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Dustin (ism) wrote in userdoc,
@ 2003-11-03 09:02:00
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    Client Support Requests
    I'm not sure where to put this.. so I'm guessing it would be here. Anyways, there should be a notice somewhere (possibly the support request submission page) that tells users to include their client info (which client and platforms they're using) when entering a request about client help.


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empyreal
2003-11-03 12:08 (link)
Agreed, it would be helpful, but doesn't it already show on their user info page near the bottom?

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hourglass
2003-11-03 12:20 (link)
if say, they're talking about not being able to post with a particular client, the client-listing wouldn't help.

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Re:
ism
2003-11-03 13:39 (link)
Yes, but sometimes some people use more than one client. If the problem they are having only happens with one of the clients they use, and we answer for the other client, it may not help them.

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hourglass
2003-11-03 12:22 (link)
That's only client specific and not to the other categories, we can always comment on the request to tell the user to reply with the client in question. This has the advantage of telling us what client is causing the problem, instead of users submitting just the client they're using.

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ism
2003-11-03 13:42 (link)
"...tell the user to reply with the client in question..."
That's actually how I meant for it to come out - not the general list of what clients they're using, but rather, what client(s) they're asking for support about.

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hourglass
2003-11-04 09:12 (link)
I'm thinking this would require a patch actually. Will take a while, since there's a whole lot of other things we'd like to update for support.

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