Suggestion on General Discussion versus Tips & Tricks

Community Forums Forums Forum Bugs and Suggestions Suggestion on General Discussion versus Tips & Tricks

This topic contains 5 replies, has 3 voices, and was last updated by  Susan 1 year, 5 months ago.

Viewing 6 posts - 1 through 6 (of 6 total)
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  • #14692

    Susan
    Moderator
    Post count: 7979

    It seems that all help questions go into either of these forums. To make it easier to provide support, can we either combine both these categories into one, OR force users to post more appropriately – that is, keep “Discussion” to non-customization questions. I would love to see a real “general discussion” forum, where we can talk about things that don’t have a specific answer.


    Susan @ Graphically Designing I’d love to customize your website! I tweet!
    I’ve taken up the challenge! – help me answer some of the unanswered posts

    #14754

    SoZo
    Moderator
    Post count: 1573

    Agreed. There’s no difference between the two forums.


    John “Nicolas Flamel” Wright | SoZo’s design| John Wright Photography

    #18223

    IttyBiz Ninjas
    Participant
    Post count: 11

    Also agreed.

    If questions get distributed over both forums it seems that it’s a lot more difficult to get visibility.

    We’ve submitted three questions so far and haven’t received a single response, which is disappointing after a new theme purchase.  Fortunately, we were able to figure out some of our issues on our own, but it’s a bit disappointing to see such a lack of response at StudioPress.

    Not that we were expecting hand-holding, but given the size of the StudioPress operation and the promise of support that was given on the sales page (text below), we were definitely expecting more than crickets chirping, even after bumping a post back up.

    From the sales page:

    We have unlimited help waiting for you in our world-class support forum. We also have a dedicated support staff available to answer any questions you may have.

    Naturally, we understand there are limits to the support staff, but due to the very simple nature of the requests, it’s disheartening to have such a lack of response after purchase.

    On the other hand, it’s only fair to add that as we searched through existing questions other people have asked, we were very happy with the detailed and friendly responses other support staff have given, and those helped a lot.  So that is definitely appreciated.

    We just wanted to give a “new customer” perspective so the folks at SP would know.

    Enjoying the theme so far -

    The super secret,
    but ever-effective
    IttyBiz ninjas


    The super secret,
    but ever-effective
    IttyBiz ninjas

    #18274

    Susan
    Moderator
    Post count: 7979

    @IttyBiz – I just looked at your three posts. 2 of them were posted here within the past 13 hours, so they should have a response soon. You *bumped* your first one, which means that it’s dropped off the radar. Most members who are on the forum looking to assist someone generally look for the “posts with no replies“.

     

    If you need support with getting your site set up to look like the demo, or have a technical question, you should go ahead and submit a support ticket for the help desk: http://my.studiopress.com/help/. In the meantime, I’ll go and take a look at your open forum posts :)


    Susan @ Graphically Designing I’d love to customize your website! I tweet!
    I’ve taken up the challenge! – help me answer some of the unanswered posts

    #18315

    IttyBiz Ninjas
    Participant
    Post count: 11

    Hey Susan!

    Thanks so much for your response.

    That bit about the “posts with no replies” really helped us understand how the dynamic works.  Maybe that could be in a sticky or something?  It seems that if we didn’t realize that, others wouldn’t either and it could make a great sticky or FAQ to prevent people bumping their posts and not realizing it actually can hurt their visibility.

    We got a great answer from Greg that helped us fix our issue!

    We totally appreciate your attention.  It’s taking a while to get the hang of Genesis, but we’re liking it so far!

    The super secret,
    but ever-effective
    IttyBiz ninjas


    The super secret,
    but ever-effective
    IttyBiz ninjas

    #18318

    Susan
    Moderator
    Post count: 7979

    Hey, IttyBiz – I’m glad Greg was able to help out – when I saw your posts, I didn’t have any immediate answer, so reached out to my network of experts, and Greg stepped in. I already gave him a high five on Twitter. ;)
    Most of the people assisting on the forum (myself included) are volunteers – we don’t work for StudioPress – we just love the framework and want to give back to the community.

    A sticky post might be a good idea, though, because I’m seen a number of people “bump” their thread, and wonder why nobody has responded.

    Have a great day!

     

     


    Susan @ Graphically Designing I’d love to customize your website! I tweet!
    I’ve taken up the challenge! – help me answer some of the unanswered posts

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