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Most of the theme have generally the same areas of css, and all the hooks are in the same places on generally all the themes.
Also forum posts CAN be tagged. Please use those tags heavily on your posts.
And some code I have noticed people calling a "fix" when really it is custom work. Changing the theme behaviour to something else is not a fix. 😉
**forum signature**
If you need technical support for your theme please file a ticket.The forums are community based. Staff only monitors the forum for issues relating to the forum itself and to redirect users to where they need to go.
I had to register from scratch for my.studiopress.com only to find out it's a ticket system. Then I went to the forum and it says 'Read only'. I had to register again to access the (new) forum here, where there's only a bunch of (generic, not theme specific) posts and it says 'response is not guaranteed' (!) -- why would I post on such a forum.
I was used to find my answers instantly simply browsing the support forum or doing a search, and learning from others. Occasionally I would make a question in the same forum; now apparently I am forced to open a ticket, and others won't learn from the answer.
Unless I am missing something, I am literally speechless from this change (like others apparently), which also means much more work for you answering to tons of questions that won't be published. What's the point of all this??
I think if they add an area with re-directs to the "Read Only" archive, this will help out over here. New folks won't know about the old read only forum, but having that as a resource somewhere in here would help them.
Love coffee, chocolate and my Bella!
Alejandro, you need to contact the theme developer directly. They are handling their own support now.
John “Nicolas Flamel” Wright | SoZo’s design| John Wright Photography
I am also very disappointed to see the new ticket system. One of the reasons I chose Genesis over Woothemes was the ease of finding solutions in the Genesis forums. Most of my questions had already been asked by another user. I could find an answer within seconds or minutes rather than waiting in a queue to get my question answered by support (taking hours or days). I can hardly see how this is going to save your support staff time.
I sure hope your ticket support system works better and faster than Woothemes' system does.
Saradee
You will still be able to search the old forums for your answers while these forums build up. You can also use these forums.
Saradee wrote" "One of the reasons I chose Genesis over Woothemes was the ease of finding solutions in the Genesis forums."
Same here. I will not easily give my money to faceless corps that do not have a healthy community forum with back and forth from customers and structured in an easy to access way. Our hosting decision was also based on this criteria and we changed hosts like 5 times before settling on what has been the best for us.
Woothemes has some interesting solutions and I see the WordPress framework / themes marketplace filling up with more and more competition. The original Genesis Forums were the best in this market segment and more so because they LISTENED and earned our trust.
P.S. I just took a peek at the aforementioned company mentioned above and see they have just announced they have listened and are bringing back their support forums with all the original forum content. We are not customers of them. Maybe Brian can take a look and see if this will have any bearing on the need to have this boat sail back ;o)
I have to agree with most of the customers on this thread. I just bought another theme and didn't realize the "new" forum was set up this way. Some very valid points have been made and I, as well, am not a fan of the ticket system which is why when you go to other template sites that have a ticket system there is undoubtedly a comment somewhere that suggests that they have a support forum like studiopress. And of course you can't have comments on a ticket system so usually the complaints are voiced on the wordpress forum by people looking for assistance.
Thanks, Randy
How is tagging a post that pertains to a very specific question with a specific child theme within a huge sea of all types of questions for all types of themes a better idea than having an easy-to-find forum and threads (like the old forum was). I don't understand this switch. I chose Genesis and my theme in part because I saw that there was a very active forum and community already created. This new forum system has changed and pretty much eliminated the best part of what that forum was - which is easy-to-find answers with direct support from the developer which everyone could easily benefit from.
maybe if everybody keeps complaining they will go back as it was! Imagine the themes they could have designed with all the time wasted on this switch.
I like the idea of not having about 50+ forums for child themes that share mostly an identical code base and differ mostly only in some CSS.
For me the Help Desk feels like "Priority Support" (I've also experience on other platforms) and I absolutely go with that!
If this forum here is about to grow, which it IS, we shortly have a big new "knowledge base" which also will contain child theme specific information.
The propagated use of tagging makes really sense because child themes not only consist of PHP & CSS but are part of OUR PROJECTS! Therefore we have to deal with different languages for example... If properly tagged we will have lots of aspects for a specific child theme on the table if needed
There was a lot "broken" (or not working) with the old system. And it's going to take some time for content here to build up and for searches to be as fruitful but I am already seeing signs of more community involvement.
And as far as determining the difference between customization and support ask yourself "Is this something I am having trouble with or something I don't quite understand to get the theme up and running like the demo that inspired me to buy this theme or is this something I want to be different from the demo?" If the former submit a help desk ticket. If the latter then ask here in the forums (well, not here here but in the design tips forum 😉 ).
John “Nicolas Flamel” Wright | SoZo’s design| John Wright Photography
Okay imagine a very common question, like 'I want the Going Green sidebar wider'.
PAST:
I would go to the forum, search or browse the Going Green thread and very likely find an answer. Or if not, I would post the question and get the answer within minutes either by you guys or some gentle soul. No waste of time.NOW:
Go to the old forum and very likely not find the answer since the old forum will get obsolete. Waste of time.
I would then go open a ticket and wait up to 24 hours. Waste of time (and money of course since I do design this for a living).
I would then get a reply and maybe it's not clear, so I have to answer back and wait some more, waste of time.
Maybe I should have posted on the old forum? I can't because it's ready only. Should I post on this forum then, no because this is not a technical forum and it says questions will not be replied (what kind of forum is this, I don't know. For 'suggestions'?).Unless I am missing something this is how it is: an old read only forum, an useless forum, and a ticket system (wait there's even a fourth place called mystudiopress just to download a theme! Studiopress now takes 4 bookmarks in my browser).
I consider myself fortunate since I've been with Genesis for a long time so I rarely need help, but I can only imagine how awkward this can be for newbies. I can only suggest to reconsider this change.
You wouldn't open a ticket for such a question. You would post in the Design Tips forum since that would be customization. So for that example nothing has really changed.
John “Nicolas Flamel” Wright | SoZo’s design| John Wright Photography
Nothing has changed?? at http://www.studiopress.community first thing it says is " Responses in this forum are not guaranteed. ", which is kind of a weird/worrying statement for a "support forum". In addition, the Design Tips category is not even subdivided by theme for easy browsing - don't you see posters already have to write the theme child name in the post title. Can you imagine, 'Sidebar wider in Going Green', 'Sidebar wider in News', 'Sidebar wider in Agency'.... bit funny really.
This isn't a support forum. It is a community forum. There's bound to be confusion at first but support is provided through the help desk.
As for different forums for each theme that got really bloated and was unnecessary in my opinion as there are so many similarities between the themes and it's much more likely that an answer that applies to one theme will also apply to any other theme than it is to not. And such information as the theme title and version should really be entered as a tag instead of as part of the title.
John “Nicolas Flamel” Wright | SoZo’s design| John Wright Photography
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