For the last couple of years, we have been able to leverage the power of our community driven support forums as our primary way of helping our DestkopServer community with support. And the forums worked great for many of us for a long time. However, we have grown exponentially over the last 12 months, and along with that, so have support requests. While this is par for the course with software development, and while we’re happy to have so many people to support, it has become difficult to properly manage all of the support requests using the forums AND Help Scout.
Help Scout for the win!
Starting today, we are moving all support to Help Scout. Help Scout is a ticketing system that handles all support requests via email. Instead of logging into your ServerPress.com account, navigating over to the forums, searching for a topic or posting a new issue, and hoping that someone from the Comunity will respond soon, you simply submit a form on our Contact Page and continue all followup conversation via email. You will be assigned a ticket number and the ticket will be assigned to your account. This makes it easier for us to see your history as well as track the progress of a given issue.
We will be able to dramatically improve our support response times and will be far less likely to ever lose track of someone’s ticket. Help Scout is far better suited for a multi-person team and we are working, right now, to set up an internal process for routing your tickets to the right team member.
Also, Help Scout does an amazing job of collecting data to help our team improve our own internal processes and speed up support requests. With little effort on our part, we can quickly see how many tickets are open, how many tickets are closed, what the average response time was for each type of ticket, each staff member, etc. We cannot gather that kind of data from the forums. As we grow in 2016, we want to be able to look back and see how much we’ve improved in the area of support. We can’t wait to share that data with you in our December 2016 End of Year Report!
Adios, support forums.
By the end of the week, we will close all currently open forum topics and the forums will be removed from the site completely. We know there is a wealth of information in the forums going back a few years, but in order for us to wrangle support and get our documentation fully fleshed out, we need to scale back on the amount of outdated information available to end users. We believe this is going to greatly improve our ability to server our customers, and produce at a much faster rate, relevant and comprehensive documentation for our software.
Thanks in advance for your support!
The transition from having forums available to a Help Scout will have a few bumps along the way but we hope that, in the end, it is worth it for all of us. We appreciate your patience and support as we move through this process.