JoomShaper is Moving to a More Private and Connected Support System - JoomShaper

JoomShaper is Moving to a More Private and Connected Support System

25 August 2020
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4 min read
JoomShaper is Moving to a More Private and Connected Support System

Hello everyone! You would be so excited to know that we are moving to a more private and connected support system. The new and improved support system will help you fix your issues faster, and you will be able to communicate with our support engineers more privately.

Having a keen focus on customers, JoomShaper has been maintaining its support superbly from the very beginning. We owe a great deal to our customers who trusted us all the way and our support professionals who made it all possible.

Instead of the previous support forum, we will fix our customers’ issues on our Helpdesk, a new and modern support system to offer a better support experience. Let’s shed light on the new Helpdesk and answer some of the questions you might have in mind.

What it Means for Our Customers

Our new support channel Helpdesk will improve the overall support experience for our customers and support engineers. It will be here for a much faster response and more private communication.

  • More Private and More Connected Support: Your support queries will only be viewed and accessed by you and our support professionals. In no way, your tickets and the information you provide with support tickets will be accessed by others. 
  • Faster Response Time: We are gradually improving our response time. Support in our new Helpdesk will be faster than ever before. We are hoping to amaze our customers with a much quicker response time on the latest support Helpdesk.

Apart from that, only the ticket opener can close the ticket and can reopen if he/she feels necessary. You can also rate our support professionals after you have resolved your support queries. After all, it’s a better way for us to keep everyone on the loop to improve our support.

What it Means for Us

We are moving to a new support system to improve our customers’ experience. There are also some benefits to us. The new support system will help us fix customers issues faster. With the rating system, we can understand how satisfied our customers are. It will help us improve our support further. We will be able to have everyone in the loop to continue supporting our customers in a better and improved way.

Now, let’s answer some of the questions you might have in mind regarding our new support channel.

Q: When will Helpdesk arrive?

Answer: Our new support channel Helpdesk will be open on 2nd September 2020. From that day onwards, you will be able to open tickets and get your issues fixed on our new and improved support channel.

Q: What will happen to the old support forum?

Answer: The current support forum will be archived. We will no longer provide support on the existing support forum once it is archived. 

Q: Will I be able to access my previous support ticket? 

Answer: The archived support forums can be accessed publicly but it will be read-only. Option to ask new questions or reply to existing threads will be disabled.

Q: Is there any other channel to get support?

Answer: Community support will be available for free products on our Facebook groups. We have the following Facebook groups for community support.

Please join these groups to discuss JoomShaper products and ask for community support or help the community. 

The new support Helpdesk will be open soon. As I mentioned earlier, it’s due on 2nd September 2020. We hope our valued customers will love our new support channels and help us fix their issues as they did before. We will always try to go the extra mile to make our customers happy. Please let us know your thoughts on the new support channel. Thanks!

Rayhan Arif

Rayhan Arif

Senior Content Developer
Content and web evangelist who loves to discuss life-changing web tools like SP Page Builder & Helix Ultimate, and introduces new templates and helps users have a clear understanding of how they work.

Comments (33)

S
StoneAgeIT
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Oh yea. That's the right move.

Rayhan Arif
Rayhan Arif    StoneAgeIT
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Thanks a lot. I hope you will enjoy it.

C
Christopher
This comment was minimized by the moderator on the site

A helpdesk is a nice thing, but I have found help in the forum very often. Especially from people who are not part of the support team.

Rayhan Arif
Rayhan Arif    Christopher
This comment was minimized by the moderator on the site

Thanks. We have quite a large and expert support team. I hope you will get quality support from them too. People in Joomla community are so helpful. We are so proud to have them as a part of us.

PhoenixGB
PhoenixGB
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That's great news, the forum worked well but there was no way of knowing if it had been read and ignored or not even read by the team. I agree with 'Christopher', maybe the forum should be kept as a non-moderated or moderated by users prepared to undertake it, belt and braces approach?

