[Authors] my custom built Envato email support system

@mpc I test ticksy at the moment too. Is it possible to force users to enter the item purchase code, at the moment its only an option?

@ dtbaker — That’s a hell of a system you’ve made. It illustrates how far behind Envato is in providing elite-grade authors with adequate support tools. I’m about 15 hours into building a custom system for myself. I wish I didn’t have to, but need to at this point.

dtbaker, just out of interest.. do many folks go for the priority support? – any problems with this method? (I can imagine some buyers wanting free mods etc ;))

Looks like an awesome system you built yourself

ThemeShaper said
dtbaker, just out of interest.. do many folks go for the priority support? – any problems with this method? (I can imagine some buyers wanting free mods etc ;))

nope people generally accept that priority simply means they get a “priority reply”. It doesn’t mean I’ll do a custom mod for them or be able to solve their problem, just means I will read and reply (and assist as best I can) to their question.

Although if they ask really nicely, purchase priority support and the custom modification or extra feature is rather simple then I will certainly do my best to assist.

Also in the autoreply it says we don’t do custom mods, and to request a quote here: https://dtbaker.net/custom-modifications.html (3rd party company). So we don’t get that many mod requests.

The cost was $12 but there were lots of complaints that it was too high, down at $8 seems to be nice.

We just remade the support using bbpress plugin. Believe me, forums are the best way to go about it. Users will miss it if you do not have it. At least that is what i see from our customers and from a bigger woo example. It’s pretty messy to create a template, as we did, but it looks good and so far, only being a couple of days old, it runs smoothly.

@dtbaker – how many guys do you have with paid support? if that is something you are willing to share. is it worth it?

duotive said
@dtbaker – how many guys do you have with paid support? if that is something you are willing to share. is it worth it?

yep I would definitely offer a paid priority support option. I’ve had 154 paid support tickets since April 2012 (ranging $8 to $12). Out of a total ~1754 support tickets since April 2012

Tried the forum thing, it was just another thing I had to manage and I would never reply to questions so it just turned into an area where people complained about me lol.

dtbaker said

duotive said
@dtbaker – how many guys do you have with paid support? if that is something you are willing to share. is it worth it?

yep I would definitely offer a paid priority support option. I’ve had 154 paid support tickets since April 2012 (ranging $8 to $12). Out of a total ~1754 support tickets since April 2012

Tried the forum thing, it was just another thing I had to manage and I would never reply to questions so it just turned into an area where people complained about me lol.

You did not have that much support. Thanks for sharing

I have no idea how you go about making a system such as yours dtbaker but it looks greats and has everything I’d need for sure

If I knew how I’d find it useful, thanks for sharing the insight