Zapusto

Or (and in my opinion even better) make it default to search everywhere. If you get too many results, you can then narrow the search in the next step.

To IPB Staff (IPB staff only please)
I know this is likely counterintuitive to those who runs forums for profit. But it is somewhat important from a privacy point of view.
Is there an option to disable the tracking of statistical data (reactions, searches, etc) like you can do with emails?
For the better part of 20 years that we've run on IPB, one thing we've prided ourselves on is absolutely no tracking. No Google, invited members only, no social media tracking/usage,  etc. While again, I understand the reasoning some/most forum admins will find it advantageous, I'd prefer to fall on the side of respect for people's privacy.
Thus, is it possible to completely disable tracking -- and display in the admin, of statistics for the new searches feature (in particular)? I'd also like to see an option to disable other tracking, like Tag Usage, Keywords, and Reactions.
Thanks.

That's putting words in my mouth and cherrypicking at its finest Matt, and is beneath you to do so.
I am your customer. I pay for your product. I have a business relationship with you, no one else. If you want to extrapolate non-identifying information and use it as part of your knowledgebase, then fine.
I have an expectation of support from IPB, and ONLY IPB, to support the product I am paying for, and to do so properly. No one else.
I think an expectation of proper ticket support is hardly outrageous.

I've admittedly been harsh throughout this thread for my own reasons. And my opinion on this likely will not change.
However, I agree that the response time displayed within that thread is actually faster than I have seen at times via tickets.
So, if I could offer one suggestion on that for consideration. If you create a support thread and subscribe to it, also provide the option to limit from whom you get notification emails -- such as limiting the updates to IPB Staff, or everyone. Even more helpful would be the option to include the actual official response, or a summary of the response in the email received. This helps ensure you only see the responses that you want, and let's you keep focused on work without having to come back to the forum unless your input is required to further the ticket.
Personally, I'd also welcome TXT message updates from IPB staff notifications with simple "Additional info needed, Please visit ticket or check email" or similar. In this way, you're not having to wait around and can get on with your day.

Oh, I am not discounting the knowledge of the community. I'm all for a peer-to-peer community. But I expect my products and services to be supported by the company I have the relationship with -- and only the company. All the open forum stuff does is add an extra layer, a hurdle, to doing it via my admin and having it dealt with directly and efficiently. I have no interest in searching or hanging out in a community. I have enough to do during the day (though you'd never know it from the number of replies I've made in this thread). But that's the gist of it. And with Cloud Hosted, I apparently get proper support. I'm good.

Matt, let me clarify as I can see how this was, and could be, misinterpreted.
I agree that a peer-to-peer forum would, could, and will be helpful. I disagree that paid license product support should include peer-to-peer assistance. Note, tone does not often convey in text. But understand I am not the least bit angry. Disappointed, but not angry. And I hope the following is received in the manner I intended. My own personal thoughts.
In your example with the barista, my responsibility to a barista (or any company) is to be cordial and pay for my order, product, goods or service. Their responsibility is to be cordial and deliver it as ordered. And if my order is not correct, they support it by correcting it. They don't expect me to to turn to another customer on a laptop and ask for assistance as that would be unreasonable. Certainly, the price I pay for their coffee doesn't come with the expectation of creating/contributing to a customer handbook.
I understand entirely what you are trying to do, but I feel it is personally really misguided. To illustrate, already it has been pointed out that this new plan effectively segregates, and places a support value, between one type of customer and another (self-hosted versus cloud -- which admittedly I appreciate and benefit from).
Further, customers incur higher fees that not only eliminates proper, direct IPB ticket support, but now comes with the added expectation of crowdsourcing a live knowledgebase just to get any level of support.
Respectfully, if we're being honest, I think this entire concept is quite arrogant.
Truth be told, I think a much better use of hiring all of those new tech support staff would be to provide better, more efficient ticket service for all paying customers, regardless of how trivial the request may be. And then IPB themselves should extrapolate and collate non-identifying information to create an official Self-Help Guide. And then this would be used as a live search in people's admin areas when they click support and type their request out. And still have the ability to file a ticket if still needed.
But my assumption, and fear, is that these "triage" personnel will be more like junior entry level techs who will do little more than add one extra step in the process before finally getting actual support.
So, to summarize the above misunderstanding, it it simply that I expect support from ONLY the company with whom I have I have a business relationship. Nothing more, nothing less.

