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We are excited to announce that we have moved our Support system over to a new service from today. There are several reasons for doing this, the main ones being that we hope that it will provide:
- a simpler means for you and your buyers to find answers
- a more efficient system for us to help solve problems
- a better method to collect site feedback
- an improved way to manage ‘Suggested Features’
The old system (Tenderapp) will continue running in the background for a short time so that we can resolve any open discussions, but all new tickets and emails to firstname.lastname@example.org will now go through to the new system (Uservoice). Although we expect the changeover to be fairly smooth, it will take a little time for everyone to get used to it, so please bear with us! We also anticipate a few teething problems with a small number of ongoing tickets, which may need to be moved over to the new system before they are resolved. If you think that your query may have been overlooked, please do open a new ticket or email us at email@example.com
Helpdesk: Knowledge Base, Feedback and Support
The ‘Feedback and Support’ link can now be found in the green tab on the right hand side of any page on the main Folksy site. When you click on the tab, a box will appear (see below). You can click on ‘browse articles’ to view the entire Knowledge Base; alternatively start typing your query into the ‘Message Subject’ field and you will see some suggested articles pop-up on the left hand side. If you do not find what you are looking for, you can send us a private message (using the ‘Contact Support’ tab, which is selected by default) or click on ‘Give Feedback’ to suggest features. Please note that Suggested Feature ideas submitted via the ‘Give Feedback’ tab are public and will be viewable by all! Think of it as a public forum, so be nice and don’t post any private or sensitive information.
It is really helpful for us to hear your feedback about Folksy, and one of the main features of Uservoice is that it allows you to easily submit and rate Suggested Features for the site. This is a big improvement on the forum that we have been using, and so will replace it. This means that we will be deleting the Suggested Features forum, and we intend to do that by Friday of this week. Before that happens however, the ongoing Category review thread will be moved to ‘Shop Talk’ where it will remain open for further discussion. All other previous suggestions from the Suggested Features forum have been archived on our internal work list.
We that hope you enjoy using Uservoice and of course if you have any issues, please contact us via the contact form!