I had some thoughts about support and i want to share with you.
Everybody knows, to submit a ticket takes long time, but even the time is less, authors want sometimes, some extra help (mostly beginners), and i understand the team can’t send again and again replies to 1 author and at the same time need to do extra work.
But, I think all is about management. I’m not the perfect guy, i want to help with a suggestion.
As you can see, envato is a big marketplace and do steps again and again to be perfect!
But the important step here is not to create the perfect badges, the perfect forum and other similar first. Yes of course, you need all but support system is going back. That’s my view.
What i suggest? I understand an online chat to solve issues (important: rejected items) is too hard work, but i think can.
For example: I have an item, and support it 100%. If item have 10 downloads every month, and i have 7,8,9 questions from 10 buyers, i can answer right? Yes! But if next month have 100 downloads, and i have 80 or 90 or 100 emails from buyers or next month i have an item with 1000 downloads and need to answer to all of them, what need to do? To close the support option or to pay for someone else to help me?
I understand there are too many authors here. But the “problem” is envato need to see us like buyers not authors only. Don’t forget, if we still alive here, buyers will coming again and again. So, what we need? A little help sometimes…
So, there are jobs for reviewers… It’s time to create new job category for “Live Chat Support”, don’t you agree?
And one more thing about chat. I don’t talk about chat like facebook, friend with friend. For example to be some rules, like every author in day to have 3 questions only. Or envato will accept this and this and this questions about this and this only…
This is my suggestion, and i want to hear yours. Maybe someone to know more details about support issue, i don’t know everything… That’s why there is forum! : -)