Nicetalk

[Mitchell]

Hi Bruce,

I was asking for help on an issue that I couldn't resolve it and no one in the froum could help me either, therefore I tried NiceTalk but Inkhram told me that he is not allowed to help me, he told me he has been briefed by Bruce that he is to only answer Pre-Sales and Critical issues.

Is that mean that we as an existing user can not use the Nicetalk unless it is Critical issue?!

I do not understand what kind of Pre-sale question is that difficult that a programmer has to answer it, programmer has to prioritize them to technical issues and therefore can not answer existing customers inquiries or problems?

I am sure most of the users can even answer pre-sales questions, why a programmer?

Cheers
Mitchell

[Bruceper]

Programmer support is offered through the help desk, and has been for some time now.

Live help was being abused by customers constantly asking questions that could be answered easily and relatively quickly in the forum or the help desk. Many answers were also available on the forum by simply searching.

As for pre-sales questions, they should be answered by myself or someone from Nicecoder so that users know they are getting an "official' answer. I can fully appreciate users wanting to help or offer their own answers, opinions or feelings, but some visitors want to see "official" responses.

I have always disagreed with the whole live support thing. It brings in yet another place for users to ask questions but I don't see them. And if there's an issue that isn't resolved I don't know about it.

I'm all over the forum and the help desk like a dirty shirt. No questions get asked without me knowing about them, which gives me the ability to ensure responses are given in a timely manner.

It also ensures that a programmer's time isn't taken up by asking questions that I can answer. It also means I can crack heads when someone doesn't answer a ticket that I have escalated to Level 2 (one such ticket happened today, and it was resolved very quickly).

So Nicecoder no longer technically has Live Support, we have Live Chat. Support is offered via the forum and help desk.