391 posts icypixels.com
  • Had an item that became a weekly top seller
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  • Has sold $125,000+ on Envato Market
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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.

991 posts
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $250,000+ on Envato Market
  • Became a Top 20 Author of the Month
  • Had an item that was trending
+9 more
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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+10 more
themeton
says

Good suggestion. I agree with you LCweb

5410 posts
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+20 more
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
  • Had an item that was trending
  • Had an item that became a weekly top seller
  • Elite Author: Sold more than $75,000 on Envato Market
  • Won a Most Wanted contest
+10 more
themeton
says

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

991 posts
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $250,000+ on Envato Market
  • Became a Top 20 Author of the Month
  • Had an item that was trending
+9 more
LCweb
says

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

5465 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that was trending
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+13 more
CodingJack
says

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.

536 posts
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  • Located in Australia
  • Has been part of the Envato Community for over 3 years
+1 more
justinfrench
Envato team
says

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 :)

138 posts
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Elite Author: Sold more than $75,000 on Envato Market
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+7 more
pixedelic
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…

Thanks :-)

536 posts
  • Has collected 1+ items on Envato Market
  • Member of the Envato Team
  • Located in Australia
  • Has been part of the Envato Community for over 3 years
+1 more
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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