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Enigma Plugins Support Is Moving to HelpScout

Posted by Maeve, 15 Jan, 2015 | No Comments »

It’s a big day for us over at Enigma Plugins. We’ve decided to move away from forum support in favour of HelpScout, an email support system, as part of a continuing effort to improve our customer service and workflow.

What is HelpScout?

HelpScout is an email support ticketing system. To the customer, it is invisible — you correspond privately with us using your regular email. From our end, HelpScout provides an incredibly useful range of tools to help streamline our workflow and provide better support.

Why the Change?

Over on Enigma Plugins, we’ve used bbPress forum as our primary support system since we launched in February 2014. Forum support has its benefits, but as our plugins have grown in popularity we’ve found it difficult to keep track of the questions being asked by an increasing number of users. HelpScout has been very favourably reviewed by other developers, and we believe it will greatly improve our workflow, enabling us to provide better support to our users. We’re also looking forward to using HelpScout’s reporting feature to measure the quality of our support to a greater extent.

How Does It Affect You?

HelpScout will make it easier for you to ask us questions about our plugins and get the support that you want. You’ll no longer have to register an account, locate the forum you need, and add a new topic for us to help you; all that you’ll have to do is send us an email using the contact form here and we’ll get back to you via email. Correspondence will be private, so you can send us specific troubleshooting information safely. We hope that this will enable more speedy resolutions for our customers.

What Will Happen to the Current Forum?

The forum on the Enigma Plugins website will be archived so that those of you who want to review an old thread, or check to see if your question has been already asked, can search the 400+ topics on the forum.

Final Note

Great support is hugely important, and it’s because of this that we’re excited to take this step forward with Enigma Plugins. If you have any questions about how you might be affected by the change to HelpScout, please feel free to leave a comment or get in touch.

Maeve

Maeve

Maeve is an experienced UI designer and front end developer. Aside from designing websites, Maeve develops plugins, speaks at WordPress events, and co-organizes the Perth WordPress Meetup group. She’s also an intrepid rock climber and demon trumpet player!
Maeve

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