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justinfrench Envato team says

Hi folks, we want to provide a clear and consistent place for buyers to understand Item Support — which items are supported, what support actually means, and how to get help. We want to do this in a way that doesn’t change the tools and processes authors already have in place and maintains the general policy that item support is optional for authors.

To do this, we’re going to shift the Item FAQs into a new Support tab on each item. This new tab will also include extra content from Envato – documentation, what to expect, when to contact Envato, when to contact the author, etc.

We’ll show this Support tab to buyers in categories that typically need support (like themes & plugins), as well as any other item that has FAQs. This is a consistent place buyers can visit to understand what’s supported, and where to go for help. Here’s a screenshot of what the buyer will see:

This is an okay start, but we can do a lot better once authors provide us with a bit more information!

If you’re an author, we need to know if you currently support your items, and how you prefer to handle support (comments, forum, ticket system, email, etc). We’ve added a new Item Support Settings screen. The current choices are:

  • Not Supported (default)
  • Supported through item comments
  • Supported through an external URL (forum, ticket system, etc)
  • Supported through an email address
  • Supported through the contact form on my profile

This setting is applied across all of your items, and the external URL option should give you the flexibility to keep using your own support landing page, forums or ticket system. There’s also a small text area for additional information.

The goal is to clarify if/how you’re already handling support and present this to buyers in a consistent way, rather than to change the way you’re working. If we’ve missed an option that would help you, please let us know!

Here’s a screenshot of the new Item Support Settings page:

Once we have this information, we’ll add more detail to the Support tab on your items and set reasonable expectations around what support includes (addressing bugs and issues in the item as advertised) and doesn’t include (customization work, support for third party software, etc).

Here’s an example of the Support tab when this extra information is provided:

We’ll be launching the new Support tab to buyers about a week from now (maybe longer, allowing time for authors to provide their settings and feedback).

The new settings screen is available to authors right now — click on “Settings” in the User menu or “My Settings” from your profile, then click “Item Import Settings” from the menu on the right.

To provide feedback on the Support Settings screen, the available choices, the new Support item tab or anything else in this post, please complete this quick survey.

There’s always more to do, but clarifying what’s already happening is a solid and important step in the right direction. I’ll have another post about comment search, other missing parts of item support and what’s next for the devs very soon.

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WaleDesign says

Lovely, kudos for this! Can’t wait to see it going live! :)

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settysantu says

Kudos to Envato team, nice feature :)

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purethemes says

After reading title I got all excited being almost sure you’ve finally have some solution for support forums on ThemeForest, which would not require buyers to go to other sites and verify their purchase, but that is also good change ;) Thanks! I’ll go test it now ;)

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revaxarts says

Awesome stuff! Thanks for that!

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justinfrench Envato team says

After reading title I got all excited being almost sure you’ve finally have some solution for support forums on ThemeForest, which would not require buyers to go to other sites and verify their purchase, but that is also good change ;) Thanks! I’ll go test it now ;)

That’s the general direction we’re heading towards, this is a step :)

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purethemes says

That’s the general direction we’re heading towards, this is a step :)
Awesome news!
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billyf says

This is really a great news :)

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purethemes says

The “Additional information for buyers” textarea keeps only ~6 lines of text, I’ve put there my welcome text from my support forum which is little bit longer, but it was cut off. Does this field support basic HTML like comments? Is there any option for us to see this tab before it will be launched to buyers?

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dorde says

Thanks for great news justinfrench!

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

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