I've admittedly been harsh throughout this thread for my own reasons. And my opinion on this likely will not change.
However, I agree that the response time displayed within that thread is actually faster than I have seen at times via tickets.
So, if I could offer one suggestion on that for consideration. If you create a support thread and subscribe to it, also provide the option to limit from whom you get notification emails -- such as limiting the updates to IPB Staff, or everyone. Even more helpful would be the option to include the actual official response, or a summary of the response in the email received. This helps ensure you only see the responses that you want, and let's you keep focused on work without having to come back to the forum unless your input is required to further the ticket.
Personally, I'd also welcome TXT message updates from IPB staff notifications with simple "Additional info needed, Please visit ticket or check email" or similar. In this way, you're not having to wait around and can get on with your day.

I've admittedly been harsh throughout this thread for my own reasons. And my opinion on this likely will not change.
However, I agree that the response time displayed within that thread is actually faster than I have seen at times via tickets.
So, if I could offer one suggestion on that for consideration. If you create a support thread and subscribe to it, also provide the option to limit from whom you get notification emails -- such as limiting the updates to IPB Staff, or everyone. Even more helpful would be the option to include the actual official response, or a summary of the response in the email received. This helps ensure you only see the responses that you want, and let's you keep focused on work without having to come back to the forum unless your input is required to further the ticket.
Personally, I'd also welcome TXT message updates from IPB staff notifications with simple "Additional info needed, Please visit ticket or check email" or similar. In this way, you're not having to wait around and can get on with your day.

Well that's a good example @Sonya*! 
Kudos to @Marc Stridgen on that 10 minute response time! 🙂
Also saw @Mark H opened a ticket to track it within 30 minutes and stayed on top of the ticket all within an hour, nicely done!
I think if the future support works in that responsive and cohesive manner between IPS Staff and clients, it can work out well, however there will probably be a lot of duplication (which may be unavoidable anyway and likely the situation today with tickets). 

Understood. If someone wants to do that and has time, great.
I have no interest in posting a ticket and hanging around for a response or engaging in a discussion. I have far more important things to do with my day.
Jordan, understand I would only be a "member" here by requirement, not by choice, in order to receive "support". I am not interested in spending time here, engaging in discussions, begging for support in a forum, etc. -- this thread aside.
The extent of my relationship with IPB would ideally be through the software's admin area for support and the client area for billing. I have no interest in being here otherwise. With Cloud Hosted, this is possible. So I'll keep Cloud Hosted until such time that it changes, hopefully it will not.
 

Oh, I am not discounting the knowledge of the community. I'm all for a peer-to-peer community. But I expect my products and services to be supported by the company I have the relationship with -- and only the company. All the open forum stuff does is add an extra layer, a hurdle, to doing it via my admin and having it dealt with directly and efficiently. I have no interest in searching or hanging out in a community. I have enough to do during the day (though you'd never know it from the number of replies I've made in this thread). But that's the gist of it. And with Cloud Hosted, I apparently get proper support. I'm good.

I've already canceled the self-hosted license because of the open forum support policy. The ONLY reason I have not canceled my Cloud license is proper ticket support is continuing.
For me it's basic principle. I pay for a product. I expect proper, private support for that product from the company with whom I have a business relationship. No one else. It is not my responsibility to create a living knowledge base, nor contribute to it. I have no interest in being part of a "community". I am a customer. That's it. That's the end of the relationship I want, and need, with IPB.
It's crazy that I've posted more times in this thread than I have in 17 years.
Suffice it to say, should ticket support end with Cloud, so will my license for it.

