6 Comments

  1. pdblizzard says:

    Hey Matt! My Android native gmail client wouldn’t display some of the content in your mail, and displayed large error messages. Would you like to see screen shots?

    1. That’s just how it works, those are rich content, oEmbeds and email just doesn’t support that. But maybe then email readers will click through to the site for the FULL oEmbed experience :-) Thanks for reading!

  2. Hi Matt,

    thanks for sharing your tips. I have a similar filter set up in Apple’s Mail as well and it works great.

    I wanted to pick your brain about closing threads. Users don’t always do this on their end or reply if an issue is fixed for them, or when they walked away. When do you consider a ticket to be “resolved” and add that attribute?

    1. It depends on the plugin a bit, but generally I aim to get an actual confirmation from the user that the issue is resolved, so I’ll follow-up if I don’t hear from them. If it’s been a week with no reply, I’ll close with a comment. If I get confirmation that all is well, then I follow-up with a request for a 5-star rating #ReviewsMatter that follow-up system for me really encourages user-loyalty to the plugin and increases my ratings a lot as well. It takes work though — all good support takes hard work. Thanks!

  3. Ex Supporter says:

    > .. WordPress Slack #Core channel is VERY interesting ATM. Login and contribute!

    LOL, contributions and suggestions not matching some obscure secret automattic agenda will get a nice label “Won’t fix” or “Enhancement” or “Plugin / Theme Interoperability” or even “Invalid”, that’s it.

    No more motivation to work in any support forums for WordPress at all, that’s it.

    1. Thanks for the drive-by comment based on a Tweet I sent that has nothing to do with this article. Did you read the article? Have any questions or comments about that at all?

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