Can't post in Themeco, or post a reply to my ticket

Support
#1

Hi there,

I submitted a support ticket, I normally can find the right answer but need help in this case. I’m trying to reply as the person who kindly replied misinterpreted my problem. The reply button has been switched off. Is this deliberate because my support has run out? Only ‘conversation’ is showing, no support option too. If I click on themeco I can’t post a support, I’ve read through the instruction. I used to be able to find these solutions on the old forum. I just need to figure a problem, my site is only letting me have one category per product, I need five products to share one category, however when i select the category on additional products it deletes the category on others so I only ever have one category on a product.

#2

Yeah, I can’t post either. Help.

#3

Hi there @noahrg and @wesmward,

Sorry to see you’re both having issues with this, there was a small group of customers (less than 1%) that didn’t have the correct role assigned leaving them unable to post/reply.

Can you please both log out of your account, clear all caches and cookies, then try again please?

Thanks!

#4

I might be in this category as well - I do not see the " +Support " button anywhere. Please help.

*Never mind, I found it. So far I do not like the new forum, at all.

#5

Hi there,

Sorry to hear that! Is there anything in particular about it that you aren’t a fan of? We’re always to open feedback.

Thanks!

#6

Hi,

I don’t see the +Support button either - any idea?

#7

Hi there @crystallineconsultin,

Make sure you’re on this page: https://theme.co/apex/forum/categories and then you should see the support button like this: https://monosnap.com/file/rOk4uAbg391zaARIJjjhleu78s8l3b#

Thanks!

#8

Hi,

Just some feedback as requested above. I spent about 10-25% of my total website build time on the old forum. Every page would be made up of 10-20 css snippets found there. It was a hugely valuable resource, and a big part of the reason I’d recommend X to everyone so strongly. I.e. because ‘hey, you can find an answer to almost anything you want to do on their support forum’. Now that is gone. I’ve spent the whole week searching for a workaround to a problem I’ve solved before by finding the answer on the old forum, but cannot find the snippet now via google, because the results are just not there or peppered with other themes results. This forum has about 0.1% of the content, I can’t post in the right place or reply. However I never posted tickets anyway, and would normally not be bothered about not being able to reply straight away, because I could always find the answers before on the old forum. Why can’t you copy and archive the old content here? I’ve had to do this for multiple clients when designing forums or blogs for them with x. Websites now take a lot longer to make, and it’s pretty frustrating searching for answers I know were on the old forum with google, to never find them again. It was such a valuable resource to myself and a lot of other designers I know using X.

#9

Hi there @noahrg,

Thanks for your feedback and we do understand the frustration. The new forums will of course build up the content but this will take time as people ask questions and answers are provided.

Ultimately we couldn’t copy the old forum content to the new forum, there are platform differences, our old forum was bbPress, this new forum is a heavily customized version of Discourse. There was no way to bulk import that content and ensure it was formatted and worked with errors or issues, it would have need to be transferred manually by hand (100,000+ topics and tickets with every answer), which of course just isn’t possible.

Everything is still on Google for the old forum, usually adding X or Themeco to the end of the query should bring up the correct topic. Ultimately a lot of the old topics were becoming increasingly outdated with solutions no longer working or being valid.

Hope this helps clear some of the decision making up and we are looking at ways where the old content is still searchable in some fashion that is easier, but at this point in time we can’t make any guarantees.

Thanks!

#10

Understood, unfortunately it seems it’s a double edged sword in that the larger the amount of topics you have to transfer, the more useful that amount of content would be/was. Even if it was not in the correct ticket/answer format, but was searchable, even as a single block of text per ticket, that would still be so useful.

#11

Hi again,

Thank you for the positive feedback, like previously mentioned importing old content in the new forum might not be possible.

Thank you for understanding!

#12

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