Solspace Revamps Support

How add-on developers do support has always been different depending on the developer. Some use forums (like EllisLab did before switching to private tickets), other use just email, and some use other services like Get Satisfaction or the Devot:ee developer support forums.

Solspace has always used forums to handle their customer support and they’ve realized that it is no longer the right solution for them.

In 2007, we chose to run with a discussion forum style approach for providing support, and it’s been running that way to this day. I think it’s very fair to say that this approach didn’t scale well, and we’re a little behind today on how we provide support.

What’s the new way?

As of today, we are no longer providing support through the Solspace support forums (we’ll continue to finish up assisting customers with open issues, and the forums will continue to be publicly available as read-only). Instead, we’re embracing the ExpressionEngine® Answers site as the official site for posting “how-to” questions you may have regarding Solspace software. We will be actively engaging in the ExpressionEngine® Answers site and assist customers where we can.

In addition to answering help questions at Stack Exchange (ExpressionEngine Answers), Solspace also made available private support tickets that you can open if you are encountering a bug or issue with their software. If you are asking about implementation suggestions or questions, sometimes the fastest way may be to post to Stack Exchange and others in the community can help you, too.

Read the full Solspace announcement for all of the details.