As a tool for helpers the Toolbox seems to be functioning pretty well now and will get even better when the 'Notes' tabs are functioning.
However, one aspect that I feel isn't currently useful are the filtering option, specifically 'Chewy' and 'Forgotten'.
Before considering what can be done to improve things perhaps it would be useful to define what 'Chewy' and 'Forgotten' currently mean.
On the guide tab we read:
I've been looking at the results that these two filters bring up for a couple of weeks now and I'm sorry to say that what I'm seeing isn't proving useful.
Firstly, the 'Chewy' filter rarely shows any threads and, when it does, they don't fit my idea of 'Chewy'.
On the other hand 'Forgotten' brings up plenty of threads but looking through them, most seem to have perfectly satisfactory answers.
I should also mention that many of the threads marked with the 'Still needing help' icon don't always need further help so I'm not sure what criterion is being used there.
So, perhaps we need to redefine 'Chewy' and 'Forgotten'?
Starting with 'Forgotten', my first thought is that the current 'Chewy' filter definition is nearer to my idea of a forgotten thread.
'Chewy' is less easy but I'd expect to see threads with difficult problems; something I can get my teeth into!
That's going to be a hard one to identify but I'd think a combination of a thread running to a reasonable number of posts to which the OP has returned to and added further comments plus the lack of a BA and perhaps few kudos might show some promise. I'm sure others will have other ideas about that.
However, the more I think about it the more I'm wondering if a simple toggle with fixed parameters is the way to go.
It seems to me that behind the 'Chewy' and 'Forgotten' toggles is a constrained search tool so how about making that available as a kind of advanced search?
It already appears able to count the number of posts in a thread along with the time posted and I wouldn't be surprised to learn that it can also see if an OP has returned to a thread (remember the 'still needs help' flag?) so if a helper wanted to search for say, threads posted more than three hours ago with at least 6 replies some of them from the OP with less than 3 kudos or threads a day old with less than two replies then that should be a possibility. Add in the current keyword search and you have a flexible system for those helpers who have specific areas of interest. You could even include only threads with BAs for the few who like to check that a BA really is the BA!
Would that be better than the current two toggles?
You are right, the toggles are mainly there to show there is a possibility to implement something similar if we want to. I understand the advanced search parameters and it might be something we do, but at the same time I want us to think of all the helpers and accommodate all types of 'techyness' What I mean by that is that maybe we can have the advanced search but also some toggles for those who want it to be predefined. But even if we do that we still need to find a few conditions that we can put behind some toggles.
So, what are a few common situations that happen on the HS forum that we could implement behind a toggle or an icon on the thread view? If we have the situations we can then all think how we make translate it into data.
What we have now:
-chewy : no reply after 1 hour
-forgotten: fewer than 3 replies and are over 1 day old
-Still need help icon: OP has returned but no BA
[edit:] I forgot to mention I will have a chat with the dev team tomorrow about the Notes - what approach we take and how long until we have it implemented.