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

[Drew]

Chip:
CMIIW, but we can still tag threads with plugin/theme tags, though that
really only populates that plugin/theme tag listing. It would be nice to be
able to move threads under the umbrella of a plugin or theme's support
"forum".

Jan:
I think you did the right thing here. It's strange having to police the
attitude in an exchange like that, especially when both user and supporter
are in the ring, so to speak. As for your question about whether commercial
shops can use the forums to support their plugins, that's a good question,
one I'd like to have answered.

Drew


On Fri, Dec 28, 2012 at 7:52 AM, Chip Bennett <chip at chipbennett.net> wrote:

> 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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> >
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