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collis Envato team says

This week we announced plans that we believe will improve item support across ThemeForest and CodeCanyon. In preparing the plans, we’d interviewed authors and buyers, sought out (anonymized) buyer support data, and researched trends in the broader industry. Now that the announcement is out, the overall response on the forums has been pretty heated with a lot of concerns from authors which we’ve been reading through and listening to. I’d like to call timeout, while we gather some more data.

Read the Full Post on Market Blog, and use this fresh thread to discuss further. Both the original post and thread are linked to in this updated blog post.

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Splendous says

A big thank you, Collis-

Taking more data to analysis the best method for everyone is the way to go! :)

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Enabled Moderator says

Thank you Collis! It truly is wonderful to see that Envato acting on this! I do have a question for you!
Is this still due to launch in December? Or will Envato reconsider the time frame to a more suitable moment? (not during holiday season)

PS: I can offer data from my support system if needed. I don’t use a forum, I got by email/purchase code!

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dtbaker Moderator says

Thanks for the update Collis :) phew!

Hey I have 6800 email support tickets over a 3 year period. I can group these by item and anonomise the data. It could be used to see things like # of tickets per buyer, delay from purchase to ticket, time to resolution, etc.. Since I do all dev and support it might be a good base point to see what one person can achieve.

When you are ready to accept this type of data please touch base and I can spend an hour or so collecting it together.

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visualkicks says

Looks like all the huffing and puffing made a difference :) Thank you for being more open and providing us with a real opportunity to have a say.

I would like to ask something as directly as possible in relation to mandatory support. Is this going to be something we can negotiate on? Or is this part of the solution set in stone?

I ask only because the post does not mention the word once? If it is negotiable thats great news.

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collis Envato team says

Thank you Collis! It truly is wonderful to see that Envato acting on this! I do have a question for you!
Is this still due to launch in December? Or will Envato reconsider the time frame to a more suitable moment? (not during holiday season)

Good question! I think everything is on the table for reconsideration.

My general thinking is for us to deliver value around item support before the end of the year, but depending on the data, maybe it’s more features like Author Teams.

And thank you for the offer of data, I think Stew and the team would find that really helpful!

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collis Envato team says

Looks like all the huffing and puffing made a difference :) Thank you for being more open and providing us with a real opportunity to have a say. I would like to ask something as directly as possible in relation to mandatory support. Is this going to be something we can negotiate on? Or is this part of the solution set in stone?

:-) I know sometimes maybe it seems a little cliche when we write things like “We are hearing you”, but I promise the team really does meet and review comments and try to figure out better approaches. It’s not always as visible as today’s “timeout”, but it happens!

I don’t think anything is completely set in stone, but there are good reasons for most everything that we put in that original plan. The mandatory bit is all about having a consistent experience. We’ve had opt-in’s on a few pieces of Envato Market in the past, most notably Extended Licenses (because they used to include the right to use the item in other stock). While the principle was good there, it resulted in a very clunky buyer experience trying to find things with extended licenses.

The longer term solution is of course better filtering and search (which is in production now), but even that doesn’t solve the issue that sometimes buyers go on auto-pilot, or just make assumptions based on the first item they purchased.

So, not set in stone, but I think still an important piece of the puzzle in my mind!

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collis Envato team says

Thanks for the update Collis :) phew!

Hey I have 6800 email support tickets over a 3 year period. I can group these by item and anonomise the data. It could be used to see things like # of tickets per buyer, delay from purchase to ticket, time to resolution, etc.. Since I do all dev and support it might be a good base point to see what one person can achieve.

When you are ready to accept this type of data please touch base and I can spend an hour or so collecting it together.

Thanks DT, I think Stewart and the team would find this super helpful!

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visualkicks says

So, not set in stone, but I think still an important piece of the puzzle in my mind!

Awesome news! Thank you for the reply.

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BytesForAll says

You da man, Collis

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