LemonStand support is evolving

4 | published by Aleksey Bobkov on Sunday, January 09, 2011

In a few days we'll be changing how we provide the customer support.

The forum was a good solution in the beginning. It was also a good for way for us to openly demonstrate the quality of support we provide. But, now that our customer base has grown we need be more organized with how we provide support. We decided that a custom ticket system would be the best way to be more organized, and continue providing quality support to all our customers.

Although the ticket system will replace the forum in regards to official technical support, we will still actively maintain the forum to discuss technical stuff with the community, announce news, receive suggestions and so on. And of course, the community will use it to interact, share and collaborate. However the forum will not be a place for getting time sensitive technical support from our staff.

We will be reading and responding to forum messages as time permits. Hopefully that's regularly, but official support tickets and further product enhancement will take priority and our level of activity will depend on the current workload in these other areas.

Introducing the Ticket system

The ticket system will be integrated into the My Account area on the LemonStand website. When we publish it, you will find the Tickets tab on the My Account sidebar.

The ticket system simplifies some tasks common for software support service. It supports multiple file attachments with inline image preview and code blocks with syntax highlighting. Tickets can be closed by customers, by our support team or automatically, if we do not get a response from you within 6 days.