Invision Community 4: SEO, prepare for v5 and dormant account notifications Matt November 11, 2024Nov 11
Posted December 7, 200618 yr IPS main site seems to want almost no discussion in regard to IPS software on their own forums. At least in reference to the actions taken by their staff in numerous threads. They're always closing threads and conversations. For example, you can't even discuss looking for a design of a skin in the web design forum section. It is being considered a support question and referred to IPS Beyond.If I weren't already a lifetime customer, I would be put off by all this and to be honest both the phpbb AND the vbulletin community are extremely more helpful and friendly and patient with it's customers, at least in comparison. Most people I would think would be assuming that discussion on the actual forum belong to the software you're about to purchase is acceptable. Especially those looking to become a new customer and searching for a good skin for their potential new forum, or for taking their existing skin and converting it. They cannot access this forum, until they've already spent their money.Other examples the IPS Staff group are closing, that seem overboard in my opinion:Using IPB Feedback forum to report Safari issues viewing the board.http://forums.invisionpower.com/index.php?showtopic=230371Action taken: CLOSED -> told to use bug tracker in client area to report it.Meanwhile, this topic exists which seems to request this type of information from members.http://forums.invisionpower.com/index.php?showtopic=230253So pardon me for venting, but I'm just disappointed with the whole back and forth between IPS and IPSBeyond.
December 7, 200618 yr Management We simply ask people to post things in the appropriate areas as any other site would :)Bugs to bug trackerMember to member support on IPS BeyondFeedback in feedback forumsThe second topic you point out is about the site - not product bugs.
December 7, 200618 yr Management To side with the original poster, we know there is a bit too much locking going on. We have a plan to help integration between corporate forums and IPS Beyond. No real details yet, I'll have them post a blog entry about it when it's closer :)
December 7, 200618 yr Most people I would think would be assuming that discussion on the actual forum belong to the software you're about to purchase is acceptable.Many of the people who post support questions in the wrong places are just idiots who can't read the text in the big red box properly, but I agree with what you are saying. The setup itself - placing the customer support forums and feedback/suggestions on an entirely different domain - is quite ridiculous, I have decided.
December 7, 200618 yr Locking the thread of someone who was looking for someone to upgrade a skin was a bit far. By those rules, topics for people looking for graphic design / web designers should be locked. Although in fairness to the locker, I think he went reading through loads of topics to lock, and just skimmed them so a genuine one got through.
December 7, 200618 yr score one for the C-man, dang! nice reply!And this helped the thread how? >_< Yeah, I agree closer integration would be good. It's just become a little less coherent which is why people are getting annoyed in the first place about lost threads and basically being sent off-site.It is a little "unique" that member to member support is on an entirely different domain ;) (And yes, I realise many software creators don't have forums or restrict them greatly, but not usually forum software).The other thing I don't understand is with the Safari thread in question. It seems like two members of staff were willing to help out in that thread, and then another just closed it. There needs to be a a clearer line between what gets locked and what doesn't, as it seems like there's a difference of opinion between those staff members.It's possibly because bfarber has "Senior Support" in his sig, but since the sigs vary greatly between those staff members as well (bfarber's is the only one suggesting a specific role on the forums), and the member group itself is actualy the same across the board, it doesn't really mean much to the casual reader.
December 7, 200618 yr The "senior support" doesn't refer to the company forums - I provide support for the 'Advanced' tickets that are submitted to our client area (those tickets that are not general inquires, "how do I do xyz", or known issues, etc.).As for my closing of the thread, I didn't exactly want to go behind the other two staff members. It's just that I, personally, handle about 50% of the bug reports (with Matt handling the other 50%) and it's too difficult to try to track bug reports across the forums and the bug tracker. ALL bugs should be reported to the bug tracker, while all support requests should be directed to the client area. Feedback topics or feature suggestions I read, respond, leave alone.
