Suggestion for Support Forum

All input, comments, and site suggestions here.<br />All Websites are constantly evolving works in progress, so fire away!

Moderators: Dale Ray, SrNupsen, Bluetooth, Jackanape

Suggestion for Support Forum

Postby Jackanape » Sun May 29, 2005 5:21 am

I've been thinking about this for awhile, now, and thought I'd bring it up tonight.

One of the biggest problems with people asking for help in the support forum--myself included, in the past--is that the asker rarely provides the pertinent information to the question, and needs to be cajoled into providing more information...sort of a help us to help you post exchange.

This is a direct lift from the phpBB support boards, but it DOES work there to some small degree:

Post up a sticky with a "Support Request Template" within, where anyone with support questions can cut and paste to fill out with their initial support question. Questions like version, server, browser, etc...can all be put into here. Could make answering questions a bit easier for all...
A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly.
Specialization is for insects.
-Robert A. Heinlein
User avatar
Jackanape
 
Posts: 632
Joined: Tue Jan 09, 2007 12:15 am
Location: Capitol of the Great State of New York

Postby Esstee » Sun May 29, 2005 11:46 am

Do you mean a support ticket system?

I have been slowly looking at this for our own forums, mech. design support
forums and a ticket system does seem to help but in our case categorizing
our past solutions into a seachable archive has proven the biggest benefit
of all.

I installed a [RESOLVED] button and marks threads as [rsolved] when a
solution is found, once that is done the thread is then moved to a sub
forum that archives the data in a searchable form.

so in our case after the user enters the forums for help, he can isolate
his or her question to the exact location of the software type then once
he submits a ticket the ticket system automatically puts the relevant
information against the resolved archived tables and offers the user
a chance to revise them before submitting the ticket.

Although it sounds complicated when you go through with it, it works
quite nicely. I will be expanding the similar search criteria to tips and
tricks later on this month and hopefully create an even more helpful
support system.
User avatar
Esstee
 
Posts: 320
Joined: Thu Nov 25, 2004 4:13 pm
Location: Deep in some project

Postby Jackanape » Sun May 29, 2005 3:04 pm

I would say more of a "form" than A "ticket"...

Something for people with difficult support questions to fill out that will assure they include the proper information in their initial question, before anyone has to ask.

And, I think a well-compiled searchable database is, ultimately, the best tool someone could use to help themselves...
A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly.
Specialization is for insects.
-Robert A. Heinlein
User avatar
Jackanape
 
Posts: 632
Joined: Tue Jan 09, 2007 12:15 am
Location: Capitol of the Great State of New York

Postby SrNupsen » Sun May 29, 2005 6:23 pm

Jackanape wrote:And, I think a well-compiled searchable database is, ultimately, the best tool someone could use to help themselves...


You mean these forums? 8) I would guess that, from 20 Coranto-related problems/issues I've had this year, I've found the answer to 90% of them in the forums. By putting one or two clever words into the search field, that is. The biggest problem (when there is one) is that most people don't spend any time at all searching the forums before asking.

The support request form isn't a bad idea, though - as long as people would use it.

SrNupsen
-----------------------------------------------------------------------------------------------------
Coranto is free software. I am available for custom work or troubleshooting.

http://www.sundaune.no - transkripsjon, webdesign, nettsider, tekstbyrå
http://www.vagbladet.no - satire, politikk, kultur, sport, nettavis
-----------------------------------------------------------------------------------------------------
SrNupsen
 
Posts: 2229
Joined: Tue Jan 09, 2007 6:46 pm
Location: Nesodden, outside Oslo, Norway

Postby bozoka45 » Fri Jun 03, 2005 4:42 am

Perhaps the "Search" button could be made bigger?

I've also seen as an addon for vbulletin, before someone submits a thread to a certain forum, it searches and says "are one of the titles related:".

