Question to buyers (and authors): themes support.

Anyway, no matter what and when you’ll do – the one single most important feature in my opinion is to allow users to reply to other users comments/tickets – many of top elite authors have support teams and now it’s impossible for them to use comment section on ThemeForest as only author can reply to comments.

+1

infuse01 said
lets call it “Awesome Support Solution (ASS)”

Let’s start off with Better Than Comments Support Solution™, and gently head towards ASS

Thank you for your detailed thoughts — we will definitely take this all on board, but obviously we need to start off with small steps in the right direction. The really interesting challenge for us is how differently everyone sees item support.

wptitans said

Dream-Theme said

wptitans said

pixelentity said
zendesk is quite powerful, easy to setup and now starting plan is so damn cheap that a self hosted solution is defo not worth the effort.

Damn right, 20$ a year with 3 agents is peanuts.

sure, but how are you going to check the purchase code? You won’t be able to modify the software to do it automatically. And doing it manually is real pain in butt

Your able to work with, third party api, Javascript Widgets. Everything is fully customizable, zendesk really has improved their workflow and things are a lot easier to create.it’s even possible to create custom apps which can be used within the support section.

Have you tried to work with the api? I had a quick look at the zendesk api but i couldn’t find anything related to registration or something else that might be useful to use and integrate with the envato verification api.

Dream-Theme said
What wold be a real help – is a dedicated “support” tab on Item page.

That’s a big part of this — providing a consistent place for buyers to go to when they need support. Some authors will have external systems, some will use what we build, some may not offer support at all.

GoodLayers said

Anyway, no matter what and when you’ll do – the one single most important feature in my opinion is to allow users to reply to other users comments/tickets – many of top elite authors have support teams and now it’s impossible for them to use comment section on ThemeForest as only author can reply to comments.

+1

Understood loud and clear, and something I was definitely already considering.

Dream-Theme said
However, please don’t make support via it compulsory for every author. For those with bigger number of sales it is much more convenient to use their own solutions to provide support. E.g.: we have dedicated support staffs. And we should not give them accesses to TF account to provide support, right? Also authors can have their own support system integrated to knowledge base with dynamical tips and troubleshooter. I’m not sure that Envato can/should develop that.

Exactly. Lot’s of authors already have an external system (forum, tickets, email, whatever) they’re using, so our first job is to provide something better for the ones still wrestling with comments. If/when we eventually build something useful and valuable enough, authors with external systems may migrate back, which would be better (more consistent for buyers).

Dream-Theme said
And please please please please bring that comment paginator back to the top of author dashboard!!!

I want to do much better than that Do you mind if I contact you direct to talk about the author dashboard and comments?

Great approach Justin! gj

justinfrench said

infuse01 said
lets call it “Awesome Support Solution (ASS)”

Let’s start off with Better Than Comments Support Solution™, and gently head towards ASS

Thank you for your detailed thoughts — we will definitely take this all on board, but obviously we need to start off with small steps in the right direction. The really interesting challenge for us is how differently everyone sees item support.

Ok, accepted. But you have to admit that A.S.S is a pretty damn cool name for that

And of course I can understand that. On such a large user-base it isn’t easy to make such huge modifications. Somebody said once: “Never change a running system”. So I’m happy enough that somebody still want’s to proof, the one who said that is wrong.

justinfrench said
I want to do much better than that Do you mind if I contact you direct to talk about the author dashboard and comments?

Sure! No problem.