November 19, 2012 at 9:18 pm #780
Community Theme Support > Should become Community Theme Discussions
StudioPress Theme Support > Should become Studio Theme Discussions
Implement the same sub structures with the theme names
Us users did a good job of sharing and helping one another. Studiopress would not be expect to provide support in these forum discussion but ... It was a great way of organizing the forum. Bring it back.November 21, 2012 at 9:00 pm #1232
I strongly agree with Perry on this issue. I understand why a ticket support system may be preferable for dealing with queries. I've no doubt this makes it easier to check what support queries need addressed etc.
After purchasing the minimum theme for my blog, I was looking for answers to over a dozen different problems. Through the old forums, I managed to get answers to all of them (except 1 query regarding rotating the header image).
The old structure allowed:
Other members to give support to fellow members.
Members to search through all previously answered support queries.
This new structure may help staff address questions more easily however I have no doubt that you are going to get countless more support questions because we cannot look for a solution ourselves.
The issue here obviously isn't about quality of support. From day one, I have been nothing been pleased with the service StudioPress. Though I do believe the old structure made it easier for new users of a theme to find answers to common problems.
November 21, 2012 at 9:49 pm #1242
One leg of support that is still being built, which will bridge this gap, is the knowledge base. We can take the information from common requests and convert that into a searchable knowledge base.November 21, 2012 at 10:29 pm #1245
Good to hear Nick. That's something that would really help out customers in future. Is it going to be a custom solution?
November 21, 2012 at 10:44 pm #1247
We are looking into the best way to handle it but yes, probably custom. We are building the content then some people way better at it than I will look at the content and decide the best way to handle it.November 21, 2012 at 10:45 pm #1248
Cool. Looking forward to it. If you ever need a third party to review the new setup for bugs and provide feedback etc, please let me know 🙂
November 23, 2012 at 8:25 am #1341
And to repeat myself - for every single theme, in the NEW http://my.studiopress.com/ area, the theme setup instructions are listed right under the link that says "SETUP".
If you need technical support for your theme please file a ticket.
The forums are community based. Staff only monitors the forum for issues relating to the forum itself and to redirect users to where they need to go.
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