Changes to our support system

While away we have been testing a new system to make support even better for you, because we really can’t resist checking email and our support desk while on break.

The current public support forum powered bbpress, an excellent forums plugin for WordPress by has been great for the last 16 months but we have been having difficulty keeping up and getting back to your support requests. On October 9th, 2015, we are making some changes to our system to help us provide you better support.

On Friday the 9th October 2015, we will be turing on our email-based support system and archiving the current forums. This change which keeps support super simple for you, allows us to respond faster and be able to focus more on the development of Easy Property Listings for your real estate websites.

Until now opening a support ticket was cumbersome. It required you to first register an account, locate the best forum and find the new topic and then finally enter your ticket details. On the 9th, this will be much easier. Just visit the Support page and fill out the form to open a ticket. No more accounts, no more searching for links, a whole lot easier.

Once submitted, your ticket goes straight to our help desk powered by Help Scout and you will receive a reply straight to your inbox. When a reply is posted to your ticket you get it right in your inbox and can reply to it via email as well.

There are some questions that need to be addressed.

What about priority support?

Priority support is here to stay. Customers that have subscribed to priority support will still have their tickets placed at the top of the queue. The biggest difference is that there will no longer be a Priority Support forum. You can open your support tickets using the same form as everyone else on the Support page.

To sign up for priority support, you will still need to create an account on our site, but you will not be required to log into your account to open a ticket. The only requirement is that you open all tickets from the same email that is used with your user account.

Will the forums be deleted?

No. The forums will never be deleted.

Over the last 16 months, the forums have accumulated a massive wealth of public knowledge that is invaluable to us, and to our customers. They will always remain publicly accessible and will not be removed at any time.

The forums will, however, be closed to new tickets and replies to resolved tickets. Tickets that are unresolved in the forums will remain open and customers will be able to continue to post replies to them until the time that they are marked as resolved.

On and after October 9th, the forums will serve as an archive of information but will no longer be used for new support tickets.

When does this change take effect?

On October 9th, 2015.

If you have any questions, comments, or concerns, do not hesitate to let us know below in the comments!

Comments

  1. Hi

    I like the forums and was hoping they’d get better and better with users questions and answers allowing us to support ourselves?

    Any chance of leaving the forums live or having some sort of knowledge-base?

    Cheers

    Ben

    • Thanks for the feedback Ben. We are working on improving documentation and transitioning the forum topics into a codex.

  2. I am a bit disappointed as the forums are a source of ongoing knowledge, and I have often searched the forums and found the answer I need without adding a new support thread or supporting a ticket.

    • The forums are still available here. We are working on transferring the knowledge to our codex which will provide better searching and as requests come through we can add and update the documentation. As great as the forums are we have had a lot of difficulty with them and tickets and replies getting lost.

      The next stage is to convert the forums into better documentation, there are a few thousand topics and replies to work through.

  3. Hi,

    Liking the Idea of the changes just to let you know I’ve just tried to submit a request for support
    but when I clicked submit the loading icon just kept turning!!

    Just closed the page down after 15 minutes Just to let you know….

    Going to try the forum now

    Cheers

    Sean

    • Hi Sean, thanks for letting us know. We had a subscribe option on the form and as you may have already been subscribed to the newsletter that the form kind of rejected your support ticket. I’ve removed this option from the form. Thanks for letting me know.

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