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IP.Nexus 1.1 Dev Update: Guest Support Requests

IP.Nexus 1.0 has the ability for users to send in support requests via Email. Nexus handles these internally as "Guest" support requests and the users can reply by responding to the Email notifications Nexus sends when a staff member replies.

In IP.Nexus 1.1, we've added a web-based interface for guests to create support requests too. This makes it easier for users to submit pre-sales questions without having to create an account, and is particularly useful if you are unable or unwilling to use incoming Emails.

Guests can now access the new support request screen like regular members, where they'll be prompted for, in addition to normal support request information, their Email address. They'll also need to fill in a Captcha verification if you have that setting enabled.


IP.Nexus will then send them a confirmation Email which will contain a link where they can retrieve their support request to reply later. This then displays as a normal support request:



They can also of course reply to this notification if you have that incoming Emails enabled.


If a user has created support requests as a guest then registers, support requests with their Email address will become associated with their account.

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Thank you.

We find non-members prefer this method to get in touch, also find members using it when they have forgotten their login, which is useful as it keeps a trail.


Would be nice if there was a way to later link the support request to a member account. I don't ask for much do I ;)

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[quote name='.Ian' timestamp='1292420736']
Thank you.We find non-members prefer this method to get in touch, also find members using it when they have forgotten their login, which is useful as it keeps a trail.Would be nice if there was a way to later link the support request to a member account. I don't ask for much do I ;)



If a user has created support requests as a guest then registers, support requests with their Email address will become associated with their account.

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I was wondering if you guys were going to do this :)

You've expanded from a support system just for nexus customers, to a support system for all forum users/guests (I like to point the obvious out)... thats a great move, but I think it needs to be more accessible...

At the moment, its hidden away in the nexus client area... Can an SEO 'forums/support' link be added.... that way, we can all optionally add a 'Support' / 'Contact Us' link on our boards.

I run a contact us addon at the moment... its offers a feature that's extremely useful to me and I'm sure others...

Upon selecting a chosen subject, for example, 'Sponsorship' - It will then add some additional fields that have to be completed, as setup by the admin using custom fields from drop down, input etc.

If the above was done, I think you've effectively just created yet another important addon to IPB that I feel has been lacking, which is, a comprehensive 'contact us/support' system open to anyone who visit your board... the biggest bonus is the email reply support!

I know for sure since installing a contact us system on my forums, its generated work yes, but its generated members I would have lost if they didn't have an easy way to contact me.

Could my suggestions be considered in some way?

Regards

Jim

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[quote name='Jim' timestamp='1292430736']
I was wondering if you guys were going to do this :)You've expanded from a support system just for nexus customers, to a support system for all forum users/guests (I like to point the obvious out)... thats a great move, but I think it needs to be more accessible...At the moment, its hidden away in the nexus client area... Can an SEO 'forums/support' link be added.... that way, we can all optionally add a 'Support' / 'Contact Us' link on our boards.

Its quite easy to add these manually

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