WordPress.org

Making WordPress.org

Opened 4 years ago

Closed 3 years ago

Last modified 3 years ago

#1661 closed enhancement (fixed)

Make a way to "suggest" users ask for support before they leave a 3 star or below on the .org Repository.

Reported by: slickremix Owned by:
Milestone: Priority: normal
Component: Support Forums Keywords:
Cc:

Description

What We are saying:
We know people can change the review BUT it is so much work to always bug our users to do so and most of times after we help them they stop responding to emails and never fix the review

Almost always they are giving us a bad review when they:
Just need basic help in understanding how the plugin works.
They just need some simple support.
Some newbie users see reviews and automatically think they should post there for help.

Giving them the option to ask for support (besides a the "support tab") possibly make them think twice about wether they need to ask for support or write a review.

It seems as though a large number of plugin developers experience this. Including others we have talked to personally.

What we NOT saying:
We NOT trying to force them to submit a support ticket but merely suggesting they do so before leaving a bad review. (3 stars or below) We aren’t trying to stop people from giving bad reviews as we understand they can help us improve things people don’t like/want. Sometimes people just aren’t happy and we realize that.

For those of you just seeing this ticket the two photos attached are from Etsy and how they do it.

The point of this ticket is to make both our users lives and our lives as developers easier and waste less time having to explain were to get support.

Attachments (2)

Screen Shot 2016-03-02 at 9.01.53 PM.png (74.0 KB) - added by slickremix 4 years ago.
on Etsy, this message appears and merely suggests "have a problem try contacting shop first" linking to the get help from a shop. Similar to the type of feature we are looking for.
meta-1661.PNG (18.1 KB) - added by SergeyBiryukov 3 years ago.

Download all attachments as: .zip

Change History (11)

@slickremix
4 years ago

on Etsy, this message appears and merely suggests "have a problem try contacting shop first" linking to the get help from a shop. Similar to the type of feature we are looking for.

#1 @nerrad
4 years ago

As a plugin author on wp.org I would love to see something like this.

#2 @sethshoultes
4 years ago

As a plugin author on wp.org I would love to see something like this.

+1

#3 @charliespider
4 years ago

three thumbs up

#4 @ocean90
4 years ago

Please avoid "+1" comments and star the ticket instead.

#5 @philclothier
3 years ago

This would be very beneficial to the user, not the just plugin authors. If it means the they are more likely to get the plugin working, it's a win win.

#6 @slickremix
3 years ago

@philclothier We agree! Funny because our friend who runs a rather large Etsy store told me about how when Etsy added this simple feature it really had an impact on people (about to be leaving a bad review) saw her company! She said she also noticed a drop in negative reviews and an increase in those people requesting help. Etsy, Like WordPress, has other areas/ways of getting help (for example clicking the support tab) but not every person realizes this and the more easy ways to get help for a user the better! Right?! it's really a common sense win - win IMO

#7 @SergeyBiryukov
3 years ago

  • Component changed from General to Support Forums
  • Keywords reporter-feedback added

Giving them the option to ask for support (besides a the "support tab") possibly make them think twice about wether they need to ask for support or write a review.

This is already implemented, see meta-1661.PNG. The notice above the review form says:

If you are reporting an issue with this plugin, please post in the plugin support forum [link] instead.

Is there something else that could be improved here?

#8 @slickremix
3 years ago

  • Resolution set to worksforme
  • Status changed from new to closed

@SergeyBiryukov Oh wow excellent! Didn't even realize that had been added! Guess this ticket is closed now thanks for update! Nice to finally see it implemented!

#9 @SergeyBiryukov
3 years ago

  • Keywords reporter-feedback removed
  • Resolution changed from worksforme to fixed
Note: See TracTickets for help on using tickets.