@FinalDestiny Yes I plan this to be a complete support solution that should cater to both small and big authors. My goal is that when this is done, you can remove your current support system and move over to Support Titan. You’ll have everything there plus more.
The current behavior is this: as the user types in his question / subject, knowledge base suggestions would show up in their admin. Your suggestion of adding resolved tickets would really be a good fit. I’ll definitely add that in.
As per your other suggestions. I imagine that the knowledge base would include FAQs. A place where to find all tutorial videos would be good additions also.
If you have any more suggestions, just post them
@DanielOrtizMe As long as his server is connected to the internet then it should be okay.
Awesome, I hope other people as well would want to join!
Hey TF WordPress Theme authors,
One of my biggest concerns is providing support for my themes. I also think that in TF, we are not actually selling themes, but instead, we are selling support!
I’ve tried experimenting with a lot of stuff, providing support via the comments section, via ticketing systems, via support forums, etc. The one thing that I’ve stuck to now is with a support forum. I’ve set it up so that users register in the support forum with their purchase code (I’m sure you have dabbled in this too). But to be honest it’s still quite a hassle because…
- my customers still have to register to an external site,
- I get the same inquiry over and over again,
- I have placed a search box but it’s not used as much as I’d like, and
- most of the time I ask for their WP URLs, username and passwords, and screenshots
Because of this I’m currently developing Support Titan, an online support service that caters to our support needs! I’m building this to address our supporting needs, and I’m looking for beta testers before it launches.
Here’s how it would work for your customers:
- Your users activate the Support Titan plugin (use TGM for this, and you can override plugin settings too)
- If your users want to send a support ticket they just use the interface in their admin and click send! (additional info such as WP version, theme name, plugins installed will be sent also)
- While typing the ticket, suggestions from your knowledge base will show up (this will lessen repetitive inquiries)
- When you reply, your users would get an email notification and they can view and reply to the ticket from within their admin.
Here’s how it would work for you and your support team:
- You receive emails regarding new tickets from Support Titan (can be turned off)
- You login in Support Titan and answer, and that’s it!
- You’ll be able to see additional details on your customer such as their WP version, theme version, plugins installed, user given WP credentials, etc)
- You can turn tickets into a TODO list for future theme versions
- Create knowledge base entries that appear in your customer’s admin while they’re composing their support ticket
- Easier customer support experience = happier customers that leave 5-star reviews
- Organized way of providing support
- Less support inquiries because of the knowledge base integration
- Collaboration with your support team
- Indicators on what tickets should be prioritized first
- Easy to integrate in your themes since it’s a WP plugin
Support Titan will be a free plugin (in the WP.org plugin repository with less features) and it will be tied to a paid service (low monthly fee).
So again, I’m looking for beta testers, WordPress theme authors that want to provide stellar support and are excited as I am to include this in their WP themes. Beta testers will have some benefits when Support Titan launches as thanks
Lastly, when the launch comes and you don’t want to use the service, the plugin should still work fine, but emails will be used instead for support. You can also use TGM to force-disable the plugin.
Build up an email newsletter. Give free stuff out.
Just an update on this. It’s now released as v1.2.
It can now be used in themes and plugins without any worry about conflicts!
I also wrote an article in WPTuts+ about bfi_thumb http://wp.tutsplus.com/tutorials/theme-development/moving-away-from-timthumb-to-bfithumb/
Haven’t forgotten you We’ll announce it on the forums etc. when Phase 2 officially launches.
Is it safe to say that Phase 2 won’t be implemented yet this year?
I want to get started on my next theme, but I’m still moving things out of my framework to plugins. If phase 2 isn’t on yet then I can start on my theme right away without doing the plugins thing.
I think we should think of it like a normal plugin. There must be a general styling included in the plugin, so if you use it in any other theme, it should look good. AND in your theme’s stylesheet you can add some extra stylings to make plugin’s layout more compatible with your current theme’s design.
Oh that’s what I meant, a super general styling. But nothing fancy at all
@Envato Staff and co-authors.
I’m currently trying to separate stuff in my theme framework into plugins in order to conform to the phase 2 requirements. Since my next theme will clearly not make it in before November. I’m still pondering on what stuff SHOULD and SHOULD NOT be separated into plugins.
So far, my thoughts are that if the user switches to another theme, all their content should still be intact.. even though they won’t be styled at all.Basically, everything that generates content will be moved to plugins (no styling included):
- CPTs with their custom fields and templates
- custom taxonomies
- captcha on forms
- pagebuilder (although this should be transferrable to the normal editor)
- tgm plugin activator
- theme customizer
- theme options
- sidebar generator
- everything else…
One thing that I’m not sure though. Since page custom fields generate content, then technically they should be moved into a plugin. But so far I’m leaning towards simply retaining those in the theme. What do you guys think?
@Envato staff, we really need specifics on this. We are currently in the dark