It's too bad that Sparkol didn't implement one of the existing commercial Help or Forum systems. All of the features I describe below are already implemented there.
So will start sharing version 2 screenshots and information on 9th June (Monday).
There are other posts with ideas on how to fix this forum. Here is one good one:
Thanks for your detailed feedback Dave. We did use an existing commercial help system. It's particularly good in some areas, such as ticketing, but more challenging in others. I'll add all your points to the list as we continue to assess how well the support pages are working.
I investigated Freshdesk and noted that it DOES have icons for company representatives, see image below.
Gabriel and co.,
Yes, please, please, PLEASE adopt something more along the lines of a Zendesk or Freshdesk support site approach.
While these two solutions aren't magic bullets by any means, they're so widely deployed that end users at least understand how they work. The thing that has always gotten on my nerves about VideoScribe's support site is that it is unique in terms of both organization and execution ... and I mean "unique" in a bad way.
Customers typically end up here because they have a problem or a gripe with the software, which may be due to "unique" (again, bad/bizarre) design implementations in the software. So it seems ironic, counterintuitive, and even obstructive to then build an equally "unique" support site.
Thanks Dave. Jason, what specific aspects of the Freshdesk approach would you like to see (bearing in mind that this IS Freshdesk)?