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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:

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themeton says

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 )

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themeton says

@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 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.

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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 :)

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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 :-)

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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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