Because of the very high volume of incoming support tickets and the size of our small non-profit staff, we're resetting the clock by marking all tickets closed. Our support staff is switching focus to building better documentation, which will make the platform easier for everyone to use. However, this doesn't mean we don't want to help! Here are a few suggestions, in case your question about Amara isn't already solved:
Thanks, Darren B and the Amara Team
- If you're looking for information about our enterprise (i.e. team) platform, please contact: email@example.com
- If you're an Amara user (volunteer, translator, video producer, etc) and have a question about the platform, please post on the forums where support staff and other users can help you out: http://pculture.freshdesk.com/categories
- If you don't see an answer on the forums, take a look at our user documentation: http://pculture.freshdesk.com/solution/categories
- If you're a TED OTP translator, please check the sidebar here for more support details: http://www.universalsubtitles.org/en/teams/ted/
In other support solutions, submitted tickets are searchable by all to avoid repetitions, and are more structured: i.e. when you submit one, you are asked to indicate - or the software automatically picks - your OS and used browser, and you are invited to add categories / tags. I couldn't find that in the freshdesk ticket submitting process.
So could you perhaps explain when users should use tickets and when forum discussions?