1. Envato needs to spend the time and money to build and host a complete and functional support system for all of us to use. Something that integrates completely with our products, with buyer licenses, and any other pertinent info that makes managing a support system for Envato products easier to maintain. As a whole, the author community has wasted millions of hours, each of us coming up with our own support systems. Just setting up a support system alone is a huge task… and if you want to integrate it with the API and sales data that a whole other huge undertaking. Envato could have a single, centralized support system will all the bells and whistles that we can just “use”. How nice would that be! 2. Envato should employ a support staff to answer basic HTML, CSS, WordPress, etc. support questions (and give authors a quick button in “Envato’s new wonderful support system” to push these questions off to) so authors don’t need to support questions that are “general” questions… We should only need to answer questions that pertain to our specific files.
This is exactly my concern, I think the Envato is putting their resources into the wrong place. You can’t force support without a good system, and having a good system could still make things so much easier that you wouldn’t have to force it.
I spent weeks working on my support site and I’m still adding to it. Every day I start out with hours of email, support requests through my support site, and comments through CodeCanyon. I loved doing this at first, but now I’m just always stressed because support has taken over my life. I hardly have enough time to fix bugs let alone add new versions in between all the communications. PLEASE HELP!
Fantastic, thank you! I always want to believe that you put in plenty of research before making decisions on company policies, but this one made me feel really left out I was so split on the decision because right now my main focus is to create products that don’t need support but so far that hasn’t worked out. I feel like all I do is support anymore and it’s such a drag, especially with how much of it is unnecessary. Anybody else go to great lengths to solve someone’s question only to have them respond “yeah I had already figured it out”? Maybe if they had to pay a small additional fee people would be less likely to jump right on to the discussion boards and have you do all the work for them. THAT is the unrealistic expectation from buyers. Support is too easy to get because buyers have the power. They can voice great disappointment and give you negative reviews if you refuse to support your items and you can’t have Envato remove it, I’ve tried. They say it’s within the rights of the customer (even though support is NOT required) and when issuing a review, the quality of support is an option for your rating!
This is just an outdated, unfair system for both buyers and authors and I truly truly hope that you give it some real consideration and don’t roll it all out in bits and pieces. I think the entire experience needs to change to match the systems of other successful sites. Envato may be largest marketplace for items of its kind, but its software is weak compared to marketplaces for other types of items and if you want to really grow, THAT should be the direction you are heading. I can list lots of great examples and why if you want
Maybe this isn’t the right place for this but +1 to this thread. I love the opportunities I have received here, but let’s face it, we’re all making compromises. I’m all for expanding the features of the site, but they shouldn’t be mandatory. If they’re going to force us to do more service for our products, then we should get say in our prices, and yes I mean more than just requesting a price change through their form which ultimately earns us another $2. My most popular plugin costs 10% of what its biggest competitor charges… ten measly percent! As far as I’m concerned my customers are already receiving a giant bargain and support should be an additional charge (excluding bug reports of course).
Ideally I would want to see something like GitHub where users can post potential bugs and I am not obligated to reply directly but can review the request. If it’s truly a bug, I can tag it such so the user knows I have acknowledged this and will fix shortly. Another section for Pre-Sale questions. And everything else is considered support and the author can choose what they want to do and how quickly they wish to do it. As long as its written in black and white the buyer cannot complain because they agreed to it upon purchase.
In brief, this is a relationship so treat it as one. Nobody likes being forced into something they don’t want, and a lack of communication between both parties is a guaranteed breakup in the making.
THANK YOU, THANK YOU, THANK YOU!!! Just something would be nice, doesn’t need to be fancy. I setup email auto-responders but that doesn’t help for support requests through Envato Marketplace. It may not happen often, but it does happen and it’s frustrating. I left for TWO days, a much needed two days away from working 7 days a week and I returned to literally TEN messages from one person who ended up so mad they dropped my plugin. I just don’t understand it sometimes. I love my job but not enough to live it and breath it 24 / 7. Cut us some slack! We can’t all make enough on these prices to hire employees ya know….
I see there’s already many, many responses here but I’d like to add my two cents in hopes they can be added to the crowd as this has been a thorn in my side for a while
Being a developer, switching to creating plugins for CodeCanyon has been a life changer and I’m so grateful for the site you created. My favorite part is that just like Envato, my plugins are always growing. My users have ideas I have never thought of it and I love how they expand my plugins to work for even more people. Problem is, these requests on top of support is overwhelming and I really hope that this will truly make it better, rather than worse so that I can get back to what I love to do (which is not answer questions).
Firstly, I would LOVE a better system. Personally, I think this is better than narrowing down the rules because as of now there are no rules and I still provide support effectively enough. I have a support site, but many users don’t make it there because they’re hardly comfortable with the CodeCanyon site. You currently have FAQs as does my support site yet I STILL answer the same questions constantly. My least favorites are those regarding installation which come in CONSTANTLY! And really don’t they apply to any and all plugins? Not just mine?
Some people “search” the comments and find their answers, many don’t search at all, and then there are those who say they searched but couldn’t find an answer even though I know I’ve answered their question a few times before. So my hope would be that if there was a better system in place, something uniform for all theme/plugins so frequent buyers can get comfortable with it, then maybe it would at least cut down the amount of time I answer duplicate questions.
So overall, some sort of system where users need to look through the FAQ, or maybe it searches the FAQ for them based on key words in their support request would be a FANTASTIC addition.
Thanks for the read and always the commitment to a better experience for both buyers and sellers!
75% for more than one day was previously mentioned and think that’s the best solution. Then everyone gets at least a little extra and it’s not dependent on just one day’s sales. It’s still a luck of the draw at that point because sales go down around the weekend which is when this promotion ran.
I also think it’s not enough incentive. We’d all like to think that 100% commission would entice buyers to support their favorite authors, but really wouldn’t they be more likely to buy if they had an offer too?! For example, when Envato Studio first started, users received coupons and authors still earned their full commission rate. That’s incentive enough for both sides of the purchase!
That’s sad Why does there always have to be a few to ruin in for the rest? How can you even be proud of your counts and badges knowing that so many are fake?!
I do second the thoughts for a different structure though. 100% is great! But I don’t think it’s as good as last year’s celebration. Even as an elite author, some days are up and some days are down. It’s a luck of the draw, but for me at least, Friday – Sun are my lowest days.
Happy Birthday Envato! Your birthday present is definitely something to get excited about! However the badges are bad news for me I just can’t quite connect with them. I don’t think they really match the site anymore, not to mention they sort of look like a bad resizing job on photoshop. I appreciate that you guys are trying new things each week, but this one just wasn’t as big a success as the rest.
Very nice! Still getting used to receiving emails with the new name but change is fun I normally referred to it as the envato marketplace anyway because people who had never heard of it before were often confused as I tried to explain all the different sites that belong to envato. Hopefully this will clear that up a little bit!
This sounds like another good idea, I just hope it gets expanded. I didn’t understand that it only appears on the search page and that doesn’t quite make sense unless you’re only testing it at the moment. While the search is nice, it’s still so vague that I hardly use it. It might take more time, but I don’t always trust that the search engine is returning everything relevant to me so I go by category to ensure I don’t miss something great