1138 posts The Last Man Standing
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ImanGM 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

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rayoflightt says

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

3449 posts Ruben Bristian
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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..

1731 posts Don't Worry, Be Happy
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FinalDestiny says

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

1193 posts How's the surf doing?
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tommusrhodus says

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

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

1138 posts The Last Man Standing
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ImanGM 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 ;)

1193 posts How's the surf doing?
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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
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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

3449 posts Ruben Bristian
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KrownThemes says

@imangm you should really change your support policy :)

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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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