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aaranmcguire says

I think it would be nice to have a API for the support request, Authors could make a lot of use out of that.

I am unsure what other authors support sites are like, but as soon as I thought of a support system I thought, that would be nice for an API so the user keeps on a site that they trust and know and authors can still get information, but I was thinking it would be nice for Envato to pass information like licence key, licence type, and maybe with a disclaimer there email this was authors can sort by purchased user and if they have a extended licence and stuff like that.

Plus if it was based on API, you could possibly (depending on numbers) say `Average Response :4 Hours`, If I was a customer that would make me trust the author more and I would be more inclined to purchase.

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VF says

For TF & CC, this may hopefully help reduce the “support cancer”, as a buyer is less likely to be feel cheated or make unreasonable demands if the type of support offered is made very clear from the beginning.

Definitely this has positive impacts on TF and CC. But for GR and VH, support tab is unnecessary risk since the item comment is already serving well and almost there is no expectation of support on there (until we ourself screw buyers to expect for that). So changing the FAQ tab into “Support” is misleading on those particular marketplaces.

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Enabled Moderator says

Can’t wait to see this implemented guys! A more than awesome feature! :)

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pjtops says

So changing the FAQ tab into “Support” is misleading on those particular marketplaces.

True. maybe for sites like GR it could be named “customizations” or something similar

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justinfrench Envato team says

the meaning of “support” may completely translated into “free item customization” (talking about other marketplaces than TF & CC)

We explicitly state that customisation is not included in support, I don’t see how naming the tab “Support” on GR items that happen to have FAQs would open the doors to more customisation work. If anything, it should lead to less, because this is the first time we’ve explicitly proposed/defined what support is.

I’m listening, but so far not understanding, your complaint :)

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justinfrench Envato team says

Please allow more text in that extra field. I cannot write even half of what i want, because it’s so so small…

What’s an example of the text you want to include? Why so much? Can we cover the issues you’re trying to address with extra support preferences or fields or general improvements to the Support tab in a way that that benefits all items and provides more consistency for buyers?

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justinfrench Envato team says

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

:)

We were thinking we could add a default FAQ to all new WP themes and plugins that covers this out of the box.

If every WP author needs to write this in their message, then this is something we should probably address in the Support tab somehow by default.

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justinfrench Envato team 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).

Yep :)

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justinfrench Envato team says

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

If you need help/support, the FAQs should be part of getting help. If they’re separate tabs, the buyer has to choose where to start. If they’re in the same place, we remove the choice and increase the chance they spot an FAQ that helps them.

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justinfrench Envato team says

Can we get option to select multiple options inn support tab.
For example (Email + Supported through item comments)

I thought multiple channels would drive authors crazy. How important is this to you?

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

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