I don't want to discuss about what is broken in this forum software...

Comments

13 comments

  • Robert Farhi

    Hi Patrick,

    I don't like this new design at all, and have already mentioned it.

    Just to tell you that you can upload images, as far as I know.

    Robert

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  • Samoreen

    Hi Robert,

    >Just to tell you that you can upload images, as far as I know.

    Yes, but not in the old software.This is the only thing in the new software that looks like an enhancement. But I'd prefer to go back to the old software with the capability of uploading images. That's what I meant.

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  • Robert Farhi

    OK, I understand and agree with you !!

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  • SFA

    Whether this change, to which we are all probably somewhat resistant, is good or bad remains to be seen.

    There are some aspects of it that are less than comfortable but perhaps, in my case at least, that is mainly because the forums I have traditionally inhabited are the older style of forum which come with their own problems but are at least familiar for day to day use.

    Those with the most unhelpful implementations I quickly avoid. I may have missed something but, for instance, in a photographic context, I find dpreview tortuous and only visit if I'm searching for information or directly there by other's links.

    The Zen application seems lightweight - but then at least it is in line with the mobile age and all of the implementation horrors of non-compatibility that seems to come with. I have used other technical support operations that have used it without becoming a great enthusiast for it. However in terms of integrating, forum activity, support activity and a knowledge base to be operated as a single entity it does seem to offer quite a lot despite what we might think of as a "lite" framework.

    One huge benefit of the new forum seems to the the integration with the FAQ and other support sections that seem to be in the process of development for C1. One search to find them all. That. potentially, is a huge benefit for many people who would give up (or not even attempt) a search using the old forum and/or the old FAQ's (not many) and previous User Guide incarnations. And then the Webinars and Tutorials. All somewhat separately.

    Form what I have tried so far results that appear from a search seem to have better relevance and appear more quickly whilst covering all (or so it seems) best option sources.

    I don't doubt that there are opportunities for improvement - as reflected in the revisions that some articles have already received since they were published.

    If that works for the majority of information seekers we might expect a reduced level of use of the Forum and in particular reduced appearance of some of the more basic questions that have often been asked when people have apparently attempted to search for answers to questions but not found them to be readily available and so have given up searching.

    If that sort of forum traffic declines it might suggest that the new self help project based on the Zen functionality is indeed working (although of course there might also be other interpretations!). Presumably only Phase will know unless they choose to share the degree of success or failure with us.

    Assuming that the longer term objective is to make the entire operation closer to a self-help facility available 24/7 worldwide without having to have a larger staff working shifts to offer the coverage  - this seems like and project that could deliver such a result effectively for the majority of support questions. Typically question volumes, by number of times asked, are relatively simple and should be easily answered by pre-prepared documentation. If the enquirer can find the documentation.

    Making things easy to find and easy to add comments to (for enhancements and rectification of omissions hopefully) ought to be a good basis for ever improving self help for the majority of support interactions. In theory that should leave people free to deal with real (new) technical issues and supporting changes in the application.

    Maybe at some point we might see a self service on-line Log file analysis feature that would allow people with clearly technical problems to obtain rapid guidance about the sort of things they might want to check based on the log contents. That could cut out days of Forum speculation for some of the least pleasant problems that people experience from time to time.

    Whatever, the idea of trying to integrate a traditional bulletin board forum application into an interactive support service management system is probably the sort of objective that was popular 20 years ago. The better options will, by now, have a more integrated offering of some sort.

    Grant

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  • BeO

    Grant, 

    I do not see integration, even my own posts overview is disintegrated from the community as it is 4 clicks away and lacking information which the old style 20 years old bulletin forum software was already providing. One would think that software industry should hve evolved to the better, in 20 years ...

    My support requests might be closer than before but what does this help if you want to use the user to user forum. Links can be provided in old web apps too. 

    This is a little bit like the question whether or not one should usea kit zoom lens for landscape, portraiture and macro, great because all this functionalty is integrated in just one lens? or dedicated lenses which are fit for the task. One wouldn't use a swiss knife to screw in screws unless in an emergency, one would use a screw driver or power drill.

