1840 posts The Last Man Standing
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Has been a beta tester for an Envato feature
  • Helped several times protecting Envato Market against copyright violations
+9 more
ImanGM
Moderator
says

Hey Community,

I had 46 tickets today and this is a record for me as a new author! :S The other days, I had at most about 10-12 tickets/day.

Is this somehow a welcome message from the new year? :D Maybe users who bought items want to finish their work before the end of this year or may be it’s just a hard day ;)

Do you have the same experience? How many tickets do you usually answer per day?

Cheers,
Iman

534 posts
  • Has sold $10,000+ on Envato Market
  • Has been part of the Envato Community for over 3 years
  • Sells items exclusively on Envato Market
  • Won a Most Wanted contest
+2 more
rayoflightt
says

1-2 in few days. For my first WordPress theme I had zero support questions until now (one month). :D

3787 posts Ruben Bristian
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $750,000+ on Envato Market
  • Has been part of the Envato Community for over 7 years
+9 more
KrownThemes
says

46 tickets in a day?! For one theme? :)

That’s definitely a record.. I don’t get more than 20 tickets / day for 3 themes in my folio that need support..

2015 posts Don't Worry, Be Happy
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Has referred 200+ members
+7 more
FinalDestiny
says

Between 20 and 40 a day(both email and on Envato).

1673 posts How's the surf doing?
  • Power Elite Author: Sold more than $1M on Envato Market
  • Has sold $1M+ on Envato Market and is now a Power Elite Author
  • Achieved the monthly Community Superstar Award
  • Made it to the Authors' Hall of Fame
+6 more
tommusrhodus
says

Was getting 20 -30 a day for 20+ items.

Today I’ve had 7 so far, and I’m loving it :)

1840 posts The Last Man Standing
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Has been a beta tester for an Envato feature
  • Helped several times protecting Envato Market against copyright violations
+9 more
ImanGM
Moderator
says
46 tickets in a day?! For one theme? :)

I should say that I’ve got 46 tickets for anything but my theme itself :D Actually 40 out of 46 tickets (now 51) are about third party plugins or …

For example I had these subjects today:

  • Contact form 7 is not sending emails
  • Files permission on the server are set to 777, is this safe?
  • When I activate the X plugin, it will slow down my WordPress backend
  • Why the X element is looking different in IE8? :mad:
  • I’m learning CSS, what is the best way to change the X in Y page…

Guess what? I’ve investigated all of these issues… and it’s about 10 hours that I’m stick to my chair answering tickets :)

I’m working on a new item but these tickets are not letting me to work on my new item.

The thing is that when somebody asks a question that I think I can help him/her faster than themselves, I’ll say to myself that ok, it will take just more 3 minutes and this way I will make the client more happy.

How do you deal with these issues? Do you simply say sorry, it’s not related to my item or something like this? Even if it’s a easy question?

Help me upgrade my brain by sharing your experiences ;)

1673 posts How's the surf doing?
  • Power Elite Author: Sold more than $1M on Envato Market
  • Has sold $1M+ on Envato Market and is now a Power Elite Author
  • Achieved the monthly Community Superstar Award
  • Made it to the Authors' Hall of Fame
+6 more
tommusrhodus
says

I should say that I’ve got 46 tickets for anything but my theme itself :D Actually 40 out of 46 tickets (now 51) are about third party plugins or …

Sadly this is the reality of running item support when selling on themeforest. It’s up to you what your policies are regarding how you will deal with this, but I must say if you’re getting 40 questions a day relating to non-theme specifics, you’re going to need to change something in your policy :)

happinessengineer
happinessengineer Recent Posts Threads Started
14 posts
  • Has been part of the Envato Community for over 1 year
  • Has collected 1+ items on Envato Market
happinessengineer
says

46 tickets in a day?! For one theme? :)

I should say that I’ve got 46 tickets for anything but my theme itself :D Actually 40 out of 46 tickets (now 51) are about third party plugins or …

For example I had these subjects today:

  • Contact form 7 is not sending emails
  • Files permission on the server are set to 777, is this safe?
  • When I activate the X plugin, it will slow down my WordPress backend
  • Why the X element is looking different in IE8? :mad:
  • I’m learning CSS, what is the best way to change the X in Y page…

Guess what? I’ve investigated all of these issues… and it’s about 10 hours that I’m stick to my chair answering tickets :)

I’m working on a new item but these tickets are not letting me to work on my new item.

The thing is that when somebody asks a question that I think I can help him/her faster than themselves, I’ll say to myself that ok, it will take just more 3 minutes and this way I will make the client more happy.

How do you deal with these issues? Do you simply say sorry, it’s not related to my item or something like this? Even if it’s a easy question?

Help me upgrade my brain by sharing your experiences ;)

Or you could hire someone to help you there :)

I reply around 120 tickets per day for 3 different clients, and when this kind of question arrives I HAVE to say “sorry but we can’t help you there” unless it’s an extremely easy thing (like changing the color of a contactform7 input).

You could also set up a knowledge base so you can link to those common issues

-roch

3787 posts Ruben Bristian
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $750,000+ on Envato Market
  • Has been part of the Envato Community for over 7 years
+9 more
KrownThemes
says

@imangm you should really change your support policy :)

201 posts World Director
  • Won a Most Wanted contest
  • Elite Author: Sold more than $75,000 on Envato Market
  • Had an item featured on Envato Market
  • Made it to the Authors' Hall of Fame
+6 more
dedalx
says

Guess what? I’ve investigated all of these issues… and it’s about 10 hours that I’m stick to my chair answering tickets :)
Create FAQ page with common Q/A and add BOLD link to it on your start ticket system submit page. Like we have. After we added FAQ page our tickets count per day decreased twice!

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