Optimize Support Channels

There is an urgent need to improve our support at the moment. To achieve this, we want to optimize our support channels.

Currently, requests come in through the forum as support inquiries and error reports. These generally fall into three main categories: "How do I do something?", "Suggest an improvement," or "Report an error." Sometimes, the same issue appears across three different communication channels; other times, seven topics are bundled into one forum thread, and all of these topics are also submitted as tickets. Often, multiple follow-up questions are necessary. It’s much more efficient to handle this in one place rather than three. Processing a request can take a long time. For example, with error reports, Mik works on the system and communicates intermittently with the member. For improvement suggestions, multiple conference calls may take place during the response period. All of this needs to be coordinated. To make coordination easier for us and improve support, please report errors only using the "Report an Error" function, submit improvement suggestions only via the "Suggest an Improvement" function, and send support inquiries through the Support Ticket system. Of course, you’re still welcome to seek advice and discuss topics in the forum—that’s great and should continue. However, please don’t assume that someone from support is monitoring the forum. Even I can’t keep track of every forum post. I hope you understand. Also, please don’t be upset if responses take a little longer right now. As you can see, we’re working on it