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jonathan01 says

Honestly. I’ve already completed the survey, I gave my feedback as one of the longest users here on this marketplace, I’m the one supplying the support (you say you observe.. big difference), they are my products and I’m giving you my feedback. I’ve given you examples, shown you why it should be styled using basic HTML and why it’s important – I’ve argued each and every point.

As Chris said, it was not specifically stated in your original post about you injecting what you think the support message should be before I completed the survey – didn’t realize that screen shot was what Envato wanted to do, thought it was an example of what an author could do.

In the end you will do what you want, and I honestly feel like I’m in a corporate meeting bouncing the same questions back and forth and nothing is accomplished.

I’ll look forward to whatever comes of this but for now I feel I’ve done my bit.

Jonathan

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femo says

Awesome stuff! Thanks for that!

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justinfrench Dev says

In the end you will do what you want, and I honestly feel like I’m in a corporate meeting bouncing the same questions back and forth and nothing is accomplished.

Sorry you feel that way, but that’s really not my intent. I do however want our next step to be defined by some data. Would we be making it more complicated to suit one author? 100? 1000? 10,000? Do we need to go 100% configurable, or are are we nearly there?

Thanks for your input so far!

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chrisakelley says


In the end you will do what you want, and I honestly feel like I’m in a corporate meeting bouncing the same questions back and forth and nothing is accomplished.

Sorry you feel that way, but that’s really not my intent. I do however want our next step to be defined by some data. Would we be making it more complicated to suit one author? 100? 1000? 10,000? Do we need to go 100% configurable, or are are we nearly there?

Thanks for your input so far!

Part of that issue is the majority of authors don’t visit the forums at all, and(as far as I know) there isnt a notice anywhere else telling authors to give their opinion. You may want to add something to draw more opinions

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justinfrench Dev says

Part of that issue is the majority of authors don’t visit the forums at all, and(as far as I know) there isnt a notice anywhere else telling authors to give their opinion. You may want to add something to draw more opinions

Was just thinking the same — will do something on the author dashboard at least!

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VF says

Given your concerns and mine, I’d like to focus our efforts on the content on the Support tab — improve the copy and the message (perhaps even customize it for different sites or categories) to make it even clearer to buyers., and I think this is something we can do iteratively once authors see this tab on their items and get a feel for the different variations.

That’s fine, as long as the content of support tab focuses only about FAQ list and remaining details are not indicative about communication, it will be safer.

(Reminder: Above is for non-code based markets like GR and VH etc. Not about TF and CC)

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ClientEngage says

Just to add my two cents:

I believe it would be helpful to increase the allowed text-length of the custom text that goes with the support options so as to enable authors to provide any further clarifications (textarea: “item_support_preferences[support_policy]”).

For example, in my case I would like to:
  1. point to the manual
  2. what to do if the problem was not solved (i.e. make use of the aforementioned contact method)
  3. what information to provide once they decide to contact me
  4. state the usual response time
  5. state exceptions to the usual response time (holidays, etc.)

Currently, the textarea merely saves the first ~ 250 characters – hence, a detailed description is not really practicable.

If you cannot (or do not intend to) increase its length – please be so kind to add the “maxlength”-attribute to the respective textarea. ;)

Best wishes, CE

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pixelentity says

I don’t get why you’re trying to standardize support when it’s not mandatory (for good reasons so please don’t you even consider changing that).

Buyers should just check the support tab the same way they do with item description so a big (not limited) textarea would do the job just fine.

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RubenBristian says

I also don’t understand why don’t you just make it 100% customizable?! A lot of authors are requesting this since none like to be limited in that textarea but you’re still wanting other feedback..

+1 Jonathan … Trying to send feedback to Envato Staff(even when they request it) is like speaking with walls.. :| It’s been like this from the beginning..

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VF says

I don’t get why you’re trying to standardize support when it’s not mandatory (for good reasons so please don’t you even consider changing that).

Probably they want make it standardized format so that it will be easier for buyers understand faster with less efforts. Although standardizing it has a slight risk of allowing it appear like “support is authors duty/part of item”. That’s why I was doing a somersault in the recent comments about the GR and similar market FAQs. :P It is difficult to input the author point of views to the non-author staff! Some poor little souls like me living here with the dream of there would be no support fever in GR an VH.

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