Getting Timely Support For Your Premium WordPress Themes & - - PowerPoint PPT Presentation

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Getting Timely Support For Your Premium WordPress Themes & - - PowerPoint PPT Presentation

Feb 12, 2024 100 likes •521 views

Insider Secrets For Getting Timely Support For Your Premium WordPress Themes & Plugins Personnel File Name: Justin Ferriman Gender: Male Age: 31 Height: 58 (on a tall day) Weight: Fluctuates by season Profession: Co-founder &

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Insider Secrets For Getting Timely Support

For Your Premium WordPress Themes & Plugins

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Personnel File

Name: Justin Ferriman Gender: Male Age: 31 Height: 5’8 (on a ‘tall’ day) Weight: Fluctuates by season Profession: Co-founder & CEO, LearnDash Likes: Wife, WordPress, e-learning, chess, soccer

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+28,000 (past 2yrs)

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Sound Familiar?

You Write:

Really enjoying the product but I’m running into a small issue. When I activate the plugin I receive a 404 error on certain pages. Looking forward to a reply, thanks!

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Sound Familiar?

And you wait…

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2 Hours

You Write:

Just wanted to follow-up on my original question. Do you have an update?

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3 Hours

Support Reply:

Did you happen to test for plugin and/or theme conflicts?

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3.5 Hours

You Write:

Thank you for replying. Do you have a list of known conflicts? I can have a look to see if any of those are installed.

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8 Hours

Support Reply:

We do not since there are so many different configurations possible on a given site that a conflict

  • f a certain plugin on one installation wouldn’t

necessarily apply to another. Do you have a development environment where you can turn off all

  • f the plugins and theme?
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24 Hours

You Reply:

Okay, I contacted my host and set-up a development

  • environment. Deactivated all plugins except yours

and used the generic TwentySixteen theme. I still have a 404. What now?

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31 Hours

Support Reply:

We will need to raise your ticket to our Level 2 tech

  • support. Can you please provide admin and FTP

access to your site?

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33 Hours

You Reply:

Okay, sure. Details are below. How long will it take? I need this done ASAP.

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40 Hours

Support Reply:

Password doesn’t work, can you re-send?

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Simple Formula

We have all been there, but today I will share with you a simple formula for drastically decreasing the time to resolution for your support requests. Yes it works with themes. Yes it works with plugins.

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First…

Set-up a Dev Environment

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Next…

Test for Conflicts

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Open a Ticket

  • Start by being polite
  • Provide brief explanation of situation
  • Describe the expected result
  • Describe the issue
  • Explain steps already taken
  • Provide steps for recreation
  • Supply necessary credentials
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Example

Hi Support- First, I have to say I’m really excited to start using your plugin – what a great idea!

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Example

Hi Support- First, I have to say I’m really excited to start using your plugin – what a great idea! I am attempting to create a sign-up

form that is only displayed to certain user roles.

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Example

Hi Support- First, I have to say I’m really excited to start using your plugin – what a great idea! I am attempting to create a sign-up form that is

  • nly displayed to certain user roles. It works for Subscribers,

but Authors are shown a 404 page for their form instead of showing the unique “Author” form.

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Example

Hi Support- First, I have to say I’m really excited to start using your plugin – what a great idea! I am attempting to create a sign-up form that is

  • nly displayed to certain user roles. It works for Subscribers, but

Authors are shown a 404 page for their form instead of showing the unique “Author” form. I deactivated all plugins and used

the TwentySixteen theme but the issue still exists.

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Open a Ticket

  • Start by being polite
  • Provide brief explanation of situation
  • Describe the expected result
  • Describe the issue
  • Explain steps already taken
  • Provide steps for recreation
  • Supply necessary credentials
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Example

Below are admin and FTP credentials to my development environment.

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Example

Below are admin and FTP credentials to my development

  • environment. To see the issue:
  • 1. Log in as the admin.
  • 2. Go to the USERS menu and select an Author

user role using the “Role Switcher” plugin.

  • 3. Navigate to http://www.mysite.com/author-form
  • 4. The 404 message displays.
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Example

Below are admin and FTP credentials to my development

  • environment. To see the issue:

1. Log in as the admin. 2. Go to the USERS menu and select an Author user role. 3. Navigate to http://www.mysite.com/author-form 4. The 404 message displays.

Thank you so much for your time. I look forward to your reply. Please let me know if I can supply you with anything else.

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Open a Ticket

  • Start by being polite
  • Provide brief explanation of situation
  • Describe the expected result
  • Describe the issue
  • Explain steps already taken
  • Provide steps for recreation
  • Supply necessary credentials
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One More Thing

It’s very important.

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One More Thing

I ask that you trust me on this.

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One More Thing

For the sake of getting your issues resolved.

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One More Thing

Never

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One More Thing

Ever

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One More Thing

Under any circumstances

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One More Thing

Say

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One More Thing

“ASAP”

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Thank You

@justinferriman @learndashlms LearnDash.com