There are many great authors here but CrayThemes is something different… I mean Andrey (CrayThemes) has amazing skills and he’s always trying to be different and innovative while most of the other authors are just “following the trends”
I honestly admire CrayThemes’s items and in my opinion they should be one of the Best Sellers here.
EDIT: @Dream-Theme yeah, it is a promotion but it is actually a buyers opinion who appreciates the author’s skills so I’m perfectly fine with it
Perfect! Thanks a lot Marius for the information and for oferring your/Stefans’ help in migrating Vanilla to bbPress! I will wait until December and then I’ll decide how to proceed.
But Zendesk and Freshdesk are becoming more and more tempting
Thanks a lot for the detailed answer Marius (as usual)
I was actually considering to move from Vanilla to bbPress, as you did. So all this information is very helpful for me (and I suppose for other authors in this situation).
I was planning to do the same, meaning make my current Vanilla Forum read-only and then start a brand new bbPress Forum. But for now I think I’ll put everything on hold and wait for the new Support changes to be implemented and see if Envato will release their own Support Platform
So once the Support changes are implemented I’ll decide how to proceed and what will be best for me and my customers.
Wow, I just had a closer look at the links you posted above (Zendesk and Freshdesk). They both look a really good Support Solution, really professional (I really like what you get with the Zendesk Plus plan ). So, I’m now considering those two solutions as well
One last question Marius… how would you manage/implement the Purchase Code verification with Zendesk or Freshdesk. I know you cannot implement it, so how would you check if a given ticket is from a real customer or from a guy who has downloaded your item from a Warez site (or from a guy who is no longer eligible for support – there are more than 6 month since he has purchased your item)?
Thank you for opening this discussion
Yesterday I spent 5 hours in rethinking my “Support Solution” and looking into other solutions. So I’m more than interested in what the other authors are using and why.
Basically, I’m a fan of the Forums. I’m currently using Vanilla Forums (2.0.18) with the Envato API to check the Purchase Code upon registration.
I’m very happy with this solution, it works perfectly fine for me and for my customers, but if I have to be honest, it is far from perfect. I mean, the Vanilla Forums (with the Envato API) gives me all I need in order to manage the Support but if, for some reason, Envato proceeds with the “Mandatory Support” thing, I will not be able to track if a particular user is eligible for Support or not since the Purchase Code is not stored in the Database. Also, managing users in Vanilla does not give much options, meaning even if I modify the Forum and start storing the Purchase Code together with the other user information, I will not be able to automatically suspend the users account once the “6 months” pass.
Anyway, yesterday I digged into different solutions, checked the Support Solutions of different authors, etc. I still think that Forums is good enough option and somehow better than a ticketing system. As you know I’m a Joomla guy, so I’m looking at what the big players in our industry are doing. Gavick, Rockettheme and Joomlart are all on Forums. Yeah, some of them also offer Premium Support via email/ticket but I don’t think it is a good option for exclusive TF authors
So basically, I’m for the Forum solutions.
Marius, since we are on the topic, may I ask you why you decided to switch from Vanilla Forums to Supportte (bbPress)? What do you think are the pros and cons of these two solutions? And also, why are you considering to change the Forum-based solution with a Ticketing one? Do you think it will improve your Support and how? Thanks
Thank you very much Collis! This timeout is definitely a step in the right direction, not only for author but for Envato and for the buyers as well.
This timeout is a really nice surprise because it actually shows that the community (still) means something for you
I do not know the exact percentage, but in my opinion 99% of the authors already provide Support. Buyers are not at risk, not at all. If they do not already have some “favorite” authors they are familiar with (both product and support wise) they can simply read the Item Comments, ask pre-sales question and so on in order to find out if they will get any Support after purchasing a particular Item.
Anyway, here’s what’s my opinion on the Topic:
- Do not make Support mandatory. There is no point to do that (see above). This is not the idea of the Marketplace and this is not what we signed up for.
- Build a nice, fully-featured Support platform for the authors. It should be up to the author to decide if they want to use it or not.
- Once you have the Support Platform up and running you can implement “Premium Support”, “Support Packages” and so on, but it should NOT be mandatory
Thank you once again for re-thinking all this
Guys, opt in/opt out is not a good solution! Think about it, almost all authors will give “support” anyway, but having an “opt out” means buyers will think “support” is not included, in other words, a system like that will make good authors who do provide “support” but are against Envato dictating/making extra money off their time for literally nothing in return, potentially look bad to buyers.
I would 100% opt out of being forced to do support on Envato’s terms, because I am my own boss and I signed up to Envato in the first place because it worked with my lifestyle and work ethic, however, by opting out, buyers may not consider my items because they think I don’t provide “support”A very critical problem is that we are using the word “Support”. There such be no such thing as “support” for cheap stock products. We write thorough documentation to explain how everything works and themes go through a review process to ensure they are working. A buyer should definitely be able to report theme bugs and authors must fix them, otherwise the theme is soft-disabled. But that is the extent of how the system should be.
+1 Definitely a big concern.
The new Paws are a bit different. I mean Level 8 is when you have sold items for $125k + (not $100k as it was for the Blue Steel Paw). So make sure you have sold for $125k if you expect the Level 8 badge
To quote myself from a previous comment… “my understanding is when the mandatory support comes in, we will HAVE to notify that we are on holiday correct? Otherwise we run the risk of having customers (not “clients”) report long lead times, which will results in item disabling?”
It makes authors feel as though they are no longer self employed and Envato is their boss. I can understand both sides of the argument. I would / do appreciate this feature, just not when it’s mandatory.edit: yes I have signed up for the beta.
I also submitted the Form, eventhough it looks very suspicious with only Themeforest and Codecanyon as options to choose from (these are the only two marketplaces that will have the mandatory support)... interesting!
Please listen to your authors, Envato – the whole community is against you!
C’mon Collis – don’t you see it, don’t you feel it?
It’s not like the “Header improvement” or the “New Badges” – the whole community is getting pissed off! I haven’t seen so many Elite and Power Elite authors disagreeing before. Why don’t you listen for once? Come on, what’s wrong with you guys (Envato)? Don’t you realize that you cannot control our time and sell it together with the items?
Is it really that difficult to re-think everything?
Collis, you are the only one who can stop this. I honestly think that you might be a hostage and doing what they say. Damn! You were different few years ago!
Mandatory Support – @Envato, this is ridiculous!
As I said in the original thread, I’m supporting each and every customer. I usually respond in couple of hours. I strongly believe I provide really good support and I see that my customers are happy – satisfied with both the product and the support they get.
But Mandatory Support?? You got to be kidding me!
+1 too, i want it to be my decision whether i should opt-in. All these years everything went fine, marketplace grew, my buyers are happy, i’m happy (and not stressed).
Koev, I suppose this is what everything is about (another source of profit for envato). I also think there is nothing wrong with it.
My concern is that most of the authors with External Support Solutions will have a really hard time to get inline with the new “Support Model”.
And that’s why, it order for Envato to actually “earn” this 30% commision and to be able to implement these changes properly, there MUST be a Support Platform developed and managed by Envato. And it definitely should NOT be an improved version of the Item Comments section… it must be a fully featured, modern Support Platform fully integrated with the Marketplaces!