[wp-forums] Commercial support on the WordPress forums?

[Chip Bennett]

Related, and out of curiosity: is there any feasible way to *require* a
Theme or Plugin support topic to indicate the Theme or Plugin to which the
topic applies - and then *segregate* the topics accordingly?

I know that the Theme/Plugin-specific support forums do this, but not
everyone uses them. Also, it would be a significant help to know at a
glance if a given topic applies to a WPORG-hosted Theme/Plugin, or not.

Two potential uses:

 - A sub-forum for non-hosted Themes/Plugins
 - Auto-responses for commercial Themes/Plugins (explanation for why
they're not supported, link to appropriate support forum, auto-closure)

Just an idea...

Chip


On Fri, Dec 28, 2012 at 9:48 AM, Japheth Thomson <japh at envato.com> wrote:

> Good points, Jan.
>
> Customers often take a shotgun approach to support. Ask for help in as many
> places as possible in the hopes that one of those places helps
> quickly. Ultimately it's a bad idea, but people will do it regardless of
> what you tell them.
>
> I've been trying to encourage (by example) those who man the support forums
> to send users with ThemeForest theme issues to the theme's author (rather
> than ThemeForest support, who only help with actual marketplace issues).
> This is to help reduce the load on the support forums, while still
> providing a helpful response. Also, it puts the onus back where it should
> be.
>
> Really if an email address is the official line of support, then that's
> exactly where you should send the customer after support for the commercial
> code.
>
> Cheers,
> Japh
>
>
>
> On 29 December 2012 01:16, Jane Wells <jane at automattic.com> wrote:
>
> > On 12/28/12 8:13 AM, Jan Dembowski wrote:
> >
> >  I'm tempted to reply with "Guys? Take it outside and use the support
> email
> >> for that vendor" and closing the topic but I'm not sure if it's a
> >> commercial support issue or not.
> >>
> >
> >  Given that we routinely tell people that commercial code is not
> supported
> >> here, why is WOWsliders.com using the forums like this? Is that really
> >> permitted or even a good idea?
> >>
> >> If it were for a theme I'd point the user to the theme vendor's support
> >> page but that doesn't seem to be an option here exactly as the page
> points
> >> to an email address.
> >>
> >>  Trust your instincts. All the things you wondered whether or not they
> > would be okay, the answer is yes. That said, We could also loop in the
> > plugins team here.
> >
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>
>
> --
> Japh Thomson
> WordPress Evangelist
> http://wp.envato.com
> http://twitter.com/envato
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