Rayhan Arif
Rayhan Arif    PhoenixGB
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The new Helpdesk will give us a better way to track what queries are being answered and how satisfied our customers are with that support. I hope you would have less worries of being your queires ignored or going unread. Thanks for your suggestion.

YS
YUMA SCOTT
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Great job!

Rayhan Arif
Rayhan Arif    YUMA SCOTT
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Thanks a lot

Mohammed Ahmed
Mohammed Ahmed
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This is great news. As a developer account holder, I do welcome this. I've felt that many of my requests have gone unheard/unseen/overlooked even when urgent.

However, if there is no support forum, you should definitely have a knowledge-base at least. When you release a new version/or a new product which has a bug then a portal to search will help you mitigate all your users asking the same questions.

I'm looking forward to this.

Mohammed Ahmed
Mohammed Ahmed    Mohammed Ahmed
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Also, many issues I find answers to by simply searching Google with "Problem + Joomshaper".

Rayhan Arif
Rayhan Arif    Mohammed Ahmed
This comment was minimized by the moderator on the site

Thanks a lot. Our documention will always be there with each product. With Helpdesk, you will have less worries of going your queries unread. In fact, we have a bigger and expert team to fix your issues.

SB
Simone B.
This comment was minimized by the moderator on the site

Oh yes! Finally!
Dear Joomshaper guys, this is a great move. First of all because you will give better support to us as paying customers.
Then finally you can improve your products and fix more bugs because you will directly read the problems we detect, without "someone" always saying "I'll report it to the developers", leaving us for months with unsolved bugs.

THANKS!

Kamruzzaman Alam
Kamruzzaman Alam    Simone B.
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All bug reports will be redirected to our development team. We'll try to update and push them as soon as possible.

JS
Johannes Springer
This comment was minimized by the moderator on the site

Hmm, that means no chance anymore to search and find the maybe already given answer in the forum, and to spare time. Instead to have open ticket and wait.
And for the support stuff, it means to answer often the same questions again and again.
I dont see this as an big advantage.

Paul Frankowski
Paul Frankowski    Johannes Springer
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Forum still be online , with search field. But real support would be for subscribed users only.

C
Christopher    Paul Frankowski
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Will the forum also be online with current questions and answers or just as an archive?

Kamruzzaman Alam
Kamruzzaman Alam    Christopher
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It will be just an archive.

Paul Frankowski
Paul Frankowski    Christopher
This comment was minimized by the moderator on the site

with access to old content of course.

J
johnny
This comment was minimized by the moderator on the site

This is great news! This is long overdue in my opinion and it's where your competitors had the advantage.

Your support forum has been getting worse in recent months and as a customer I've found it very frustrating. This will be a huge bonus for us!

Kamruzzaman Alam
Kamruzzaman Alam    johnny
This comment was minimized by the moderator on the site

Thanks. This new Helpdesk will give you a faster and more private response.

Michael Ko.
Michael Ko.
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I am happy about the new support! Great news. I love Joomshaper!

Kamruzzaman Alam
Kamruzzaman Alam    Michael Ko.
This comment was minimized by the moderator on the site

Everything we do starts with our customers

AW
Asperger Way
This comment was minimized by the moderator on the site

You say that you answer faster, how will you do since in this way they will always repeat the same questions to you?

Kamruzzaman Alam
Kamruzzaman Alam    Asperger Way
This comment was minimized by the moderator on the site

It will be just like a Live Chat where you directly communicate with support staff. Faster and more private response since a lot of users sharing their site information with us.

Pavel
Pavel
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In my opinion, closing the forum is a mistake.
The following reasons:
It will not be possible to share tricks that are outside of Joomshaper support.
Destroying the beginnings of a community that promotes the spread of information about your products and, as a result, increases your profit from sales.
Unfortunately, not all support staff know your products and generally have sufficient knowledge. Quite a large part of the answers from the support staff are not correct and even harmful. In closed mode, it will not be possible to correct it.

A good ticket system that allows you to combine...

