Support Area For PRO Customers

Earlier today the brand new support area officially went live!

This was a large undertaking that began last year with the following goals in mind:

1. Allow users to search documentation for answers to their questions.
2. Allow users to get answers to questions without waiting for contact form responses.
3. Reduce the number of duplicate questions.
4. Allow users to share sensitive information to support staff without sharing it to the world.
5. Create an official one-stop location for future support and documentation.

There are many solutions out there for installing a support forum and getting up and running quickly. Ultimately I opted to follow the tradition of building all systems in house to keep thing light, stable, secure, and maintain full control. This 100% proprietary system is setup to allow for pushing out updates quickly and a range of future upcoming features.

Here are few (version 1) features I think you will like:

1. Searches are filtered by plugin so you only get the results you are looking for.
2. Every request, as well as response, includes a text-area for entering private information (only shared with the author and support administrators).
3. Each request is tracked with a shown status so you know immediately if a request has been resolved.
4. Anytime a response is added to your request, a simple email is sent to you with the update.
5. Your “My Account” section now includes a list of all requests you have submitted and the status of each.

Luckily I have kept a good record of recent support requests, which allowed me to populate some initial threads from frequently asked questions. I look forward to supporting users through this new process.

Please enjoy this new support area!