Over the last 4 years, I’ve utilized bbPress as my primary support system, and it is worked wonderfully for me. As my plugins have expanded and the user base of my plugins has grown significantly over the last 4 years, it has become increasingly more difficult to properly manage all of the support requests. For this reason, I’m working to improve my workflow for support and have chosen to move all plugin support to Help Scout.
Why I have chosen to move?
Forums can be extremely difficult to manage, and my support forums were no exception. It’s easy to lose track of tickets and even easier for tickets to get off track as multiple users jump into threads with their own questions.
By moving all support to Help Scout, I will be able to dramatically improve my support response times and will be far less likely to ever lose track of someone’s ticket. Help Scout is also far better suited for a multi-person team. Since I employee a friend to help go through first-tier support, this is vitally important. The reporting features in Help Scout are also superb. With a few clicks, I can quickly see how many tickets have been opened for any time period, how many tickets have been resolved, and even what the average response time was for each staff member.
What does this mean for customers?
It means great things. Help Scout is a ticketing system that handles all tickets via email, so instead of logging into your account on the forums, you simply submit a form on the new support page and continue all followup conversation via email. This should greatly improve response times and the ease of which to get support.
What about the old forums and the long history of tickets?
The forums will remain public and anyone can access them. All tickets over the last 4 years are there and everyone is welcome (and encouraged) to search them for solutions to any problems. New tickets in the forums have been disabled. You can access the forums archive here.
If there are any questions or concerns, please let me know.