268 points
Community rank #184
kennibc
ExpertFriendly Neighbour
MemberLikes (0)
I just downloaded the Support System Plugin and noticed there are some issues with it:
1. Install required running SQL because it didn't auto-install.
2. No Dashboard icon.
3. No Video Page as seen in the screenshots.
4. Clicking "Was this Helpful: Yes or No" takes the user to a blank page on the FAQs.
Is it possible that this plugin needs some attention or is not quite ready for WP3?
I have the latest WP3.1 and Buddypress installed as of last week.
Thanks for providing such great plugins. This is the first that I have used that seems to have an issue.
Volunteer support dude
(joined November 2009)
Likes (0)
Well the premium support is literally a contact page (right?), I would want them to go through the help ticket process the support mod adds. Or at least do like linked in -- present the FAQ first then allow them to say, no I really want to contact you.
Side note: How do I get FAQ to show on front pages? Haven't searched yet this is right off my head from writing this. Thanks!
@Joseff The Premium Support via the Supporter Plugin is inside their site dashboard. All they need to do is click on Supporter > Premium Support write their message on the form and then click Submit Request.
You can customize the message above the Support Request form to whatever you want. Our message says:
Do you have a question about Edublogs, need personal help or would rather not use the forums?
Edublogs Pro users can email us support requests using the form below, and we'll get back to you as a matter of priority.
Our reply is sent to the email address listed in your blog dashboard in Settings > General -- please include an alternative email address!.
Please include an alternative email address (gmail, hotmail, yahoo etc) with your support question if your school email system tends to blocks emails!
447 pointsCommunity rank #110ExpertJust Getting Started
Member
(joined June 2010)
Likes (0)
@James
Premium Support is a cool idea, but it is not an option in the current plugin (not that I can see). In fact for some reason I thought it was and when looking to set it today realised it wasn't and then looked on the plugin page and saw nothing saying it was.
@AquaPebble Totally understand how easy it would be to mis that because both plugins have similar names. Also I deal with quite a few of these Premium Support requests a day from our users :)
13 pointsCommunity rank #4248SophomoreJust Getting Started
Member
(joined June 2010)
Likes (0)
I am sorry to have to ask this again but could someone explain to me how to get the videos to show up in the admin section of the websites?
I am just not understanding something someplace. Do I need to uncomment some code?
When I click on the "video" tab on the admin sidebar it takes me to the "main" tab.
So I feel pretty sure I am missing something somewhere because I can't seem to find much (in the help area) on getting the videos to appear in the admin section for all my clients to use.
20 pointsCommunity rank #2950SophomoreJust Getting Started
Member
(joined June 2010)
Likes (0)
I just installed the support system plugin. I wasted a couple hours on it trying to get it to work right. Is there an update planned? Can I submit bug somewhere, I have a bunch identified?
I found more than one bug in the code. Once you start entering data in it breaks on both user and admin sites. I'd like to use it but, it looks like it still needs a lot of work until it is ready for production.
20 pointsCommunity rank #2950SophomoreJust Getting Started
Member
(joined June 2010)
Likes (0)
Thank you James. I'm looking forward to the update. I think it is a great idea for a plugin. Regarding what is broken:
1. Ticket creation: I can create a ticket fine, but when I click on the ticket title to see the details...the display is blank.
2. I get this php error when trying to create an FAQ:
WordPress database error Column count doesn't match value count at row 1 for query INSERT INTO support_faq_cats (site_id, cat_name, defcat) VALUES ('1', 'General Questions') made by require_once, do_action, call_user_func_array, incsub_support_faqadmin, incsub_support_faqadmin_questions, incsub_support_faqadmin_postbox
I would be happy to get more specific and help debug it but, I'm away from the system right now.
Thank you!
David
1002 pointsCommunity rank #58Supreme DeityWPMU DEV StaffLifetime member
Founder & CEO
(joined May 2007)
Likes (0)
Thanks for that, we've decided to increase the priority of this and assign a dedicated developer to it, so hopefully we should have some updates in the next week.
