394 posts icypixels.com
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icypixels
says


Am I doing something completely wrong? http://d.pr/i/2A37

No, you’re not doing anything wrong. That certainly doesn’t look right.

I’ve just double-checked and everything looks OK on our end on Chrome/Windows.

I see you’ve got Dashboard Plus and a couple of other browser extensions. My first guess would be that one of those is interfering with the page, so as a first step could you please try disabling your extensions and see if that fixes things?

Thanks for the tip! Indeed, one of the extensions was messing with the input fields.

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LCweb
says

One month has passed since the support tab has been implemented, but the results in my comments area are almost the same. I think very few customers see that tab and even fewer click on it and read its content.

I’d like to suggest to add a little reminder in the “add comment” box if the author uses an external website. Something like this:

196 posts ThemeTon
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themeton
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Good suggestion. I agree with you LCweb

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dtbaker
Moderator
says

Have a look at an item you have purchased. They have this:

This only displays if you have purchased a file and the author provides support.

( it would be nice to have this message displayed all the time, not just to buyers. I like to redirect people with pre-sale questions to the support area becaue a lot of them have been answered in FAQ / Support Forum )

196 posts ThemeTon
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themeton
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@dtbacker Haha looks I’m blind ad probably my purchased items didn’t provided there support forum.

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LCweb
says

Wow, I missed completely that feature!
So, whyyyyy customers continue to post in the comment section?? :D:D

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CodingJack
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Seems the message is only shown if the author provides offsite support. Why? In addition to important support information, the support page is home to the F.A.Q.’s, so reminding a buyer to visit it before posting a comment is extremely helpful regardless of the author’s chosen support channel.

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justinfrench
Envato team
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Seems the message is only shown if the author provides offsite support. Why? In addition to important support information, the support page is home to the F.A.Q.’s, so reminding a buyer to visit it before posting a comment is extremely helpful regardless of the author’s chosen support channel.

It’s shown under the following conditions:

  • if the current user has purchased the item
  • if the item has hands-on support from the author
  • if the preferred support channel is not comments (the original rationale was that there’s no point linking the comment form to a support page that tells you to use the comment form)

I’d be willing to revisit or debate any of those rules though. Complicated things are complicated :)

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pixedelic
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Sorry, I’ve just seen this new feature… maybe someone already asked and an answer is still available, but since I have a different forum (with a different URL) for any item, how should I do? Since I can’t provide a different URL the message is I don’t provide any support…

Thanks :-)

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justinfrench
Envato team
says

Sorry, I’ve just seen this new feature… maybe someone already asked and an answer is still available, but since I have a different forum (with a different URL) for any item, how should I do? Since I can’t provide a different URL the message is I don’t provide any support…

That’s something we don’t cover very well sorry. As a work-around, would it be possible to build a support landing page that acts as one central URL and landing page which guides buyers to the right final destination? It’s not ideal, but it might work for now!

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