I absolutely hate the new forum layout. It is unfriendly, hard to navigate, hard to use.
YUK
Date
Votes
18 comments
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Scott Higdon I am confused by the new forum. It seems to be dumping me back into the FAQs and not a discussion board. In the previous version, i could track certain messages and know when a new topic was being discussed and often, this gave me a heads up in case it happened with my BS units, now I can't even find my old posts.
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Mkeen I agree this is awful. Please go back to the old forum-there was nothing wrong with it.
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Brian2 The worst thing about this forum is that it does not work.
Previously most questions were replied to within 24 hours.
I have two questions, listed as "Being processed". One has been waiting for a reply for 5 days.
The other has not yet had a reply for 22 days.
Please can we go back to a reasonable support forum ?
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Lyndon Thanks for your input. I'd like to point out some features of this new forum.
Finding Posts
If you click on your name, you can click on Topics to see any threads you're involved in and Topic Comments to see the actual comments you posted. So, you can easily see what tickets you're participating in. For tracking, you can click on the Subscriptions tab for any threads you have subscribed to.
Searching
In the left bar, you can click under search, where it says all, and choose to only search the forums or a specific forum. So, you can limit the search to a specific forum so you don't see faq results. I have requested that settings be changed so that more recent posts move topics to the top.
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Brian2 Damned if I can find a link with "My name" This new forum is more like the game "Where's Wally".
At least with the old forum you could read a short description with the topic header, now you have to enter each thread. Like I said 'It's too hard to use.
The old forum wasn't broken, why fix it ?
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Lyndon Just to clarify, you can't click on "Brian2"? It's not a link for you? The old forum was on Roku's server. It belonged to Roku, and we're not longer a part of Roku.
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Brian2 You wrote "If you click on your name, you can click on Topics to see any threads"
Where do I find "your name" ?
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Lyndon When I click on this thread, for example, I see the username for each poster, you as well as myself on the left side. That username is blue and I can click on it to get more details about my activity or your activity on the forum. If that's not something you can see, then the forum might not have the proper settings.
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Brian2 Then the forum definitely does not have the proper settings.
See screen shot file attached.
There are no Hyperlinks in blue or any other color for that matter.
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Lyndon ok, I'm checking with our admins to get that fixed.
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Brian2 When is this forum going to be fixed ?
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Lyndon Our web team is looking at what changes can be made to this forum feature in Zendesk.
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Brian2 Another problem with this really crap forum layout is there is no way to edit or change a recently posted comment.
If you hit the edit link all you get to change is the original post.
C'mon guys, you have a great product, you used to have great support.
Do you really want to pull it down because you can no longer give good support through the forum ?
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Lyndon All of your comments and concerns about the forums have been relayed to the program manager and the web team. I will add this to the list of items to fix.
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Brian2 Hello...........Still waiting, waiting, waiting.
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Hilton Travis Honestly, this is the worst forum experience I've had, and I've been around since the FidoNet days! :( It is a horrible user experience. :(
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support@brightsign.biz We're working on improving the forum section of support. Several items have been mentioned and I've listed them below in priority order.
- Effective, timely responses to all forum posts.
- Enabling profile page viewing for end users (including exposure to tools on that page).
- Comment editing, not clear that we'll be able to do anything about this one.
We'll continue to update this forum thread as we make changes and improvements.
Background: The Zendesk implementation we're using was optimized and released exclusively to address our ticketing system needs more than 18 months ago. When we moved our Forums over from a server hosted at Roku earlier this year, the features needed for effective forum use had been hidden.
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support@brightsign.biz We have made some improvements to the support section that I hope really help.
- We have provided access to your own personal profile page. You can access this by clicking on your name in the top menu bar at the right.
- We have promoted the FAQ and Forum directly to the main menu that you can see right next to your ticket menu items.
- We have promoted the Forum Top 5 items to the left hand navigation on all support parent pages.
- We have refactored the Support Menu in the left nav to promote the Forum
- We have removed most, if not all, of the ambiguous language that mixed the FAQ and Forum together
Other items to look for that might have not been so clear before:
1. The "Overview" and "Recent" buttons that give you different looks at the content within each section, FAQ and Forum.
2. The "Subscribe" button that allows you to sign up for email notifications for any topic, group of topics or the whole forum.
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