IMHO it comes down to these two things:
1 – The cost of the items are very cheap, making it hard for the author to make a living. Any method to make it easier for them is important (if you want them to continue making items for you to purchase).
2 – Support is completely optional, so be glad they offer support at all.
There are so many items that don’t offer support at all so I think it is completely unfair to complain about signing up to a support portal to get support. Seems pretty rude to complain about it at all.
We only provide support via our support portal. There are a range of reasons for this.
- Many questions have already been answered, we have a full knowledge base of answers that people should search first (or we link them to it in the ticket).
- The CodeCanyon interface is very poor when managing 100s of questions, you do not know what is complete or not.
- Our support portal includes a forum so that we can easily have item discussion and support in different areas.
- We have multiple staff members and need a better system to cope with this.
- many many more reasons.
We have no plans on changing, if the end user cannot submit a simple ticket on our site they why would we spend time trying to help them? The item costs here are so crazy low anyway.
We just need the item purchase code so we can easily remove it from our support systems.
The fact that we are limited to how many API requests we can make means it is impossible to work out which code is no longer valid.
Thanks for the suggestions, feedback is always good.
4) after adding a ticket, would be nice to have it go back to the list of tickets instead of viewing the one that was just added.
Interesting idea, I think this could work, I’ll look into it.
5) when mass changing tickets, would be nice to add a message that would apply to each ticket.
We had this feature but removed it due to clients receiving alerts that they shouldn’t. The latest version now support private replies so I think I will add these messages as private replies. Thanks!
6) Actually, #6 was when viewing a ticket.
Yes you need to add a comment to change the state etc, if you just want to change the status it is best to edit the ticket directly.
Thanks again for the feedback.
Hey thanks for checking it out!
1) Yes there are some improvements to be made. Thanks for the feedback.
2) Nice idea, I will add this.
3) This is for mass changing tickets, there is a drop down at the bottom of the page to change status/delete/merge etc. I agree that it could be clearer.
This is just the beginning, we have lots of ideas and plans
We’ve just released a WordPress plugin that allows Bluetrait to authenticate to an existing WordPress install, so users can keep their existing details.
What exactly do you want from WordPress integration? Do you mean so user can submit tickets from your website or users can login using your WordPress site details?
No it wasn’t purchased. I think they are starting development again at some stage.