I am on the team that is responsible for answering questions in Guru and I’m happy a bit of a difficult time getting a good workflow going that feels comfortable to me.
When a question comes in and I see it in the Inbox, I assign it to myself rather than my team's group then I proceed to answer with a comment and then either create a new card or answer with an existing card.
Once I’ve done that then the card is answered so is the best next step to just dismiss the question from my Inbox or Archive it?
If I archive a question it is not super clear where it actually goes, and if I can then view it again if necessary.
Also, there’s a strangeness that occurs that if you do answer the question, sometimes it will still show as unanswered but so when you go to answer it again thinking it did not take, it will say that the question has already been answered even though it still on the main Question Inbox screen say unanswered, so I just have to trust that the answer did in fact get to the user that asked it originally.
Any thoughts or tips on any of this? Thank you!