Thats probably a little too much for this small of a forum, but the search button highlighted or bolded or made more distinct would be the best and most efficient move, IMO.
User avatar
bozoka45
 
Posts: 1159
Joined: Sun Mar 23, 2003 8:38 pm
Location: New Orleans

Postby SrNupsen » Fri Jun 03, 2005 7:01 am

Not stupid... kriko, a more outstanding search button/link?

SrNupn
-----------------------------------------------------------------------------------------------------
Coranto is free software. I am available for custom work or troubleshooting.

http://www.sundaune.no - transkripsjon, webdesign, nettsider, tekstbyrå
http://www.vagbladet.no - satire, politikk, kultur, sport, nettavis
-----------------------------------------------------------------------------------------------------
SrNupsen
 
Posts: 2229
Joined: Tue Jan 09, 2007 6:46 pm
Location: Nesodden, outside Oslo, Norway

Postby kriko » Fri Jun 03, 2005 8:06 am

SrNupsen wrote:Not stupid... kriko, a more outstanding search button/link?

SrNupn

Something like the way it is now?
Kristjan aka. kriko
now a wireless expert
User avatar
kriko
 
Posts: 3328
Joined: Sat Feb 24, 2007 8:13 pm

Postby SrNupsen » Fri Jun 03, 2005 9:51 am

kriko wrote:
SrNupsen wrote:Not stupid... kriko, a more outstanding search button/link?

SrNupn

Something like the way it is now?


Yup - that is very fine with me. What do you other guys think?

SrNupsen
-----------------------------------------------------------------------------------------------------
Coranto is free software. I am available for custom work or troubleshooting.

http://www.sundaune.no - transkripsjon, webdesign, nettsider, tekstbyrå
http://www.vagbladet.no - satire, politikk, kultur, sport, nettavis
-----------------------------------------------------------------------------------------------------
SrNupsen
 
Posts: 2229
Joined: Tue Jan 09, 2007 6:46 pm
Location: Nesodden, outside Oslo, Norway

Postby Jackanape » Fri Jun 03, 2005 1:07 pm

Definitely stands out now...I also forgot to mention how much I like the "View Your Posts" link. For the aging among us with failing memories...well, let's just say I appreciate being able to look at my earlier questions...LOL
A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly.
Specialization is for insects.
-Robert A. Heinlein
User avatar
Jackanape
 
Posts: 632
Joined: Tue Jan 09, 2007 12:15 am
Location: Capitol of the Great State of New York

Postby bozoka45 » Fri Jun 03, 2005 3:57 pm

kriko wrote:
SrNupsen wrote:Not stupid... kriko, a more outstanding search button/link?

SrNupn

Something like the way it is now?


I think that will do the job.
User avatar
bozoka45
 
Posts: 1159
Joined: Sun Mar 23, 2003 8:38 pm
Location: New Orleans

Postby Parahead » Sat Jun 04, 2005 7:41 am

Yeah, the Search! button stands out better now! :-)

While we are on the subject, I kind of miss the "Page 1 of 5" and the Goto page links at the top of the page, currently that is only presented at the bottom right of each thread?
Yes, I am still around...
www.parahead.com/coranto/
User avatar
Parahead
 
Posts: 4837
Joined: Fri Jan 12, 2007 8:54 pm
Location: Stockholm - Sweden

Postby kriko » Sat Jun 04, 2005 7:52 am

Parahead wrote:Yeah, the Search! button stands out better now! :-)

While we are on the subject, I kind of miss the "Page 1 of 5" and the Goto page links at the top of the page, currently that is only presented at the bottom right of each thread?

Yeah, I miss that too. I'll get to that ASAP, but now I am off to the countryside.
Kristjan aka. kriko
now a wireless expert
User avatar
kriko
 
Posts: 3328
Joined: Sat Feb 24, 2007 8:13 pm


Return to Coranto.org Site Development

Who is online

Users browsing this forum: No registered users and 2 guests

cron