Support Tips

Learn how to get fast and great support

Jan
27
Support Tips

The introduction of our new support system has proven to be a great asset in helping people seeking answers to their questions. Today we want to share some thoughts on how it could be even better.

In case you have a question there are two possibilities: If you have a membership or account issue, please send us an email. In any other case - be it a technical issue, a bug report or a general question - the support section on our website is the way to go! With regards to the use of that support tool we came up with a short guideline for you.

1. It's all about questions and answers

One question - some answers - one accepted answer. That is our idea of the perfect support dialogue. We replaced the old forum because important information tends to get lost in lengthy discussion threads. Help us create the perfect knowledge collection!

2. Edit a lot

Do not be afraid to edit your questions and answers if you have something to add or something to be corrected. In that way information stays in one place instead of being split amongst several answers.

If you have something to add to your question - it still belongs to the question and should not be posted as an answer. We often search for questions without any answers and if you post further information as answers to your own question it may slip through the cracks.

If someone edits a question or an answer all people involved will be notified by mail. No need to add a new answer.

3. Vote a lot

Vote a lot

If you agree with someone's post, vote it up instead of writing "me too" or "+1". These kind of comments are no real answers. If you stick to voting instead of commenting, the conversation will be more relevant on the website. We prioritize and help questions with many votes faster! If you post answers like “+1” instead of voting it has the opposite effect: We may think that there are already a lot of useful answers to the question.

Also don't forget to vote useful answers up!

4. Hide information if you need to

Hide information if you need to

Very often it's easier for us to fix a problem if we've got it right in front of our eyes. In case you don't want your current development URL to be visible to the public or there is credential login data involved, simply use the "hidden information" field right below your question. All information in there will be visible to our support team only.

5. Accept an answer

Accept an answer

Your problem has been solved? Perfect! Now just accept the right answer so others with the same problem can benefit. Not to forget, accepting an answer is your way of giving credit to the person that helped you. It will motivate him to help you next time again.

6. One question per question

As simple as it sounds: If you have more than one problem, ask multiple questions, instead of putting a whole bunch of questions into one question. If your question only focuses on one issue at the time it is more likely that your question will be voted up by someone with the same issue. This will get you help faster!

7. Use tags

Use tags

Please add tags to all your questions. By doing that you provide important information that helps us to understand your issue and allows us to respond as quickly as possible. Note that "General Question" is the one tag you should only use if it is not a technical question about Zoo, Widgetkit or the themes at all.

Please check our support system's help guide for more details. We also provide an extensive documentation that already describes and solves most common issues.

Following these steps will help us and others to help you.

By Florian |

Comments (18)

  • ivo.haarmann

    ivo.haarmann

    | Profile |
    one question regarding the questions :-)
    Is there a way to sort / filter by "questions I submitted or I have been involved in" - like it was possible in the old forum?
    If not - is it planned to be implemented...
    I miss this feature somehow :-)

    Thanks and have a great weekend.
    Ivo
    • zach

      zach

      | Profile |
      Hi,
      If you look on your support profile page, you can choose the options at the bottom, "Questions" or "Answers"
  • ivo.haarmann

    ivo.haarmann

    | Profile |
    okay - excellent there they are...
    thanks zach!
  • oates

    oates

    | Profile |
    It's beautiful - I love it but guys the support is so slow and sometimes non existent, check my profile and open questions, others feel the same. It's the only thing that needs to be fixed at yootheme.
  • maverpix

    maverpix

    | Profile |
    I think it works well and will get better if people follow the tips posted here. As for open questions,a lot of them have already been addressed elsewhere,people don't search for the answer enough. I also get the feeling some people don't even try to solve issues by trial and error,it's always the best way to learn but all to often it seems people hit a snag and ask without making the effort. The system as a whole would work much better if only genuine questions were there to be answered.
    • james.valenti

      james.valenti

      | Profile |
      I agree, the problem is people are not searching enough. I see a lot of duplicate questions and sometimes they go unanswered for a reason.
      • hola

        hola

        | Profile |
        wow- "they go unanswered for a reason"

        Yes some people appear not to search, some people like me spend a HUGE amount of time searching and still do not find an answer written online. It really is up to "Support" to 'support' - not just ignore calls for assistance. If the answer exists please point to it- sometimes it is not obvious. This kind of thinking, if taken just a little bit further, ends up at, "Go get a programmer's degree and work it out yourself." That ain't support. And this isn't school. It is support.
        • james.valenti

          james.valenti

          | Profile |
          I understand what you mean bu don't take my "They go unanswered for a reason" out of context. What I mean by that, is those who ask a question that has been asked multiple times before and been answered already...their questions usually go unanswered. Look, I'm not support and don't act like it in any way. I see a lot of questions out there and try my best to help out when I don't see anyone else logged in from support. However, some people can be very rude with their replies though when we're only trying to help and it kinda makes me just wash my hands with it and let them wait for support at times. I try my best with everything else I have going on in my own life, and I log on each and every day to see what I can help with and I will continue to do so. Hopefully some people will see the good in that.

          -Jim
  • ben.carter.84

    ben.carter.84

    | Profile |
    You guys are epic.
  • tops

    tops

    | Profile |
    Great Tips!
    I will try them next time.
  • l.a

    l.a

    | Profile |
    no preview of February's theme? =\
    • james.valenti

      james.valenti

      | Profile |
      Hopefully they will reveal it tomorrow :)
  • andrew.mcdonald

    andrew.mcdonald

    | Profile |
    When are you going to package this up and sell it as a tool!?
  • robinet.odile

    robinet.odile

    | Profile |
    Hello,
    I am French, and speaks very little English,
    I can not find the French language in the new presentation of YOOtheme,
    and it's really hard to find the right info, Can someone help me?
    thank you
  • werbewerft

    werbewerft

    | Profile |
    Widgetkit is a powerfull tool. I loved it. But I was gonna be mad by using Accordion with «use Joomla» articles. The widget don't ignore the trashed articles! That seems to be a bug?
    • artur

      artur

      | Profile |
      Thanks, we'll investigate this issue!
    • artur

      artur

      | Profile |
      This bug should be fixed since version 1.0.3.
  • lynn.fredricks

    lynn.fredricks

    | Profile |
    Ive submitted one important question of my own so far, and got one answer, very quickly. But when asking for clarification, no reply for days. I sent an email to support - no reply. I will send another email, since the answer is critical to my business, not only getting the answer, but getting the answer within a day or two of asking it.

    Now looking at other questions, I see a similar behavior - you are very quick to initially reply, but not necessarily follow up or follow through.

    There is a difference between providing support and an open, community based Q&A system - they can go hand in hand, but one is about service and the other is about convenient technology.

    For example, the guys at StackIdeas have a Q&A system, but they follow up, every business day, with unanswered questions, until they are answered and closed.

    Id really like to see your service match your technology.

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