misunderstood free and pro plan.

[MostlyHarmless]

@james Hi James,

I sent an email but the reply said to come back here. I think it was automated. Just letting you know.

M

[jdaviescoates]

@MostlyHarmless said in misunderstood free and pro plan.:

I sent an email but the reply said to come back here. I think it was automated.

Sounds to me like the wording of this auto response needs editing/ updating by @staff for clarity. As it is it's evidently leading to confusion.

[scooke]

@jdaviescoates There was an earlier post, not sure how long ago, from staff explaining that since the Free plan's Support is to be found in the Forums, that support requests forward the user to the Forum. Makes sense to me. I suppose they could include some pop-up for such redirects that repeat this once such a user arrives here via an email link.

[jdaviescoates]

@scooke clearly the text of the auto-response email is not clear enough

[scooke]

@jdaviescoates OK, I'm gonna check it out.

I do have another Free plan. When I click on Support the page that loads doesn't even give me an option to send an email. Pretty clear that the forums are my Support. So I will next send an email to support@cloudron.io from that Free plan's email address and see what happens.

[scooke]

Got the auto-reply:

Hello Shane,

Thanks for contacting Cloudron Support.

We have moved our technical support for the Pro plan to the forum and only sensitive issues are handled here. For technical and app related questions, please post at https://forum.cloudron.io/category/4/support . This helps us build a knowledge base for other users and is SEO friendly.

Some tips when posting to the forum:

* Please give us as much information as possible to help you
* Anonymize any logs, domains and user related information

Kind regards,
Cloudron Team

Pretty clear the Forum is where support happens, even for the Pro plan.

I suppose OP didn't include the "link this forum post in your message"? The wording of Support in this topic sure made it seem like if OP emailed Support with the link that something else would happen, like an actual email reply. So, it is more the post of Support here that is confusing (unless OP didn't include the link).

[jdaviescoates]

@scooke what is confusing people is that staff on here say "email support@" and so they do, only to be told by the auto reply to come back here. Very clearly suboptimal UX.

[scooke]

@jdaviescoates But it isn't the UI. The UI is very clear where Support is. What appears to be suboptimal is the direction from individual Staff.

I imagine though this is still a way for them to filter the true sensitive requests from the others. The user does have to jump through an extra hoop, but I assume that also means the help they get, when they get it, is faster and better than shuttling emails back and forth trying to determine the real issue. Plus, it gives Staff a heads-up about what they are facing - if OP didn't include the link, prepare for hassles!

[james]

This sentence:

We have moved our technical support for the Pro plan to the forum and only sensitive issues are handled here. For technical and app related questions, please post at https://forum.cloudron.io/category/4/support . This helps us build a knowledge base for other users and is SEO friendly.

States 1x technical support > forum and 1x technical and app related questions > forum.

Since your inquiry is neither technical nor app related, but license related, this sentence does not apply.

In the spirit of improving this workflow, it would be great to get some input from you guys what sentence would be more fitting.

Looking forward for input.

[MostlyHarmless]

Just to confirm that the forum thread was included as was a screen shot of the account details for both. maybe the positioning for the link which was at the very bottom caused the problem. At the end of the day I'm happy to do what is asked as I know I created this problem As for the wider discussion. It has been my (unproven) observation that, as the world has become faster and busier people on the hop just scan everything and if I'm being honest, dont organise it optimally. My simple low tech suggestion. Put thread links in the subject header like my ss. Simple, easy to do and standardises everything

I don't know what forum control you have but a popup from an admin with a picture would help
Something like this maybe:

Regards,

MH

[nebulon]

This was handled in support now.

[ccfu]

I think the mail is clear (technical support -> forum) but just to avoid any misunderstandings maybe consider specifiying what is meant by senstive issues (licensing, billing, legal, issues requiring the sharing of data).

[girish]

@ccfu great suggestion. I have put added your idea to the auto-reply now.