@Matt@Jordan Miller
Can you walk us through a support scenario where a customer without priority support has a downed site as a result of an IPS upgrade or some other unexpected IPS behavior with corresponding error message (i.e. it isn't immediately correlated to a server resource issue or configuration change)?
Old process (PRIORITY SUPPORT):
Customer opens ticket with IPS and mark as highest priority (site down) Within 24 hours, IPS evaluates via ticket information and updates ticket with resolution as to what they fixed or what was identified outside the scope of their support that needs to be fixed Customer verifies issue is resolved and if not, returns to #2 and may wait up to 24 hours (usually less) for an additional followup review?  If verified, customer addresses/closes the ticket. As I had priority support before, I had generally heard in a few hours from IPS when it came to critical issues and even high issues.  In general support, are you saying this could be up to 3 days of waiting while your site was down?
New process (NO PRIORITY SUPPORT):
Customer posts in a community forum indicating their site if offline, posts corresponding error messages and related server information, and de-identifies anything specific to their business/site if they wise to remain private OR simply requests a ticket be opened to review the issue privately? Within 3 days, IPS evaluates the issue via the topic information or private ticket and updates ticket with resolution as to what they fixed or what was identified outside the scope of their support that needs to be fixed Customer verifies issue is resolved and if not, returns to #2 and may wait up to 3 days for an additional followup review?  If verified, customer addresses/closes the ticket.  
I think the crucial aspect of support is availability and SLAs around resolving major issues that either result in the site being down or have a significant impact on its functionality.  I'm not sure what IPS' position is on this that drives the increase from $200 (I believe it was $100 per 6 months) to $1250, but it feels like the sites that are hobby oriented and have small/no revenue are priced out of the priority support and may have to sit waiting for days on end for their site to get back into an acceptable operational mode.  This shouldn't happen often, but I feel there should be an exception for these critical outage type support issues that mandates a faster response time even for smaller sites.  Or as I noted in previous reply, maybe some kind of scaling in pricing that make priority support more affordable.  IMHO, "Enterprise" (corporate) level pricing shouldn't be the same as "Small business" or "Hobby" level pricing.  However, across the board we have one single pricing model (particularly impactful at the elevated support pricing).  This just doesn't fit your customer base well:  Easy for mid/high revenue customers (corporate, bigger businesses, high traffic sites, etc) to afford, difficult for low revenue customers to afford, and impossible for no revenue customers to afford.  There simply has to be a better pricing calibration model to apply here that quite honestly gets you MORE from your Enterprise level customers and less as it tiers down to the no revenue customers.
ADDENDUM:  IMHO the goal of IPS should be enabling and expanding their customer base (all of it).  This seems like an obvious, but the current pricing increase deviates from that objective.  The more of IPS that is out there, the more visibility it achieves, the more interest it gains, the more developer incentive and recruitment there is, the more enhancements and growth are experienced.  Everyone wins in that case, and the path there is finding a comfortable pricing model that offers affordability based on the type of site and its inherent revenue, as well as rewarding IPS for the product suite they are creating.  There is a balance, but I don't think this is it as it's now impacted a subset of your customer base that you really should care if you lose.  And honestly, where it was at before wasn't it either because IPS was getting the short end of the stick not having raised prices in 10 years.

My thoughts turned into a blogpost instead 🙂
https://jimiwikman.se/articles/professional/the-importance-of-communication-when-trust-dies-horribly-and-organizations-fail-r229/
 

Matt, let me clarify as I can see how this was, and could be, misinterpreted.
I agree that a peer-to-peer forum would, could, and will be helpful. I disagree that paid license product support should include peer-to-peer assistance. Note, tone does not often convey in text. But understand I am not the least bit angry. Disappointed, but not angry. And I hope the following is received in the manner I intended. My own personal thoughts.
In your example with the barista, my responsibility to a barista (or any company) is to be cordial and pay for my order, product, goods or service. Their responsibility is to be cordial and deliver it as ordered. And if my order is not correct, they support it by correcting it. They don't expect me to to turn to another customer on a laptop and ask for assistance as that would be unreasonable. Certainly, the price I pay for their coffee doesn't come with the expectation of creating/contributing to a customer handbook.
I understand entirely what you are trying to do, but I feel it is personally really misguided. To illustrate, already it has been pointed out that this new plan effectively segregates, and places a support value, between one type of customer and another (self-hosted versus cloud -- which admittedly I appreciate and benefit from).
Further, customers incur higher fees that not only eliminates proper, direct IPB ticket support, but now comes with the added expectation of crowdsourcing a live knowledgebase just to get any level of support.
Respectfully, if we're being honest, I think this entire concept is quite arrogant.
Truth be told, I think a much better use of hiring all of those new tech support staff would be to provide better, more efficient ticket service for all paying customers, regardless of how trivial the request may be. And then IPB themselves should extrapolate and collate non-identifying information to create an official Self-Help Guide. And then this would be used as a live search in people's admin areas when they click support and type their request out. And still have the ability to file a ticket if still needed.
But my assumption, and fear, is that these "triage" personnel will be more like junior entry level techs who will do little more than add one extra step in the process before finally getting actual support.
So, to summarize the above misunderstanding, it it simply that I expect support from ONLY the company with whom I have I have a business relationship. Nothing more, nothing less.

I've already canceled the self-hosted license because of the open forum support policy. The ONLY reason I have not canceled my Cloud license is proper ticket support is continuing.
For me it's basic principle. I pay for a product. I expect proper, private support for that product from the company with whom I have a business relationship. No one else. It is not my responsibility to create a living knowledge base, nor contribute to it. I have no interest in being part of a "community". I am a customer. That's it. That's the end of the relationship I want, and need, with IPB.
It's crazy that I've posted more times in this thread than I have in 17 years.
Suffice it to say, should ticket support end with Cloud, so will my license for it.

I see that the debate about a new kind of support is due to differing understandings of this meaning. I agree that "asking questions" is best done on the forum, rather than contacting support in person. BUT I and many others here are talking about a different type of support requests. I contact support when problems arise on the forum (mainly after an update) or I see some bugs, I attach screenshots and screen recordings (which I post to my YouTube account), I provide developers with access to my forum so that they can go in, check and confirm problems. I don’t want to write about this on a public forum, I don’t need a "community support" for these problems (because these problems can ONLY be solved by developers), and maybe I don’t want to show a link to my forum or YouTube account. So yes, I want to be able to address such issues directly to support.