    I am not against change, but I am against deterioration.

    Regards

    BeO

     

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  • Keith Reeder

    I do not see integration

    Support integration. It was explained very clearly on the old forum that the new platform will integrate support functionality too.

    Users can't have it both ways: Capture One is trying to improve its support offer - God knows, enough people are yammering on about it - and this is part of the effort to do so.

    And for what it's worth, I'm not having any problems whatsoever with - or adjusting to - the new solution.

     

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  • Samoreen

    > And for what it's worth, I'm not having any problems whatsoever with - or adjusting to - the new solution.

    I'm glad for you. But I observe that now, almost nobody is posting to the C1 20 forum. And very frankly, the new thing doesn't make you want to do so.

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  • Ian Leslie

    You are correct this new "forum" (yes, quote are there because this is *not* up to par) is so far away from a useful forum as to be difficult to consider it as such. I am monitoring things a little to see if they change things eventually but I'm not reading the majority of the posts like I was - the user experience is just too awful.

    I am currently being more active on the luminous landscape forum: https://forum.luminous-landscape.com/index.php?board=47.0

    And the reddit sub reddit: https://www.reddit.com/r/captureone/

    True, there is not much going on there but at least I can follow the discussions that are there in a reasonable. Unlike this thing where you have to scroll around looking for posts that are younger than the last time you visited.

    There is no excuse for this really. There are so many systems that have quality modern discussion forums they could easily have chosen a newer third party vendor if they were unhappy with the old forum software. But this zendesk thing is just not even close to state of the art.

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  • SFA

    It is a support system based application with a Forum option.

    So far as I can see it offers, as prepared to date, a greater potential for integration of support and technical article archive and other media connection (Tutorials, Webinars, etc.) than has previously been possible.

    I would not imagine that reddit or the LL forums will offer the same integrated search potential - even via Google.

    However one's view of it might depends on one's purpose.

    To me it is greatly simplified in some ways but seems to work better in others - as a SUPPORT facility.

    Sure the number of posts seem to be down. But then a lot of the posts on the old forum were repetition  - often of questions that should have been easily answered with a simple search but for some reason were not answered. (Or the search failed).

    Perhaps now the searches are being performed and succeeding? Questions are being answered without repetition? That would surely be one of the objectives.

    I would imagine Phase are able to obtain statistics to show if their objectives are working. Perhaps they will be able to share them with the forum at some point after a suitable period of use.

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  • BeO

    Support integration. You mean there is a link to "submit a request" and a link to the documentation, FAQ etc. 

    Yes, two useful links. But for the price of a sub par forum. At least for me, I cannot even jump to the last reply in a thread or sort by date descending. If that is possible it still is also the fault of the system as the system did not achieve to tell me how. The old forum or reddit even I dude can understand.

    regards

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  • BeO

    Keith, 

    I cannot remember people complaining about not having access to documantation but rather long response times or inadequate responses or both. And bugs not fixed. and version not stable. If that is true or not is not the point. The only way to mitigate this is to reply short term, give useful answers and a timely patch with bug fixes. A new forum which many people have problems with only reduces the number of visible complaints, not the dissatisfaction of such users. And a forum which is not used as much by helping hands, namely other users, only can result in more requests submitted to the company, overloading the support team even more.

    regards

     

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  • Samoreen

    Hi,

    I'm not sure that everyone has well understood what's going on with this forum. The header says : Please write a post in here if something is broken. We will remove this topic when we are satisfied that everything works as expected. This topic is not for forum feature requests. There is no place for forum feature requests. This means that only bugs will be taken into account and there's no hope to see that incredibly recessive piece of code evolve toward something decent.

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  • SFA

    It rather depends on what people think makes a forum broken.

    And of course without having a list of features that are expected to work (Provided by the creators) it is impossible to know whether the perception of missing functionality is a breakage or a feature request.

     

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