[wp-hackers] Advice on providing plugin support

Callum Macdonald lists.automattic.com at callum-macdonald.com
Tue Jul 26 19:36:51 UTC 2011

Alistair, that's a really excellent suggestion. I really like the idea
of charging for paid support. I'm not sure why I never thought of that

A user enters their question. The system searches for an answer,
hopefully finding it automatically. If not, the user can choose to post
their question publicly as a free question, or can pay and optionally
make their question private and get premium response.


Thanks to everyone for sharing their thoughts. Sounds many of us are in
the same boat. If I find any wonderfully simple solutions, I'll post
them back here. :-)

Love & joy - Callum.

On Mon, 2011-07-18 at 22:15 +0100, Alastair McDermott wrote:
> Are any of you folks using an FAQ plugin to build your FAQs based on user
> submissions? I know there's a couple out there, could be a nice addition.
> Ultimately, my thoughts are that if the user wants priority support, then
> let them purchase a support ticket at whatever price works for you, and deal
> with those. Triage the rest as per Paul's comment.
> Cheers,
> Alastair.
> On 18 July 2011 21:25, Ade Walker <photofantaisie at gmail.com> wrote:
> > I use a dedicated forum on my own site for handling support for my wporg
> > plugins. As users have to register to post, I like to think that only those
> > who have read all the documentation actually bother to post. (Who am I
> > kidding???? :-) ). I also like having all the posts under my control - only
> > a self-hosted forum can provide this.
> >
> > I provide an extensive FAQ, lots of configuration and set up info on my
> > site
> > too, but most people don't read it. However, I feel it is better to provide
> > documentation and put up with lazy users, than provide no documentation at
> > all.
> >
> > Personally, I don't enjoy using the wporg forums, and I try to discourage
> > users from seeking support for my plugins there. Some people may not like
> > this attitude, but I feel I can provide a better service to users on my
> > site
> > than elsewhere.
> >
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