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New support system!

Where will you go for support?

The FXhome.com forums39%[ 17 ]
Contact FXhome direct2%[ 1 ]
The knowledgebase18%[ 8 ]
Video tutorials5%[ 2 ]
Axeman's house36%[ 16 ]

Total Votes : 44

Posted: Mon, 12th Oct 2009, 1:15pm

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Simon K Jones

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The new FXhome.com support system just went live! That means you can now find a knowledgebase packed full of useful information about FXhome products and the FXhome.com website, which has been carefully compiled by everybody's favourite FXhomer, Axeman.

There's also a brand new ticketing system for contacting us about support queries. It'll help ensure that you send us the right information and will enable us to respond to you faster than ever before.

Big thanks to Axeman for his hard work over the last few weeks, not to mention all the help he's given people over the years.

Posted: Mon, 12th Oct 2009, 2:42pm

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Axeman

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Its also worth noting that additional articles will continue to be added. The most common issues are pretty well covered at this point, but the knowledgebase will continue to grow over the coming months.
Posted: Mon, 12th Oct 2009, 5:14pm

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Garrison

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If it's all the same, I' going over to Axeman's house. biggrin
Posted: Mon, 12th Oct 2009, 10:16pm

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TheOutlawAmbulance

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Just a real quick question...why is it called submit a ticket instead of submit a question? biggrin Looks great! And the new updates continue...

PS I'm free tommarrow so when can we meet Axeman? Just Kidding. crazy
Posted: Mon, 12th Oct 2009, 10:17pm

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ben3308

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The 'ticket' moniker stresses the volume/frequency of questions they receive, I'm betting, so you feel better about the question if you have to wait a bit longer to have it answered. Hence, 'ticket' for a question, not merely a question itself. wink
Posted: Tue, 13th Oct 2009, 2:03am

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Thrawn

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I thought I was everybody's favorite FXhomer..
Posted: Tue, 13th Oct 2009, 3:49am

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DVStudio

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Thrawn wrote:

I thought I was everybody's favorite FXhomer..
cry Don't worry. You are. See, if you zoom in far enough you can see the last option on the poll. You just need a super computer to see it, that's all wink Here, take a look... heh.
Posted: Tue, 13th Oct 2009, 4:24am

Post 8 of 14

rogolo

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This is a great addition, guys! Having a centralized location with easily accessible links to great resources should cut down on the forum requests, or, if nothing else, allow users to point others to a single page for help.

A few suggestions to improve the support center is to add search functionality for the knowledgebase, and create a top 10 list of highly rated articles and/or top 10 visited articles in the last month. Since most of the posted problems around the support forums come up again and again (director errors, interlacing issues, framerate issues, ALAM plugins, lack of sound, and laggy playback to name a few), having lists like that on the main support page would direct ~70% to their solutions in a fast and immediate manner, turning potentially frustrated customers into happy customers! biggrin Also, I couldn't find a knowledgebase article about the ever-present 'Why are there lines on my video!?' (interlacing) question, as that one confuses the masses on a regular basis.

Overall, though, the usability and clarity of the articles are great. The overhaul of the support center as a whole is fantastic, and its great to see the tangible impact of new members, like Rikki, and seasoned vets, like Axeman, take hold to improve the company. I really have been impressed with his persistence over the years in answering literally every question and following up with troubled users until they have a solution. Cheers to you, good sir!
Posted: Tue, 13th Oct 2009, 7:22am

Post 9 of 14

Simon K Jones

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rogolo wrote:

This is a great addition, guys! Having a centralized location with easily accessible links to great resources should cut down on the forum requests, or, if nothing else, allow users to point others to a single page for help.
Yeah, it's already proved invaluable for me, enabling me to quickly link people to detailed solutions. We used to have a vague internal equivalent that we could use to template replies, but it's so much better to have this information public.

A few suggestions to improve the support center is to add search functionality for the knowledgebase,
It already has search functionality, at the top-right of every support page. Is it not appearing for you? Or, if it is, why do you think you didn't spot it? Is there something we could do to highlight it?

and create a top 10 list of highly rated articles and/or top 10 visited articles in the last month.
The system does support lists like this, although I'm not entirely sure which bits we have turned on and off currently. I'll have to let Rikki answer that one.

Also, I couldn't find a knowledgebase article about the ever-present 'Why are there lines on my video!?' (interlacing) question, as that one confuses the masses on a regular basis.
Good point. We'll look into that one. smile

Overall, though, the usability and clarity of the articles are great. The overhaul of the support center as a whole is fantastic, and its great to see the tangible impact of new members, like Rikki, and seasoned vets, like Axeman, take hold to improve the company.
Yeah, they've both done a great job! I'm really pleased to finally have Axeman working with us directly.

I really have been impressed with his persistence over the years in answering literally every question and following up with troubled users until they have a solution. Cheers to you, good sir!
Hear hear!
Posted: Tue, 13th Oct 2009, 8:19am

Post 10 of 14

rogolo

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Tarn wrote:

It already has search functionality, at the top-right of every support page. Is it not appearing for you? Or, if it is, why do you think you didn't spot it? Is there something we could do to highlight it?
Ah, yes, you're right. It does appear for me. I guess when I first looked at it, I was expecting a search function to be contained in the content area of the support center, rather than be placed near the global site navigation. With its positioning (far removed from the main content of the support center) and its generic 'Input search here', I guess I never really registered its function as a 'Support Center Search' rather than a 'Global Site Search'. As heavy-handed as it is, this (very) quick mockup illustrates a simple and intuitive call to action that is integrated with content of the page. The design and large words indicate that this is 1) important 2) specific to the support center, two things that I didn't immediately gather when I first looked at the current design.
Posted: Tue, 13th Oct 2009, 10:11am

Post 11 of 14

rikkiloades

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First off thankyou for all the positive comments and constructive critisism... it really does help a great deal.

Tarn wrote:


rogolo wrote:

and create a top 10 list of highly rated articles and/or top 10 visited articles in the last month.
The system does support lists like this, although I'm not entirely sure which bits we have turned on and off currently. I'll have to let Rikki answer that one.
I have now turned on functionality to shows the 10 most "viewed" articles (It calls them the most popular articles). The system does not have existing functionality to show a top 10 listing based on the rating.

Tarn wrote:


rogolo wrote:

I really have been impressed with his persistence over the years in answering literally every question and following up with troubled users until they have a solution. Cheers to you, good sir!
Hear hear!
He is a pleasure to work with and a invaluable asset to the FXhome.com community.

rogolo wrote:


As heavy-handed as it is, this (very) quick mockup illustrates a simple and intuitive call to action that is integrated with content of the page...
Thank you very much for this and an ever bigger thank you for taking the extra time to produce the mockup. We will certainly take this into account when improving the service in the future.
Posted: Tue, 13th Oct 2009, 3:10pm

Post 12 of 14

Axeman

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Thanks everybody.

With regard to the articles explaining interlacing, they are on the list of articles yet to be written. Its a tricky subject to explain in such a way that those unfamiliar with the process will actually understand it, so I'm trying to illustrate it well, so it is as clear as possible. www.100fps.com does such a great job that I'm considering just linking people to there, though. smile
Posted: Sun, 22nd Nov 2009, 8:36pm

Post 13 of 14

TheOutlawAmbulance

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Yeah 1 of Rikki's 1st posts!!!! Why aren't you a registered as an FXhome team member?
Posted: Mon, 23rd Nov 2009, 10:02am

Post 14 of 14

malone

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Storm Grenade wrote:

Yeah 1 of Rikki's 1st posts!!!! Why aren't you a registered as an FXhome team member?
I've fixed this now smile