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Opened 2 years ago

Closed 2 years ago

Last modified 2 years ago

#2361 closed enhancement (wontfix)

Plugin Update: It is harder to find the support direct link on load

Reported by: lukecavanagh Owned by:
Milestone: Priority: normal
Component: Plugin Directory Keywords: needs-patch
Cc:

Description

On the updated plugin directory it is harder for a user to find the support forum, since the tabs have been replaced with content in the sidebar. A user has to scroll before support is visable on load.

Would a CTA under Download which is visable on load help users find support on load?

Change History (3)

#1 @Ipstenu
2 years ago

As I mentioned in Slack, a CTA would detract from and devalue the OTHER parts of the plugin page. The page is not there to just get 1:1 support on a plugin but to provide the necessary and needful information as to the use of the plugin.

One of the biggest issues with support in plugins is users asking for support before actually researching and reading the information provided. This leads to many duplicate topics, puts extra burden on developers, and can cause bad experiences with both the plugin and WP when questions aren't answered because people have to spend time with the 'Did you read the FAQs?'

Since we encourage developers to write _good_ readmes and FAQs, it's harmful to them to not assist in _educating_ the users as to both the specific plugin *and* the presentation of information of all plugins hosted on wordpress.org.

With a scroll down to find support, people will actually be encouraged subliminally to read. Heatmap studies have shown that well formatted content catches the eye (as a call to action). This means a FAQ that cleverly lists the biggest issue first on the list will have a greater chance of being _seen_ by someone looking for support and reduce needless support traffic. Everyone wins.

And if someone doesn't see the FAQ, they'll still see "Aha! Leave a support request!"

(Also not everyone supports their plugins on .org, nor are they required to, so it puts extra work on them.)

#2 @Ipstenu
2 years ago

I would recommend we look into #2278 instead of this.

Last edited 2 years ago by SergeyBiryukov (previous) (diff)

#3 @lukecavanagh
2 years ago

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

@Ipstenu

Sure makes sense to focus on ticket #2278.

Last edited 2 years ago by lukecavanagh (previous) (diff)
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