Thank you very much for sharing your experience with us. It is great that we understand what you think about the way we manage our services.
Usually we are trying to target the balance of support tickets and forum threads. Each kind of thread has its own advantages and disadvantages, and can be used in different cases. You are completely right that the forums are great way for everyone to receive help. The threads are public, and 90% of the problems someone can experience are already experienced by someone else. Then it comes the question - why we ask the customers to submit support tickets?
- First of all, the support tickets are the way for the customers to receive professional help and understand what they are paying for. We can of course answer to them in the forum threads, but then, how do we distinguish the customers from the people who does not have support subscription?
- We have a corporate policy - we keep the right not to answer in forum threads due to the same reasons. Please note that by submitting a new support ticket, you get a guaranteed response in a specific time frame.
In turbulent times, like these around the product quarter releases, we can be indeed a little bit slowed down with the responses, especially those ones in the forums. Nevertheless, we are trying to answer to all of the threads, since this is giving additional value and strengths up the community.
I think there is another general problem with the excessive use of the forums. Most of the knowledge base and the helpful answers about specific problems, cases and different scenarios should be covered in a good online documentation and help articles. Of course the community has a big role here, but we should find a way to transfer this knowledge to a better organized medium - searching in the forums can be hard when you have like a hundred threads coming every day.
That is why I believe that there is a thin line of balance and this is what we are trying to achieve. We are constantly trying to improve our services for sure. We have plans on improving our and the community presence in the forums.
We would be really glad to receive more thoughts from you, please keep the helpful and constructive feedback coming. I will pass your message and thoughts to the rest of the support team.
Thank you once again!
Technical Support Director | The Telerik team
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