Assuming people are able to find these forums, is there a plan for any more frequent and consistent Autodesk participation in all of these forums?
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Guillermo Melantoni We just had a problem fixed with our Zendesk settings. As long as people post within the topics, we'll receive them via email and respond as quickly as possible.
So yes, we'll answer questions and talk about new ideas on the forum, and answer support tickets when you submit a ticket.
I'd suggest to use community when the resolution of a topic can be useful for everyone else. For specific issues with the applications, please submit a ticket. -
Glenn Reimche Thanks Guillermo.
Does this mark an official switch from email support? Because that would be a good thing.
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Guillermo Melantoni Email support has been discouraged once we moved to Zendesk for tickets. What was missing was the community aspect, which we are now transitioning from Get Satisfaction into Zendesk. So we have one place to track, and a landing page that should solve most frequent issues (with the FAQ).
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Bob Krause I would again suggest that Autodesk change the Support links on the site itself to direct users to a viable public discussion forum. I believe email should email should ONLY be encouraged for account-specific questions. This will provide all users with visibility on the eerie ceo others are having and benefit from the advice they got, both from Autodesk support and from other users.
- Bob
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Guillermo Melantoni That's exactly where are are going. Unless we missed something, there are no links to the Tinkercad email any more. Need Help takes us directly to Zendesk. We now need to make it more clear upon landing there that we have support for personal issues, and a community where to share issues/ideas/complaints with a general audience.
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Bob Krause It doesn't appear that this is EXACTLY where you're going, but perhaps this forum is still a beta...
Beyond the standard questions, your FAQ page a link to Browse existing topics (2 links actually. ???), and to "Submit a Request". I assume the request link creates the support ticket you refer to. If users are to be encouraged to always create a new ticket, then those tickets MUST be public and users MUST be able to add their own comments and view full information on the issue, to include its description, official and unofficial responses, status, workarounds, etc.
Anything short of that leaves us right back where we've always been -- using a closed system.
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Guillermo Melantoni This page is still in flux. The thinking and what you'll see in the landing page is three options:
1. Link to FAQ, where you can check the frequent questions, which should already give you results for a lot of your issues.
2. Submit a request, which would allow you to send us a ticket. This is a private communication with us, ideal for issues where you need to disclose sensitive information (requests for kids approvals, deleting an account, migrating content from accounts, etc)
3. Community Forum, which is the place to post questions/comments/requests, for everyone to see and contribute to. -
Bob Krause You mean use a ticket ONLY when a problem relates to their account. In all other instances, for all other problems not related to their password, their kids, their payment information, etc. they will be actively encouraged to use a public forum.
Right?
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Guillermo Melantoni Yes. Tickets for anything personal. Community for everything useful for everyone.
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Glenn Reimche Speaking of Tickets, one should be able to Open a New Ticket from the "My Activities" page, which lists all your tickets, rather than have to go back to the Help Center.
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