In my opinion, closing the forum is a mistake.
The following reasons:
It will not be possible to share tricks that are outside of Joomshaper support.
Destroying the beginnings of a community that promotes the spread of information about your products and, as a result, increases your profit from sales.
Unfortunately, not all support staff know your products and generally have sufficient knowledge. Quite a large part of the answers from the support staff are not correct and even harmful. In closed mode, it will not be possible to correct it.

A good ticket system that allows you to combine public and private tickets Akeeba Ticket System. You should use this experience (IMO)

Read More
Kamruzzaman Alam
Kamruzzaman Alam    Pavel
This comment was minimized by the moderator on the site

We are not completely closing the forum, it will be archived. We know this works like a community. However, our team is thinking about that too. A lot of users are sharing their website information and has a lot of privacy issue, that's why we want to make it more private and connected. Also, our Facebook community is open for all.

I will forward all your suggestion to the team. Thanks for your observation and input.

S
ssnobben
This comment was minimized by the moderator on the site

Agree with Pavel. Could and will be a mistake if you also close forum/archive only.

I combination with an unsupported open forum where there is no paid support only customers and Joomshaper users to customer discussions/support to each other.

And then a complimentary good professional support system where Joomashaper after the customer could not fix or get help in the public forum, give customer support SLA within a given time ie 24-48 hours.

Kamruzzaman Alam
Kamruzzaman Alam    ssnobben
This comment was minimized by the moderator on the site

The support forum will be still there but in an archive mood. We also have the community in our Facebook group. However, I will forward this suggestion to the team to evaluate. Thanks for your input.

J
joomleb
This comment was minimized by the moderator on the site

Hi guys,
What about to report on GitHub the confirmed BUGs ?!?
- SP Page Builder here https://github.com/JoomShaper/SP-Page-Builder/issues
- Helix Ultimate here https://github.com/JoomShaper/SP-Page-Builder3-lite/issues

Kamruzzaman Alam
Kamruzzaman Alam    joomleb
This comment was minimized by the moderator on the site

Thanks. I am forwarding this to the Dev team to check.

K
kriss
This comment was minimized by the moderator on the site

Hi

I agree with Pavel too. And i'm quite diassapointed.
O-Tone Joomshaper: "The new and improved support system will help you fix your issues faster, and you will be able to communicate with our support engineers more privately."
Since the last update of the SP Pagebuilder i have some serious Problems: Hidden, images, not possible to save a page and so one ...

First i tried to get in contact via chat. They told me, i have to open a ticket. Ok. After 3 Days i asked via chat again about my Ticket. The answer: I have to be patient.
Now already 6 Days are gone. No answer, no contact.

I...

Hi

I agree with Pavel too. And i'm quite diassapointed.
O-Tone Joomshaper: "The new and improved support system will help you fix your issues faster, and you will be able to communicate with our support engineers more privately."
Since the last update of the SP Pagebuilder i have some serious Problems: Hidden, images, not possible to save a page and so one ...

First i tried to get in contact via chat. They told me, i have to open a ticket. Ok. After 3 Days i asked via chat again about my Ticket. The answer: I have to be patient.
Now already 6 Days are gone. No answer, no contact.

I have a Developer Subscription.
I would like better and faster support.

Kriss

Read More
B
blue_Shift
This comment was minimized by the moderator on the site

What offends me is the blather that this is designed to "improve the customer experience." It's actually a preliminary move to "improve the bottom line." Not begrudging you that. It's the deceit that bothers me. Just admit it.

Hrvoje Znaor
Hrvoje Znaor
This comment was minimized by the moderator on the site

I'm VERY disappointed with this move. IMHO forums are crucial source for anyone to find help be it with current of previous problems. During my years with Joomla, since Mambo days, I would be completely lost without forums. I've found a TON of answers on forums, I also helped many users. Forums are tremendous source for knowledge for everyone. My usual approach to developers without public forums is: AVOID and move on. Currently I have developer subscription and when it expires I will not renew because of this sole reason.

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