1393 pointsCommunity rank #33Supreme DeityWPMU DEV StaffLifetime member
Developer
(joined September 2010)
Likes (0)
Please find a pre-release of the much awaited update attached.
In this release:
* Fixed database tables not created on plugin activation
* Uses AJAX to save "Was this Helpful"
* Change text of the main menu item
* Removed html entities in the mail
* Self contained plugin
Extract the archive and place the content in mu-plugin . If you are having issues with the old version please give this a try. Looking forward for everyone's feedback.
Responses (26)
Lead Developer (joined May 2009) Likes (0)
You're definitely right this needs some tlc. I'll add it to my list, thanks!
Volunteer support dude (joined November 2009) Likes (0)
Also integrate it into the Easy blogging suite
Founder & CEO (joined May 2007) Likes (0)
I'm a bit biased as we've got 'Premium Support' at Edublogs (via the supporter plugin) that does integrate very nicely :)
The challenge with incorporating this into Easy would be that there's honestly only so much tab space!
Volunteer support dude (joined November 2009) Likes (0)
Well the premium support is literally a contact page (right?), I would want them to go through the help ticket process the support mod adds. Or at least do like linked in -- present the FAQ first then allow them to say, no I really want to contact you.
Side note: How do I get FAQ to show on front pages? Haven't searched yet this is right off my head from writing this. Thanks!
Support Guru (joined March 2009) Likes (0)
@Joseff The Premium Support via the Supporter Plugin is inside their site dashboard. All they need to do is click on Supporter > Premium Support write their message on the form and then click Submit Request.
You can customize the message above the Support Request form to whatever you want. Our message says:
Do you have a question about Edublogs, need personal help or would rather not use the forums?
Edublogs Pro users can email us support requests using the form below, and we'll get back to you as a matter of priority.
Our reply is sent to the email address listed in your blog dashboard in Settings > General -- please include an alternative email address!.
Please include an alternative email address (gmail, hotmail, yahoo etc) with your support question if your school email system tends to blocks emails!
(office hours 9AM - 5PM AEST Monday - Friday)
Member (joined June 2010) Likes (0)
@James
Premium Support is a cool idea, but it is not an option in the current plugin (not that I can see). In fact for some reason I thought it was and when looking to set it today realised it wasn't and then looked on the plugin page and saw nothing saying it was.
Is this easy to do?
Support Guru (joined March 2009) Likes (0)
@AquaPebble Premium Support that James mentions is a part of the Supporter Plugin - http://premium.wpmudev.org/project/supporter You can read more about it here in the section under supporter-premium-support.php - http://premium.wpmudev.org/project/supporter/installation/
We developed it for Edublogs to give our Edublogs Supporter users the ability to email us directly for help.
Founder & CEO (joined May 2007) Likes (0)
Yeh, although I could imagine the support plugin having its very own premium component... that could be cool (although somewhat distant!)
Member (joined June 2010) Likes (0)
@Sue Waters
Thanks - somehow missed that one. :)
Support Guru (joined March 2009) Likes (0)
@AquaPebble Totally understand how easy it would be to mis that because both plugins have similar names. Also I deal with quite a few of these Premium Support requests a day from our users :)
Member (joined November 2008) Likes (0)
Do you have a screenshot of the premium support, integrated with the supporter plugin?
Member (joined November 2008) Likes (0)
Nevermind just checked the link...
Member (joined June 2010) Likes (0)
I believe I am missing something on this...
I have installed Support System and uploaded my videos to the wp-admin/support/videos/ folder but still no videos even show up.
I think when you click on the videos link in the menu it take you to the FAQ page.
I am sure I am doing something wrong here but just don't know what.
