CurseForge

3066 - Custom notice/instructions on Create Ticket page

It would be great if we could specify a custom text block to display at the top of the Create Ticket page of our addons instead of the "How to file tickets" link.

The default "How to file tickets" link has several problems:

  1. Users probably do not bother to click on it.
  2. Users who do click on it probably do not bother to read all of it, since it is very long.
  3. Most of it is not really helpful -- I think users can figure out what "Title" means without a paragraph explaining it for example -- and this makes it even less likely that users will read any of it.

Custom text would have several advantages:

  1. Addon authors have different practices for handling tickets. For example, I will generally close a ticket if it's been waiting on a response from the submitter for more than 10 days. There's currently no good way to communicate things like this; I have it written at the top of my custom ticket template, but this is not really ideal.
  2. It's very common for complex addons like Grid that I will want to see the submitter's saved variables file. Many users, however, likely do not know where to find this file on their computer. Instructions would really be too much text to include in the ticket template, but I'd like to be able to provide a link users can click on to get such instructions if they need them. Same goes for screenshots. Not all users know where screenshots are stored on their computer.
  3. Similarly, there are some other instructions that I feel are very important (eg. please do include the actual version number, please don't include 500 lines of locals and installed addons with your error message) but are more text than I really like having in the ticket template.
  4. It's not obvious how users can subscribe to e-mail notifications of ticket updates. I'd like to be able to mention that, as well.

Placing a limit on the number of characters would be reasonable, as users should not have to scroll through a whole screen of instructions to get to the ticket form, and such lengthy instructions would be counterproductive anyway, as most users would not read them.

User When Change
Torhal Jul 24, 2013 at 19:32 UTC
Phanx Apr 22, 2012 at 23:33 UTC Changed description:
  The default "How to file tickets" link has several problems:

  1. Users probably do not bother to click on it.
- 2. Users who do click on it probably do not bother to read all of it.
+ 2. Users who do click on it probably do not bother to read all of it, since it is very long.
- 3. Most of it is not really helpful; I think users can figure out what "Title" means without a paragraph explaining it.
+ 3. Most of it is not really helpful -- I think users can figure out what "Title" means without a paragraph explaining it for example -- and this makes it even less likely that users will read any of it.
  Custom text would have several advantages:
  1. Addon authors have different practices for handling tickets. For example, I will generally close a ticket if it's been waiting on a response from the submitter for more than 10 days. There's currently no good way to communicate things like this; I have it written at the top of my custom ticket template, but this is not really ideal.
  2. It's very common for complex addons like Grid that I will want to see the submitter's saved variables file. Many users, however, likely do not know where to find this file on their computer. Instructions would really be too much text to include in the ticket template, but I'd like to be able to provide a link users can click on to get such instructions if they need them. Same goes for screenshots. Not all users know where screenshots are stored on their computer.
  3. Similarly, there are some other instructions that I feel are very important (eg. please *do* include the actual version number, please *don't* include 500 lines of locals and installed addons with your error message) but are more text than I really like having in the ticket template.
+ 4. It's not obvious how users can subscribe to e-mail notifications of ticket updates. I'd like to be able to mention that, as well.

  Placing a limit on the number of characters would be reasonable, as users should not have to scroll through a whole screen of instructions to get to the ticket form, and such lengthy instructions would be counterproductive anyway, as most users would not read them.
Phanx Apr 21, 2012 at 03:54 UTC Create

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Facts

Last updated
Jul 24, 2013
Reported
Apr 21, 2012
Status
Declined - We decided not to take action on this ticket.
Type
Enhancement - A change which is intended to better the project in some way
Priority
Medium - Normal priority.
Votes
1

Reported by

Possible assignees