December 7, 200618 yr We simply ask people to post things in the appropriate areas as any other site would :) Bugs to bug trackerMember to member support on IPS BeyondFeedback in feedback forumsThe second topic you point out is about the site - not product bugs.Just one part of there is incorrect, IPSBeyond is actually Customer to Customer support :D
December 7, 200618 yr And this helped the thread how? >_<It didn't, sue me.anywho, i was merely implying that I was in agreement with Charles on that one. take a breather...
December 7, 200618 yr I agree with the original poster, it also puts me off to see so many threads closed and the disconnect between these forums and getting any type of support. The standard answer of "File a but report" *LOCK* or "File a trouble ticket" *LOCK* is pretty cold. When you do file a bug report, there's not even any way of getting automatic updates when someone responds to the bug report or its status changes. You have to manually check any reports you're interested in, which is not very friendly at all. Anyone who wants any type of support for the software they paid good money for is naturally going to seek out the website owned and operated by that company. That Invision pushes off community-related support to a completely separate site is unnecessarily complex. Making people jump through extra hoops when they have a legitimate issue will not endear people to your software or company. ..Al
December 7, 200618 yr Management Yes we know :)Like I said we have a plan in place to address these type of issues. Now that IP.Board 2.2 is out we'll start work on that. Hope to have it up by the end of the year actually.
December 7, 200618 yr Yes we know :) Like I said we have a plan in place to address these type of issues. Now that IP.Board 2.2 is out we'll start work on that. Hope to have it up by the end of the year actually.I look forward to seeing what you guys come up with. ..Al
December 7, 200618 yr Management We will be using our new blog to keep you up to date. That is one point of the company blog - to keep everyone in the loop between the big formal announcements.
December 7, 200618 yr What bugs me (har har) is that numerous bugs that were reported in the bug tracker as fixed... were not!
December 7, 200618 yr We will be using our new blog to keep you up to date. That is one point of the company blog - to keep everyone in the loop between the big formal announcements. The company blog is a good idea in principle. What concerns me though is that only certian information will be there. For example, Matt posted an update on IP.D on his blog recently - it'd have been nice to have this update on the company blog, and likewise for Wizzy's and Brandon's relevant blog entries. Basicly, the blog is a great idea but would be much better if the information was all centralised in one place. :)
December 8, 200618 yr Management The company blog is a good idea in principle. What concerns me though is that only certian information will be there. For example, Matt posted an update on IP.D on his blog recently - it'd have been nice to have this update on the company blog, and likewise for Wizzy's and Brandon's relevant blog entries. Basicly, the blog is a great idea but would be much better if the information was all centralised in one place. :)That is actually the exact point of the new blog. :D Updates will now be posted in the corporate blogs, not scattered amongst individual blogs.
December 8, 200618 yr Management The corporate blog just started yesterday evening... new stuff will go there :)
December 8, 200618 yr That is actually the exact point of the new blog. :D Updates will now be posted in the corporate blogs, not scattered amongst individual blogs.score one for the L-Man as well :whistle:
December 9, 200618 yr Management Invision gripes - where to start.... Lindy, do you read your emails?It depends where you send it, to be honest. If you're aiming to send me an e-mail, my lindyt address is the safest place as you'll get a confirmation number and it will route as a ticket through our client system. I receive an enormous amount of spam at my personal account, so there's a good chance if you sent something there, it was lost. My apologies.
December 9, 200618 yr It depends where you send it, to be honest. If you're aiming to send me an e-mail, my lindyt address is the safest place as you'll get a confirmation number and it will route as a ticket through our client system. I receive an enormous amount of spam at my personal account, so there's a good chance if you sent something there, it was lost. My apologies.Lindy,When you refer to your 'personal account' does this also include the PM system and would a PM be expected to reach you - or not?
December 9, 200618 yr And also i dont quite understend why does invision make us have to pay for the SUPPORT subscription, just to read and download information from the IPSbeyound, isnt it supposed to be a Costumer to Costumer support forum? Do we have to pay the support to interact with other ipb users ? I agree about it being only accessible to users who own ipb licenses... but need to have the support subscription active? thats just redicolous!!!
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