Support forum on weekend
Published on: March 24,2016
We have done some minor improvements to our main support forum for eventON some of you might have notices the new lightbox ticket creation form.
We have lot of great documentation on self troubleshooting eventON which are the same steps we take to troubleshoot user cases. I want our users to start using those as well so we can focus more of our limited time on developing bad-ass features than spending all our time on support forum.
We are adding something new to support forum. This will be a beta test. On the weekends we are going to close support forum new topic creation section. You will not be able to create new topics during weekends on the support forum. I want to see what impact this will have on our users. Please do let us know what your thoughts on this.
This is actually an interesting trial. Support is always a tough thing as a lot of user have great ideas how to use the plugins but are either quite new to WordPress or no developers. I have seen companies that work like this: You get the plugin and the updates. For customization work (like CSS edits) they had a one-time fee service you could buy. Only real bug fixes are free (they had a list of compatible plugins) and issues with other plugins was again a small fee. You could also buy (support) new features but these were then integrated into the next plugin release. But either way support is always the most demanding task even though it should be working on the plugins itself. Your support team is doing well and I wish you all the best for 2016.
Sol, Thank you very much for your thoughts and your constructive input. You know I wanted to try this and see how users react and if they have bad impact we will surely change this. But you know what they say, it is good for the soul to take a break from things once in awhile.
Bad idea. That is simply lousy customer service to prohibit customers sending their tickets when the time is suitable for them. Internet is 24/7 and international, so by choosing the “opening hours” of ticketing system by your timezone and own schedule seems selfish.
Just my 2 cents. And forgive me being frank.
Teemu, thank you for your honest opinion. And you are right I am being selfish for my team and my well-being. And like I said this is just a trial that we want to see how it plays out before making it a permanent thing. Cheers!