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Blog | New Item Support! See How it Works

New Item Support! See How it Works

Posted By Brady Nord

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We are very excited to launch a new approach to item support. We heard from many of you concerning item support and decided it was time to innovate and make things easier for the community. Majority of complaints were that you could not search item comments and the fact that support is handled with comments rather than a forum structure. We began by experimenting with bbPress forums for each item but that ended up being too big and clunky for what we were looking for. What we ended up with is a customized approach to WordPress comments. We took the comments, added some meta data and a decent amount of Javascript to come up with a quick and more effective solution to item support. Take a look below to see how it works.

Topics

The first thing you will notice when asking a support question is Topics. If you are creating a new question (Not replying to a question), you will notice that you have to give your question a topic. Once you submit that topic, your topics will be listed under the Topics section. All support questions moving forward will be labeled Topics.

Mojo-Themes Item Support

Mojo-Themes Item Support

Mojo-Themes Item Topic Support

Search

Support search is something that we are proud to finally have. When you search a keyword, the topics and issues that match will highlight and be moved under a search results section. If you want to clear the results simply click the Clear Results link and search again.

Mojo-Themes Item Search

Issues

One of the challenges we ran into when making this change is what to do with existing comments. We felt the best solution for old comments would be to assign them under Issues. Issues are simply comment discussions previous to releasing this new version.

Mojo-Themes Item Issues

FAQ’s

Lastly, since we changed the Comments tab to say Support, we felt it necessary to give as many support resources as possible. If the item you are viewing has FAQ’s then you will see a topic based list of FAQ’s for quick support reference.

Mojo-Themes Support FAQS

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