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Too much like hard work to provide feedback

Permanently deleted user

I would really like a "Provide feedback" option on the help drop-down. Right now I might click resource hub, click support, then get some website window with a pile more options, then I stare and wonder what to do... then I give up.

I want one click off the help drop-down - a box opens. Maybe I qualify it with complaint, or idea, and then simply type and submit. Maybe attach a screenshot maybe if necessary. Done. The s/w knows who I am so I don't even have to log in or do anything.

In fact I could have done this without logging in and going on a public forum. Instead I would still be using Capture One - I would never have left and got frustrated. You do want me to stay in product - right?

Pretty please. Even Windows makes it easy these days though whether MS pays attention I can't say. Maybe this new feature should have an additional tick box to indicate if you are expecting a response.

In the meantime Capture One doesn't know that I think the diffraction correction feature in 20.x has gone backwards big-time. It used to be so useful. Now it is useless and just over amplifies noise in blurred backgrounds in my macro shots forcing me into using masks and local sharpening etc.

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Comments

5 comments

Date Votes
  • SFA

    If you want to have a direct personal communication with Capture One support use the "Submit a request" options found on most pages in the Community area.

    This is the equivalent of the old system's Support Case ticketing system.

    Also maybe bear in mind that C1 is using one of the more popular Help Desk applications of the modern era.

    I'm not a great fan of what it seems to offer but what we see here and the way it is implemented for personal support seems to be completely in line with how other companies have implemented it.

    C1, to their credit, seem to have taken the total self service solution for the "Community" to a far greater level with more successful coverage of products and services than I have seen from others using the same product.

    However, as ever, it is one things setting it up and creating it and a completely different thing persuading people to use it and use it well.

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  • ernst.w

    @SFA: I like most of you comment, you know. But in this case I cannot go with your opinion.

    > Also maybe bear in mind that C1 is using one of the more popular Help Desk applications of the modern era.

    > I'm not a great fan of what it seems to offer but what we see here and the way it is implemented for personal support seems to be completely in line with how other companies have implemented it.

    Does this help anybody? Look at what Peter Ward talked about... He doesn't care a pap if the complicate system of providing feedback is popular or used by by most other companies or not. And so I do.

    To make providing feedback hard work, feedback will not be provided. It is a similar way to answer each support ticket with "Give us a video that shows better than the screenshot you have attached to your ticket..." and so on instead of reading the ticket carefully and looking on screenshots that show the problem clearly. If going on with popular, complicate system of providing feedback it's only a matter of time. For every single customer long-suffering comes some day a point of no return.

    Kind regards
    Ernst

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  • SFA

    Hi Ernst,

    I thought it was worth pointing out that Zendesk seems to be well favoured in the Support Desk market so professionals in that area of corporate activity presumably feel that it offers what they need.

    I terms of functionality it is simple enough, surely, to add feedback to posts in this forum OR any of the articles in the support system.

    There is a comprehensive, all inclusive search facility that seems to work well.

    For direct technical support assistance there is the "Submit a request" option which is pretty much available from anywhere in the Community Pages.

     

    What Peter seems to be asking for is "Feedback" option in the Capture One menu system. The suggestion reads as if this would be another, different, option to anything that currently exists rather than just a link to the existing Community pages.

    So is that another system to create, manage, monitor and maintain?

    How do you ensure that the "feedback" offered is indeed useful feed back and not something of less value?

    How does one then guide people to the available on-line instantly available support that they have managed to avoid using in the first place

    Is it only available from a running instance of C1? If so how does one provide feedback if C1 is not running?

    But in effect if someone is logged in to their own computer and have decided that their life is simpler if they are auto logged into their C1 account all that it required is to use the "Capture One Support" option in the Help menu and then, in Peter's example, use the "Submit a request" option, select the appropriate target and type in one's observation, attaching files if desired.

    After that one gets an email in recognition of the activity, a reference number and the possibility to see the requests recorded in the "My requests" option associated with the previously mentioned login account.

    Is that really too much effort to report something that one feels is important to communicate?

     

     

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  • Permanently deleted user

    ...to SFA - I don't think the underlying support platform is relevant - also I thought Salesforce was the where everyone was migrating to as it can handle all your support; sales; CM; licensing; its in the cloud from the get go; strong security to AWS standards almost, big on privacy (thinking GDPR), blah blah blah. As regards Zendesk it just crashed on my with MS Edge with a JSON error. Couldn't sign in. Even if I closed the browser and navigated to capture one via google - same problem. I had to launch Chrome. No problem. For a time I was thinking I wouldn't be able to do anything at all.

    In regards to the ease of submitting something, it was after I posted yesterday that I noticed "Submit a request" on the forum page. I went Duh! Case proven.Give me a direct way in via the help menu or some local UI that messages the support platform.

    If there were a way of making a submission from the help menu - even if it linked to the web page (possibly with some different authenitcation /identity management via the license info embedded in the installation) then that would be a step forward.

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  • Permanently deleted user

    Apols for CM read CRM, and just cashed on me (not my)... too much haste

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