Member (joined February 2010) Likes (0)
I had posted a few ideas along these lines in another thread as well:
http://premium.wpmudev.org/forums/topic/styling-for-support-system
In there is an idea for sticking an icon into the support system menu item.
Founder & CEO (joined May 2007) Likes (0)
Great feedback, we'll definitely be revamping this big time shortly!
Member (joined June 2010) Likes (0)
I am sorry to have to ask this again but could someone explain to me how to get the videos to show up in the admin section of the websites?
I am just not understanding something someplace. Do I need to uncomment some code?
When I click on the "video" tab on the admin sidebar it takes me to the "main" tab.
So I feel pretty sure I am missing something somewhere because I can't seem to find much (in the help area) on getting the videos to appear in the admin section for all my clients to use.
Thanks for the help!
Member (joined April 2009) Likes (0)
Hiya eddieburroughs!
I've been playing with this and see the issues you're mentioning. I know Aaron's working on getting an update out for this one ASAP.
Until then, here's what I've used.
I created a WordPress posts on my site with the unbranded videos embeded, I then grabbed the link to the videos, and added them to a custom dashboard widget using this plugin:
http://premium.wpmudev.org/project/custom-content-dashboard-widget
It's not as clean as the video tab above, but it's a short-term fix that provides the information.
Hope this helps! :D
Member (joined June 2010) Likes (0)
Hey masonjames!
Thank you - I didn't mean to push or rush anyone - I just thought I was doing something wrong.
I will do the work around too for now.
Thank you again
Eddie
Member (joined April 2009) Likes (0)
No worries, Eddie.
I know an update is coming, I just figured I'd chime in with the solution I'm currently using :D
By the way, welcome to WPMU DEV!
Lead Developer (joined May 2009) Likes (0)
Hey all, we removed the video part of the support plugin a long time ago. An icon should be pretty easy to add though in the short term.
Member (joined June 2010) Likes (0)
I just installed the support system plugin. I wasted a couple hours on it trying to get it to work right. Is there an update planned? Can I submit bug somewhere, I have a bunch identified?
I found more than one bug in the code. Once you start entering data in it breaks on both user and admin sites. I'd like to use it but, it looks like it still needs a lot of work until it is ready for production.
Founder & CEO (joined May 2007) Likes (0)
Yes, there's an update planned for this in mid-October, sorry for the bother.
However, it shouldn't be *that* broke :/
Please can you let us know any bugs here.
Member (joined June 2010) Likes (0)
Thank you James. I'm looking forward to the update. I think it is a great idea for a plugin. Regarding what is broken:
1. Ticket creation: I can create a ticket fine, but when I click on the ticket title to see the details...the display is blank.
2. I get this php error when trying to create an FAQ:
WordPress database error Column count doesn't match value count at row 1 for query INSERT INTO support_faq_cats (site_id, cat_name, defcat) VALUES ('1', 'General Questions') made by require_once, do_action, call_user_func_array, incsub_support_faqadmin, incsub_support_faqadmin_questions, incsub_support_faqadmin_postbox
I would be happy to get more specific and help debug it but, I'm away from the system right now.
Thank you!
David
Founder & CEO (joined May 2007) Likes (0)
Thanks for that, we've decided to increase the priority of this and assign a dedicated developer to it, so hopefully we should have some updates in the next week.
Please stay tuned to this thread!
Developer (joined September 2010) Likes (0)
Please find a pre-release of the much awaited update attached.
In this release:
* Fixed database tables not created on plugin activation
* Uses AJAX to save "Was this Helpful"
* Change text of the main menu item
* Removed html entities in the mail
* Self contained plugin
Extract the archive and place the content in mu-plugin . If you are having issues with the old version please give this a try. Looking forward for everyone's feedback.
Lead Developer (joined May 2009) Likes (0)
Moved here
http://premium.wpmudev.org/forums/topic/support-system-update-beta?replies=1
Thanks for viewing this post but this topic has been closed to new replies.
Become a member