What support system would you prefer to use on vbstyles.com Discussion Thread :)

[Miko]

Please use this thread to discuss the "What support system would you prefer to use on vbstyles.com?" announcement.

[Jason Amison]

Like I said in this post: http://www.vbstyles.com/forum/showpost.php?p=17089&postcount=7

Forums for me. :D However, I still believe we should use the Project Tools still for all bug reports. Also, like I've already submitted to you, use the blog as a dev blog to keep everyone updated. :) (Anyone agree?)

[Taragon]

It depends a bit on what your exact definition is of support.
Since helpdesk + forums didn’t show on the list I did go for helpdesk.

I think the project tools are a great feature if you’d like to submit bugs, supply small unannounced fixes, etc.

The forums can be used for global support, given by the author or moderators, or by customers who just happen to know.

I do think the helpdesk should be an available solution as well, because here it would be possible to give more 1-on-1 support. Share FTP or login details, etc.

Basically I don’t think people would like to see anything changed, just more.

As for the dev blog, vbstyles already has one, although it could be better announced http://www.myvbulletinblog.com/

[Jason Amison]

HelpDesk is already being used. ;) I suggested to use the forums, and have a sub-forum for each style that is created. This in turn helps everyone involved and makes it a lot easier for everyone.

Also, I mean using the blog installed here as the dev blog. This will help to keep everyone updated on what's happening. Once everything has been soughted, myself and Miko will fix any bugs on styles and get to work on another style release. :D

[Jason Amison]

Another idea would to be have a "Live Chat" too.... Not for support, but for pre-sales questions. :) Of course, still keep the Pre-Sales forum, as someone cannot be on 24 hours a day. Just a thought.

[gariben]

To be honest with you, it seems like the last 2-3+ years... there hasn't been any new themes. maybe 1 or 2..


Everytime I go to vbstyles.com, I see changes in ticket system, support system, new version of support, back to old support, lack of support, promised of better support, server change, etc. etc. Who cares..

Just focus on what you do best (which i think it is creating vb skins). We don't care about 100% perfect support. It would be nice to have great support.. but it would be 100% better to have new killer skins.

Thanks, Mike

[Sektor]

I picked the forums. Only way others can help just in case you can't. :P

[Miko]

Looks like the forum is going to be....
I will wait a few more days and then implement the appropriate changes.

[TheNakedMan]

do the forums

[kevmac]

Whichever offers the most expeditious response.

[supportskins]

I do think the helpdesk should be an available solution as well, because here it would be possible to give more 1-on-1 support. Share FTP or login details, etc.
I agree with this! Forums can be used for support however a helpdesk is a must.

[kevmac]

I agree with this! Forums can be used for support however a helpdesk is a must.
What good is a helpdesk that doesn't respond? I have two open helpdesk tickets that haven't been replied to in days.

[supportskins]

What good is a helpdesk that doesn't respond? I have two open helpdesk tickets that haven't been replied to in days.
Well there would be a good reason behind it. It does not mean one should not have a helpdesk. You should receive a reply soon.

[Taragon]

Also this addon would be great for this board I guess

Forum-wide Search For Unanswered Threads
http://www.vbulletin.org/forum/showthread.php?t=169923&highlight=Unanswered+threads

perhaps in combination with this one:

Search For Unanswered Threads By Forum
http://www.vbulletin.org/forum/showthread.php?t=169864&highlight=Unanswered+threads

[kevmac]

Well there would be a good reason behind it. It does not mean one should not have a helpdesk. You should receive a reply soon.
There may very well be a good reason behind it, but I'm not sure how you expect customers like me to understand that. I opened a ticket two weeks ago that has yet to be resolved, but still the ticket was closed because there was no response to the ticket for 72 hours. Yet, I see forum inquiries regarding new sales being answered. With that in mind, what benefit does a customer in my situation see in your existing helpdesk system? Why not just use the forum and make all issues public knowledge?

[Taragon]

There may very well be a good reason behind it, but I'm not sure how you expect customers like me to understand that. I opened a ticket two weeks ago that has yet to be resolved, but still the ticket was closed because there was no response to the ticket for 72 hours. Yet, I see forum inquiries regarding new sales being answered. With that in mind, what benefit does a customer in my situation see in your existing helpdesk system? Why not just use the forum and make all issues public knowledge?

Assuming you already have access to your download/member area, is there anything particular people might be able to assist you with in between?

[Guisti]

Kevmac the closing of tickets is automated so there's nothing that can be done about that but even though it has been closed we know which tickets still need seeing to.

I'm sorry for the delay in resolving your ticket but as i said in my reply to you Miko is the only one that can move you to the new members area and he seems to be unavailable at the moment.

I answer ALL tickets but unfortunately i cannot resolve member area tickets.

-Guisti.

[cliff]

Kevmac the closing of tickets is automated so there's nothing that can be done about that but even though it has been closed we know which tickets still need seeing to.

-Guisti.
Seriously? I too use Kayako, and it's a setting to have the tickets closed automatically. "Unset" it. I love when people blame technology for shortcomings - "sorry, there's nothing I can do to help you my computer won't let me make that change..."


I answer ALL tickets but unfortunately i cannot resolve member area tickets.

-Guisti.
Really? I submitted a fairly simple one last week (which is now closed), that was never replied to.

This site seems to be taking a downward turn which is disappointing because you make some of the nicest. most solid styles. There are announcements about new acquisitions / styles coming in a few days (made in January), then no more info to follow up. Many customers seem to be frustrated about not getting help with simple questions. Hopefully things will get better.

[2scoops]

I'd like one that responded to my tickets!

Sounds harsh but come on guys.

Can someone look at ticket ID UPI-589431

I've been charged twice (one being a paypal echeque) can you cancel please. This had lowered my confidence in vbstyles, I may now not even apply the skin, what support would I have?

[Jason Amison]

I suspect Miko is very busy -- I have no idea, though. I was meant to be joining the team here, in an effort to push out more styles and to give speed & efficient support. I don't think that's happening now..

[2scoops]

Miko where are you? I won't be happy if that echeque payment clears and I get charged twice.

If paypal think you guys have gone AWOL your account may be frozen, just friendly advice.

[cliff]

Well, my simple support request went unresponded to by me for three days and is now closed.
I never received a response from you (vbstyles) though?

Support at this site is slowly declining. Is this the beginning of the end? That would be a shame as I felt you had some of the best styles out there.

[lisss001]

I like a normal forum just for support. It's the easiest way to ask for help and others may know the answer to the solution and help.

[Schucz]

I think bug tracker is the best so far, however I feel that adding a live chat support system would be great (perhaps via IRC) or something like that. Not only that you can give support over IRC youu can also allows other members to to go into live discussion. If you are interested in setting up a channel for vbstyle just let me me, you can always use our server as your support platform by connecting to irc.vBirc.com or irc.vBulletin-Chat.com or ... even your own irc.vBStyle.com (Not that it is not possible, I will provide you the IP of my IRCD, so that you can use vbstyle.com as cnames pointing to our server and allowing your members to connect using irc.vBStyle.com.