Oh, I am not discounting the knowledge of the community. I'm all for a peer-to-peer community. But I expect my products and services to be supported by the company I have the relationship with -- and only the company. All the open forum stuff does is add an extra layer, a hurdle, to doing it via my admin and having it dealt with directly and efficiently. I have no interest in searching or hanging out in a community. I have enough to do during the day (though you'd never know it from the number of replies I've made in this thread). But that's the gist of it. And with Cloud Hosted, I apparently get proper support. I'm good.

Huh! It does kinda sound like you're saying to your customers that they are too selfish to help in the support forums. I'm sure you didn't intend to do that. But maybe not the best response IMHO.

My apologies, I took this as being literal.

That's putting words in my mouth and cherrypicking at its finest Matt, and is beneath you to do so.
I am your customer. I pay for your product. I have a business relationship with you, no one else. If you want to extrapolate non-identifying information and use it as part of your knowledgebase, then fine.
I have an expectation of support from IPB, and ONLY IPB, to support the product I am paying for, and to do so properly. No one else.
I think an expectation of proper ticket support is hardly outrageous.

I've already canceled the self-hosted license because of the open forum support policy. The ONLY reason I have not canceled my Cloud license is proper ticket support is continuing.
For me it's basic principle. I pay for a product. I expect proper, private support for that product from the company with whom I have a business relationship. No one else. It is not my responsibility to create a living knowledge base, nor contribute to it. I have no interest in being part of a "community". I am a customer. That's it. That's the end of the relationship I want, and need, with IPB.
It's crazy that I've posted more times in this thread than I have in 17 years.
Suffice it to say, should ticket support end with Cloud, so will my license for it.

Matt, let me clarify as I can see how this was, and could be, misinterpreted.
I agree that a peer-to-peer forum would, could, and will be helpful. I disagree that paid license product support should include peer-to-peer assistance. Note, tone does not often convey in text. But understand I am not the least bit angry. Disappointed, but not angry. And I hope the following is received in the manner I intended. My own personal thoughts.
In your example with the barista, my responsibility to a barista (or any company) is to be cordial and pay for my order, product, goods or service. Their responsibility is to be cordial and deliver it as ordered. And if my order is not correct, they support it by correcting it. They don't expect me to to turn to another customer on a laptop and ask for assistance as that would be unreasonable. Certainly, the price I pay for their coffee doesn't come with the expectation of creating/contributing to a customer handbook.
I understand entirely what you are trying to do, but I feel it is personally really misguided. To illustrate, already it has been pointed out that this new plan effectively segregates, and places a support value, between one type of customer and another (self-hosted versus cloud -- which admittedly I appreciate and benefit from).
Further, customers incur higher fees that not only eliminates proper, direct IPB ticket support, but now comes with the added expectation of crowdsourcing a live knowledgebase just to get any level of support.
Respectfully, if we're being honest, I think this entire concept is quite arrogant.
Truth be told, I think a much better use of hiring all of those new tech support staff would be to provide better, more efficient ticket service for all paying customers, regardless of how trivial the request may be. And then IPB themselves should extrapolate and collate non-identifying information to create an official Self-Help Guide. And then this would be used as a live search in people's admin areas when they click support and type their request out. And still have the ability to file a ticket if still needed.
But my assumption, and fear, is that these "triage" personnel will be more like junior entry level techs who will do little more than add one extra step in the process before finally getting actual support.
So, to summarize the above misunderstanding, it it simply that I expect support from ONLY the company with whom I have I have a business relationship. Nothing more, nothing less.

That's putting words in my mouth and cherrypicking at its finest Matt, and is beneath you to do so.
I am your customer. I pay for your product. I have a business relationship with you, no one else. If you want to extrapolate non-identifying information and use it as part of your knowledgebase, then fine.
I have an expectation of support from IPB, and ONLY IPB, to support the product I am paying for, and to do so properly. No one else.
I think an expectation of proper ticket support is hardly outrageous.

I've already canceled the self-hosted license because of the open forum support policy. The ONLY reason I have not canceled my Cloud license is proper ticket support is continuing.
For me it's basic principle. I pay for a product. I expect proper, private support for that product from the company with whom I have a business relationship. No one else. It is not my responsibility to create a living knowledge base, nor contribute to it. I have no interest in being part of a "community". I am a customer. That's it. That's the end of the relationship I want, and need, with IPB.
It's crazy that I've posted more times in this thread than I have in 17 years.
Suffice it to say, should ticket support end with Cloud, so will my license for it.