How can we make sure that Opted out Questions get responses/Answers from another Expert?
We're working on some changes you've asked for with the Opt out Feature (automatic opt out message to the Customer when an Expert opts out and more) and we may do this in conjunction with other enhancements to the opt out feature overall. We'd love to hear your thoughts were around this issue.
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hongkongpom commented
One way I can think of is that the Expert that opts out doesn't get paid. Otherwise other Experts won't chime in because the customer has already paid the first Expert.
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Brian commented
I would suggest the only sure way is for all responses to be removed and the question shown as a fresh question.
If the 1st expert can't get to the bottom of the problem the next one to look at it will "turn away" and leave the question.
If it's shown as a new question then there's a much better chance of someone else trying to help.
If it's marked as having had responses and an opt out, there's less chance of the question being picked up. -
The House Whisperer commented
I would think that the most logical way to get experts to pick up Opted Out of Questions would be to put the question back on the OPEN QUESTION list showing it as having received NO REPLIES as well as showing the opted out icon. What we experts look for when scanning for questions to answer is a reply column that is empty.
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moorelawanswers commented
If when customers opt out an expert, they show up as "opted out" in the question list. Otherwise, there are questions sitting there with replies which are often not looked at by other experts for some time.