Support Tickets or Forum Posts?

We are seeing an increasing number of support tickets coming in every day to the extent that its taking a significant portion of our time keeping on top of them. Whilst we make every effort to respond in a reasonable amount of time (please remember that there are just five of us on this end) we do feel that a high proportion of the tickets would be better placed as forum topics, where other Jamroom users could contribute to the thread with help and suggestions, and the eventual resolution is available to others who might have the same questions in the future.

The general rules about whether to post a forum topic or a ticket are suggested above the ticket creation form -

Priority Ticket Support Is Available For The Following:

• Assistance with and Questions about Jamroom Hosting
• What you believe is a Jamroom problem or bug
• Errors or issues from unaltered Jamroom Modules and Skins
• Billing and other issues that are private in nature

Please search the Jamroom Documentation First

If Your Question Relates To The Following:

• How to or Issues with customizing your Jamroom site
• 3rd party modules or skins (non Jamroom Network)
• Non Jamroom related software or server configuration

Please post your question to the User Support Forum

Also note the line about searching the Jamroom Documentation first. Many of our ticket responses these days are just a one line link to a documentation page!!

If users can help us by doing this, we'll have more time every day to make Jamroom even more awesome than what it is all ready

Thanks


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Paul Asher - JR Developer and System Import Specialist
updated by @paul: 06/22/18 10:23:02AM

Maybe add some sort of post to forum option in support tickets that would allow you to auto post the ticket as a forum post and message the ticket owner a link to forum post.

Then close or delete the support ticket, depending on what your preference is.

Just a thought, might really help you guys workflow in this area. Not sure how difficult it would be to implement mind.

Thanks Gary. Not a bad idea. I'll check it out.


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Paul Asher - JR Developer and System Import Specialist

That's a great idea Gary. Sort of like the "Transfer forum/group topic" tools. That way, rather than going through the process of asking someone to start a forum thread instead, you can just click a button and 'make it so'.

I figure if it could be an issue that others might be having as well, or that others could recognize and help me with, I'll post in the support forum.

It also helps a lot when searching for past instances with possible answers... if people would make their forum thread title a little bit DESCRIPTIVE... For example, instead of "Music problem", put "Soundcloud clips stopped playing". Instead of "Template help", try "template Compare button grayed out".


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...just another satisfied Jamroom customer.
Migrated from Ning to Jamroom June 2015

This could be a problem, as we really need the user's permission before turning their private support ticket into a public post. We really end up just have to decide this on a case by case basis, so not sure if it would really save any time.


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

If you add a disclaimer saying that if a ticket isn't covered in priority support it will be moved to the forum, you won't need individual permission to do it.

Thinking about it you could just add a few words on this

If Your Question Relates To The Following:

• How to or Issues with customizing your Jamroom site
• 3rd party modules or skins (non Jamroom Network)
• Non Jamroom related software or server configuration

Please post your question to the User Support Forum, we reserve the right to move your ticket to the forum automatically if it falls into this area.

Or something like that.
updated by @garymoncrieff: 03/24/18 02:27:52AM

The problem with being "technically correct" is that it can make for unhappy customer interactions. We always try to do what we think is best for our users, and it that means we have to deal with asking a user to post to the forum, or we follow up in the ticket in a non-automated way, that is a price we are willing to pay to make sure we have happy users.

We definitely appreciate the feedback


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net