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Bedros says


Agree with VF, FAQ and SUPPORT should be seperated (one more extra tab) , or maybe the tab’s name should be “F.A.Q. And Support” , indicating that FAQ also lies there…

I pointed slightly different thing. Combining FAQ with support tab is fine, it fits perfectly but only for TF and CC. In the past 3-4 years, due to lack of usability in FAQ (before recent improvement), we all (author and buyer) habituated to ignore that entire tab. Atleast the new support tab will work positively for this section.

On the other hand, all the marketplaces except TF and CC going to face terrible future if the word “support” was included for each item. That’s what my concern – we supposed to sell reliable products that avoids support – Not to induce buyers to look for support. For most of the marketplaces (non-code based ones), support is nothing more than blatant customization.

+1

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iHelp says

It’s a great feature!
And then… as always – reading through the comments adds so many standing points which all seem to make sense and make me doubt that it’s really such an awesome feature. Gotta love the forums –┬áso many people, so many valid opinions, it’s amazing.

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dtbaker Moderator says

For most of the marketplaces (non-code based ones), support is nothing more than blatant customization.

The support tab will clearly mention that “customizations” are not covered under support. Having this mentioned will be a great improvement because currently we have to put this on our profile pages or within item descriptions.

However a lot of authors will gladly accept customizations for an additional price, so the marketplace has to cater for those authors as well.

No matter how it is worded, if someone wants a customization they are very likely to contact the author before asking elsewhere. I certainly get a lot of “I know you’re not available for custom jobs, but do you know someone who can do xyz change with your item?” emails sent to me.

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VF says


For most of the marketplaces (non-code based ones), support is nothing more than blatant customization.

The support tab will clearly mention that “customizations” are not covered under support. Having this mentioned will be a great improvement because currently we have to put this on our profile pages or within item descriptions.

However a lot of authors will gladly accept customizations for an additional price, so the marketplace has to cater for those authors as well.

No matter how it is worded, if someone wants a customization they are very likely to contact the author before asking elsewhere. I certainly get a lot of “I know you’re not available for custom jobs, but do you know someone who can do xyz change with your item?” emails sent to me.

The problem is once an “official” tab conveys the word support, it can trigger can of worms inside buyer’s psychology since this area prone to be abused for competitive advantage. Obviously there is no point in adding a support tab just to convey a message of “Support is optional”. My personal opinion is we as community already spoiled the spirit of making plugins by over weighing support area and lowered focus on product reliability – it happened as a localized/community based trend rather than as industry’s flow. I afraid this shouldn’t spread into every marketplace where simply the comment section is more than sufficient.

Currently the GraphicRiver and VideoHive goes well with paid customizations (if any) just by author/buyer’s personal/unique way of message on relevant items. For that kind of marketplaces, may be a tab named “Customization” can be less misleading and straightforward than naming it as Support. I would suggest better leave it as FAQ and neither mess with the word support nor customization.

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getbowtied says

I think that’s a great feature. We all needed a consistent way for customers to find support. Everyone is using a banner, or a link here and there and some customers still send messages via profile.

This is great news.

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kops says

That tab’s an ideal place to write ‘MAKE SURE YOU UNZIP THE FILE FIRST’

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dtbaker Moderator says

If the URLs are going to change (eg: from /faq/ to /support/) please ensure the old faq URLs are redirected as I link to a few of these from item comments and support forum posts (or not adjust the URL for individual FAQ entries, just the overall listing).

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FRESHFACE says

Great move forward guys, well done! :)

Btw, why FAQ tab gets replaced with Support tab instead of getting a new tab?

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Pricop says

Now this is good stuff. :D

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ait says

Thanks for that, could you please extend number or characters we can write into additional information for buyers? Cheers.

Helpful Information

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