A comment regarding how issues get resolved on the forum

Enscape Requests, Issues, Discussions Enscape :: General
1

Hi Enscape team,

I would suggest a review on how issuses / troubleshoot get handled at the forum.

Too many times we are seeing users reporting issues here and received a copy-paste stlye response from the team, such as " sending us an error report via the Support Button"

I would suggest taking a look at the Chaos’ forum and see how it gets handled at a much professional level.

Example - at Vantage forum:

https://forums.chaos.com/forum/chaos-vantage/chaos-vantage-issues/1230687-vantage-not-starting

https://forums.chaos.com/forum/chaos-vantage/chaos-vantage-issues/1194413-vrscene-fails-to-load

Also another good example is at the Rhino forum - where dev interacted with users actively.

None of those products are perfect in any sense but the engagement gives confidence to customers that the company is listening and working hard to resolve reported issues.

While here at Enscape, with the current way of “sending report”, has resulted in the information / solution hidden “behind the scene” and closed. The troubleshooting info fails to become useful for users running into similar issues.

Then what is the point of a discussion forum?

2

Often when possible fixes are listed in the forum threads, it takes pressure off your support team so they can focus on more unique issues or for handling customers that are not interested in trying troubleshooting by themselves.

Nothing worse than waiting days of back and forth with support to resolve an issue that could have been fixed right away if the fixes were posted.