These forums should be moderated or at least, have guidelines

Permanently deleted user

• October 22, 2020 22:31

I look to this forum to learn about Capture One and to get ideas on how to take advantage of the features. Over the past few months I have found the Capture One forums to be pretty frustrating. People are using the forums as a means to request sales help or, issues that clearly require a support request.

I think this can be resolved by pinning a post explaining what the purpose and limitations of these forums are and, what to do if they have a purchase problem or other specific issue not related to purpose of the particular forum. I understand that there will be grey areas but, if you could explain that sales and support does not monitor these forums and what to do if they need sales or product support, that would help to keep these forums to what I suspect is their intended purpose which is to help facilitate the use of Capture One and ask for help from all the experts who participate in these forums.

To be clear, I am not saying sensor the forum. I am asking Capture One to be more proactive in it’s support of the their product in the forums.

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  Emile Gregoire

  • October 27, 2020 08:24

  Better yet, I would love to see active participation of C1 staff. It would make the forum so much more relevant to have actual support staff explaining the choices of design and functionality that the developers made and how to use their strengths and avoid their weaknesses.

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  SFA

  • October 27, 2020 12:03
  • Edited

  Using the current Zendesk application for almost the past year has resulted in more regular direct involvement of C1 personnel than used to be the case.

  I think the general approach objective is to create and curate some useful documentation that can then be generally referenced for the benefit of all without the need to answer repeating questions individually and so avoiding the delay the asking a question and receiving an answer usually implies.

  Whilst that approach is unlikely to deliver a 100% answer rate (unless the support approach has been in place for a long time and the products have never changed) the effort applied in the past year seems to have produced a very comprehensive and useful set of articles and other support material all easily searchable through a single source point.

   

  That is exactly the objective of this sort of support approach. Many attempt it. Not all succeed.

  This site, especially as it has matured and expanded in recent months, is one of the better examples that I have experienced.

  The articles cover all aspects - Sales, Technical questions, how to use questions and broader questions not especially related to C1.

  But as there will always be people who will not search for themselves (or in the case of language differences maybe cannot find a successful search) there will always be some sort of "clutter" in the forums.

   

  It would indeed be somewhat useful to have a header post for guidance but then the old forum had something like that an no one ever seemed to read it. It also takes up screen space which, in the current format, is at a premium.

   

  So while I totally agree with the idea on the basis of past experiences I very much doubt that it would have much of an effect unless someone can come up with a fresh approach that proves exceptionally effective.

   

  It's worth a try to seek out such an approach.

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