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pixedelic says

That’s something we don’t cover very well sorry. As a work-around, would it be possible to build a support landing page that acts as one central URL and landing page which guides buyers to the right final destination? It’s not ideal, but it might work for now!

Thank you justinfrench… yes, a landing page could be a workaround, even if, for instance, for the oldest theme in my portfolio I don’t have any support forum, so I should redirect the users to the ThemeForest wall, not a great experience I’m afraid… Why didn’t you add the ability to add a URL to each item? (Did you make a survey among the authors before adding this feature?) Maybe I’m the only one with this kind of need, I don’t know, but it could be useful in many case I think. :-)

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justinfrench Envato team says

Why didn’t you add the ability to add a URL to each item? (Did you make a survey among the authors before adding this feature?)

Per-item URLs and preferences is more complicated — more stuff to build, more stuff for authors to manage, more code paths to test, etc etc. We try to avoid that where we can. There wasn’t a survey directly about support URLs, we did however do a few bits of research before launching this:

  • I did a handful of interviews with authors over Skype
  • We looked at about 50 authors on ThemeForest and CodeCanyon and only saw a few that had different URLs per item — we knew we could add it later, and we’d rather put that effort into providing a great support tool on the marketplaces themselves
  • We launched the settings screen well ahead of the public-facing Support tab so that we could make changes based on author feedback (there was a lot of feedback and a lot of changes :))
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pixedelic says

Per-item URLs and preferences is more complicated — more stuff to build, more stuff for authors to manage, more code paths to test, etc etc. We try to avoid that where we can. There wasn’t a survey directly about support URLs, we did however do a few bits of research before launching this: * I did a handful of interviews with authors over Skype * We looked at about 50 authors on ThemeForest and CodeCanyon and only saw a few that had different URLs per item — we knew we could add it later, and we’d rather put that effort into providing a great support tool on the marketplaces themselves * We launched the settings screen well ahead of the public-facing Support tab so that we could make changes based on author feedback (there was a lot of feedback and a lot of changes :))

Yes, I see… however great feature, even if I can’t use it for the moment I’ll try to find a workaround :-) Thank you

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pixedelic says

Ok, just for sharing, I made a redirect page based on the referrer:

<?php
$referrer = $_SERVER['HTTP_REFERER'];
if (preg_match("/3888979/",$referrer)) {
      header('Location: http://www.pixedelic.com/themes/forte/support/');
} elseif (preg_match("/2663674/",$referrer)) {
      header('Location: http://www.pixedelic.com/themes/enfinity/forums/forum/enfinity-support/');
} elseif (preg_match("/255488/",$referrer)) {
      header('Location: http://themeforest.net/item/delight-fullscreen-wordpress-portfolio-theme/discussion/255488?ref=pixedelic');
} else {
      header('Location: http://themeforest.net/user/pixedelic/portfolio?ref=pixedelic');
};
?>

If I good developer had some recommendation about that I’d really appreciate.

My only concern is about the redirect for the theme without support forum: being redirected to the same page you just left is not a great experience at all I’m afraid.

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dtbaker Moderator says

A lot of browsers do not send the HTTP_REFERER. So make sure this redirect page is a nice redirect page with some options that the user can click manually if they are not automatically redirected. A user might be trying to reach http://www.pixedelic.com/themes/forte/support/ but if their browser doesn’t send HTTP_REFERER they will never be able to get there. So in the last }else{ just output a bunch of links.

eg: Click here for Support on ITEMA or Click here for Support on ITEMB

Maybe a better solution would be to combine all your support forums into a single forum? And have an “Other” category for items that don’t have much support. I’m starting to setup individual support forums for all popular items ( eg: http://dtbaker.net/forums/ ) with a central landing page for support ( eg: http://dtbaker.net/envato/ )

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dtbaker Moderator says

Devs could automatically add an attribute to our custom support URLs that contains the item ID? That would solve everyones “multiple custom support mediums” and would allow authors to provide friendly tailored support landing pages (plus better support button click stats).

I think adding an [?&]itemid=xxxx attribute to our URLs would be much easier than the other option.

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pixedelic says

Maybe a better solution would be to combine all your support forums into a single forum?

Thank you for the tips… but about combining the forums into the same one, I can’t for a lot of reasons: the migration would be very problematic at this state, it is too complicated to check which item has been purchased and hide some areas according with that, I spent a lot of time to create my support system and I don’t understand why I should start again from scratch…

I think I should create a landing page, but in my opinion this new feature isn’t provided to help the authors since adds limitations instead new possibilities. If what an author offers is not included in the list of the available options, the message that the user gets is: this author doesn’t offer support.

I think it could be thought better, but I’ll adapt myself of course.

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pixedelic says

And however I think, as repeated many times, that many authors would avoid to use its own support center if the comments area simply has an internal search form :-) But I think it is not so simply

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justinfrench Envato team says

And however I think, as repeated many times, that many authors would avoid to use its own support center if the comments area simply has an internal search form :-) But I think it is not so simply

It should be simple, I would love to implement comment search (and preferably something better than just comments and search), but it isn’t simple right now. We’re doing a lot of foundation work in our search tech that will eventually help, and we’ve already made a lot of changes to the comments UX that will also make the final step easier.

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justinfrench Envato team says

I think adding an [?&]itemid=xxxx attribute to our URLs would be much easier than the other option.

That will definitely help authors who have different systems for different items. Will add this in.

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