's status.
We tried to provide an automated alert option through emails for
notifying customers as well as our support team also.
We would like to clarify the meaning of available status on our
Are all these status Options available to the owner
: A new post that should be quickly replied, is pending on
the support team's end.
: Support team is working on the particular issue.
: Support team is waiting for customer response.
: Thread is answered by support team.
: Issue is resolved at customer's end.
: Some important announcement is done by our team for all
: Customer demand is added in our roadmap for future
: Discussion is open to all on the topic
News, Working, Waiting, Answered, Roadmap and Discuss are available only
for support team. Because these are moderator actions.
Owner of the post has options to either close the forum, in case the issue
is resolved or open the forum if having some other issue related to the
How forum status will be handled?
- Whenever someone creates a new thread or customer replies on the
forum, then forum status will be "Open". If reply on
that forum is pending till the preset timing (1 day),in that case,
alert mails will be sent to the support team.
- If status of forum is set as "Roadmap" then after
every 30 days, alert mails will be sent to support team to schedule the
particular roadmap task.
- If status of forum is set as "Working" and the
issue is not resolved within 2 days then alert mails will be sent to
support team so that they will update the customer about the status of
- If the status of forum is marked as "Waiting"
then an alert mail will be sent to customer notifying him/her to
give the prerequisites infomation that is asked by support team.If
customer doesn't reply till 7 days then topic will be marked as
- If the status of forum is marked as "Answered"
then an alert mail will be sent to customer that will be just for
asking about the status of issue. If customer will not reply till 7
days then topic will be marked as closed.
Customers will also be notified about the closing time of the post in
both "waiting" and "answered" alert mails.
All the preset timings for alert mails will be set by
We hope, it will help the customers and the support team to get faster and