233 posts themesdepot.org
  • Elite Author
  • Most Wanted Bounty Winner
  • Sold between 100 000 and 250 000 dollars
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Has been a member for 4-5 years
  • Referred between 10 and 49 users
  • Bought between 50 and 99 items
  • Exclusive Author
+1 more
ThemesDepot says

I’ve recently noticed that some support forums of popular WordPress products (mostly plugins) disable the creation of new tickets on weekends, i guess this has been added in order to prevent the creation of a “backlog” of tickets that can be created during the weekends. I was wondering what do you buyers and author think of this practice? Do you think it would help speed up the process of answering customers tickets?

1171 posts How's the surf doing?
  • Forum Superstar
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
  • Referred between 200 and 499 users
  • Exclusive Author
  • Has been a member for 3-4 years
+2 more
tommusrhodus says

I think if you did this you’d find your themeforest comments get rather busy over the weekend ;)

Just mention in your support policy that no tickets will be answered on weekends. It’s then your buyers responsibility to read and make note of this.

15 posts
  • Bought between 1 and 9 items
  • Exclusive Author
  • Has been a member for 0-1 years
Feya says

Hello For me, I think that technical support should not be linked to the holiday and do not at night or day, especially while having serious problems with the customer may cause the interruption of their sites.

906 posts
  • Author had a Free File of the Month
  • Grew a moustache for the Envato Movember competition
  • Sold between 10 000 and 50 000 dollars
  • Beta Tester
  • Envato Studio (Microlancer) Beta Tester
  • Exclusive Author
  • Bought between 50 and 99 items
  • Referred between 1 and 9 users
  • Has been a member for 1-2 years
+1 more
greenline says

I noticed that these closed week-ends are in general at the authors who work as a team (in teams) or when behind that username is in fact a whole small company, while authors who work alone, work&support non-stop, including the week-ends.

669 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Most Wanted Bounty Winner
  • Bought between 10 and 49 items
  • Exclusive Author
  • Referred between 100 and 199 users
  • Has been a member for 3-4 years
+1 more
LCweb says

I do that 7/7, also because if I stop for one day, the next one I’d have 30 tickets and I should spend my whole day answering. (Stopped for easter, next day I had 28 requests…)

Normally in the weekend there is less activity and less support, so, normally, I do everything in 3 hours per day.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 5-6 years
  • Sold between 100 and 1 000 dollars
  • United Kingdom
Slappit says

Hello For me, I think that technical support should not be linked to the holiday and do not at night or day, especially while having serious problems with the customer may cause the interruption of their sites.

so let me get this correct.

You believe that because you purchased a theme (which the author only gets between 50% -70% of the money minus taxes etc) that an author should be at beck and call no matter if its at 2pm in the afternoon on Tuesday March 12th or 2am in the morning on Christmas day.

I can understand this when you pay $10,000’s but when the author only makes about $25 – $30 be happy to get any support.

669 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Most Wanted Bounty Winner
  • Bought between 10 and 49 items
  • Exclusive Author
  • Referred between 100 and 199 users
  • Has been a member for 3-4 years
+1 more
LCweb says

so let me get this correct.

You believe that because you purchased a theme (which the author only gets between 50% -70% of the money minus taxes etc) that an author should be at beck and call no matter if its at 2pm in the afternoon on Tuesday March 12th or 2am in the morning on Christmas day.

I can understand this when you pay $10,000’s but when the author only makes about $25 – $30 be happy to get any support.

Nice behavior to get low ratings and lose customers! :D

1712 posts Don't Worry, Be Happy
  • Beta Tester
  • Grew a moustache for the Envato Movember competition
  • Elite Author
  • United States
  • Sold between 250 000 and 1 000 000 dollars
  • Has been a member for 3-4 years
  • Referred between 200 and 499 users
  • Most Wanted Bounty Winner
+2 more
FinalDestiny says


Hello For me, I think that technical support should not be linked to the holiday and do not at night or day, especially while having serious problems with the customer may cause the interruption of their sites.

so let me get this correct.

You believe that because you purchased a theme (which the author only gets between 50% -70% of the money minus taxes etc) that an author should be at beck and call no matter if its at 2pm in the afternoon on Tuesday March 12th or 2am in the morning on Christmas day.

I can understand this when you pay $10,000’s but when the author only makes about $25 – $30 be happy to get any support.

It doesn’t work like that. Customer is king. If you wanna have a business and establish relationships with your customers, you have to act like a business. When people ask for your help on Friday at 5pm, they don’t expect to receive a reply on Monday 7AM. They need it as soon as possible. Of course most of the times nothing will happen if you don’t reply to them during weekends, however, if you want to be recognized as a brand and have advantages over your competitors, you have to do something extra.

Everybody’s selling themes here and doing the standard “menu”, if you’ll just work with the customer on “okay, I solved your problem, now go away”, you will just sell and that’s it.

Going the extra mile doesn’t hurt that much and can bring great benefits on long-term.

For most of the authors there are quite a small number of support tickets to take care of, but I do offer weekend support and I receive nearly 50 support tickets. :) All by myself. And it doesn’t affect me that much. The time I’d spend on Youtube or Facebook in the morning or before going to sleep, I invest in my customers.

15 posts
  • Bought between 1 and 9 items
  • Exclusive Author
  • Has been a member for 0-1 years
Feya says

so let me get this correct.

You believe that because you purchased a theme (which the author only gets between 50% -70% of the money minus taxes etc) that an author should be at beck and call no matter if its at 2pm in the afternoon on Tuesday March 12th or 2am in the morning on Christmas day.

I can understand this when you pay $10,000’s but when the author only makes about $25 – $30 be happy to get any support.

To my knowledge that the theme owner comes on his mind and sell its own theme for $ 40 and no one deceive him, but if he said that it supports only 5 days a week in public, it is something else.

62 posts
  • Sold between 5 000 and 10 000 dollars
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Europe
  • Has been a member for 1-2 years
Voxelflux says

I occasionally post a ticket after purchasing a new theme if I have any issues. I don’t mind geting an answer the next day or the day after, but locking me out of writing the ticket on the weekend is quite annoying.

As long as I get an adequate answer within a week I’m quite happy and I’ll instantly rate the item 5 stars. Most dev teams are small and it’s only normal that they can’t respond immediately or over the weekends.

by
by
by
by
by
by