@Stewart hey, what I was asking was can authors provide item support that is paid using the new pricing packs on their own support infrastructure.
In other words can authors continue with whatever tools they use to offer the support for their items and if someone purchases a support package from Envato for that item can the support be provided via the tools that the author is most familiar with i.e. Help Scout, ZenDesk, FreshDesk, Desk.com, Intercom etc.
Hi Adam….this is what we mentioned about this earlier:
Can authors charge for services outside of the scope of item support?One of the things we’re trying to achieve here is providing clarity for buyers. So a situation where buyers are seeing inconsistencies between their support entitlement/prices on ThemeForest and CodeCanyon and those on external support systems (for example) would work against this by confusing them. However, if an author wants to offer services that are over and above the normal definition of support, like customisation services for example, then that’s ok but in the same way that we’ll need to make the definition of support very clear to buyers, the definition of any additional service over and above that offered by the author would need to be clear too.
Please take the time to read Andrew @ Envato’s comments on why they do not want to monetize updates and charge just for support.
Please review the comments he made here: http://themeforest.net/forums/thread/item-support-picking-up-where-we-left-off/176552?page=16&message_id=1270575#1270575
The section that states “Why are updates free and not capped as well?”
I asked 3 times on this thread for the reasons for Envato not to choose paid updates route so we can anticipate with your decisions.
@stewboon When the new support packages are announced will it be mandatory for authors to provide paid support only via the Envato Marketplaces or can authors provide paid support via their own support platforms?
We are working on a new Envato API + Help Scout OAuth plugin for WordPress. We are hoping Envato adds API endpoints to allow apps to query user accounts to see if an active support package has been purchased by the buyer. Then if they have an active support package they will be able to submit support topics to Help Scout.
Great to see things are moving forward, support is a controversial matter but it needs to be dealt with.
I do have a question though. Will Envato help authors with a toolkit API implementation for popular platforms (Wordpress BBpress, Zendesk/Freshdesk/Yeti/Helpscout etc.)? Or promote on CodeCanyon a section/category for Envato API implementations for Authors needs (we’re quite a few tens of thousands here). I’d be glad to pay for updated toolkits for support verification needs, that could be easily implemented. I’d hate to get too busy tweaking my own system.
Really sorry if this has already been asked and replied.Thanks!
April does suck indeed, visitors to item pages have dropped over 15% compared to February.
This a new style Really love big the text is on the portfolio page.