Out of the first 12 Topics, there are 1,090 views but only 15 replies!

What type of support do you call this?

It is really hard to think about spending more money on other products when support is so scarce. please think about this for your customers sake.

Hi,
Sorry you feel this way but the Support staff does not monitor this forum. (Check the top of each topic to see the policy.) You will see, on occasion, the moderators answer questions. This usually happens when they have a few minutes away from writing code.

Support does answer tickets. I've put in a number of them over the last 2+ years and have been given answers to every ticket submitted. Granted sometimes the answer is beyond my skill level, but it did give me something to go look up and learn about.

If you have a question post it in the forum first and wait a day or so. If you don't get any responses then submit a ticket. And when you get an answer, post it in the forum so you can help others out.

K

How can I raise a ticket for something that is a question of functionality not a software problem? Are tickets used to just generally shoot the breeze, chat and ask casual questions..

If so, great! We can use it like a chat room!

When I first started with RSFP I submitted a few tickets to get clarification on functionality. If it was something that I had read about in the documentation (always my first stop) and didn't understand, I'd ask for an example. The support people were always kind to the "newbie" and often gave me samples of coding to illustrate the answer to the question I was asking. All of those answers have made my job much easier.

Hopefully your interaction with Support will prove as useful to you as mine has been.

K

The forum is provided freely primarily to exchange information between users, customers or not. Forum responses are not guaranteed and we do our best to ensure that people posting a question in the forum understand that.
You can't expect us to provide efficient support on a public forum, where sensitive information can be seen by anyone (development sites, users & passwords, order information etc). If you want to see how this works out, check out a popular commercial vendor's website (not going to mention them here) where you can see people asking for support on a public forum, the admins asking for login information to be sent to their email address, the customer asking if he got the login information, the admin replying that he didn't receive the email (and asking to send it again) and so on. This back and forth is certainly not in anyone's benefit.
Easy. If it's a question we can gladly answer it. No point in being shy as long as you are a customer.

I raised a ticket. And used some bogus web address since it has NO BEARING on my question. If your ticket system is also used for asking questions then you should not make that mandatory. Because a questions might only sometimes be about a problem. IN my case my question is about a feature, so there is no URL experiencing or displaying the problem.

Hope you make some changes there. As this is why I came to the forum in the first place. Having seen that the ticket system is 100% setup to deal with existing installations and related problems. Which is NOT what I have.

I know you are criticizing another software and their forums, but I have always disliked using tickets, as it means that the forums of company's like this one are inactive empty ghost towns. And forcing all REAL talk of the products via tickets always seemed like hiding the reality from potential new customers.

If the forum is not really a customer contact point then there is no need for them, it's a waste of resources.

Just my 2 cents as a paying customer.

I assure you that if we didn't have a public forum people would complain. We're not hiding anything, we're providing the most efficient support. If we were to hide something, do you think we'd leave this forum open to anyone?Please read the Support Policy which you agreed to, especially this part:PS: The fields are mandatory to separate between single domain users (who receive support for a single domain) and multiple domain users (who receive support for all domains), so please supply the correct information next time.