I'm really disappointed with the new format of the support forum.
Whilst it's important to be able to search the forum, the results are not always accurate and I've actually found it really helpful to be able to simply browse other threads & see what other users are discussing and having issues with. This has helped me in the past to rectify issues without having to raise a ticket and has also given me ideas for my own sites. By removing the ability to see what else is going on, you've effectively isolated us all from one another and you've suddenly shut the door on making the most of Toolset.
I cannot see where this new format benefits your users. Can we please have access to browse tickets back again.
Do you mean that list of threads that appeared previously below the search, and that was completely irrelated to the actual search?
We removed it because it has been complained about this results and list for several years now. With good reason, of course.
It was really not usable. The search did never return any thing usable to anyone. We have had several such reports.
I agree that it is very nice to just "surf" in the tickets.
And that can still be done, of course.
On the page you mention (https://toolset.com/forums/forum/professional-support/) you will see there is a sidebar.
That sidebar has a button right ton the top:
"All Support Tickets".
If you click there, you can do exactly what you require in this ticket:
https://toolset.com/support/support-forum-archive/
Is that what you where looking for?
Hi Beda
Appreciate your swift response - thank you.
Yes, I mean the list that used to appear below the search box when you first landed on the 'support-2' page.
I am SO relieved I can still browse all tickets!! I hadn't actually noticed that 'All Support Tickets' button and even now I would assume it meant all MY support tickets rather than the archive it actually is.
I do agree that the support forum landing page is cleaner than before and the option to search amongst resolved tickets only is good although I have to say I find the number of results returned in any search to be on the (very) low side. This has always been my feeling and it's a particular frustration but even more so now! As an example, I've just performed a search for 'post expiration' (a fairly well documented topic I feel) and only 3 threads were returned. I myself have raised tickets on this topic and none of mine were included. Also, there is now no indication in the results of how old each ticket is. I have found that quite useful.
I do appreciate it's not possible to please all the people all the time but if a support forum is to provide the best support and help people to help themselves, search results need to be as comprehensive as possible allowing the user to decide how many they look at. Obviously I don't know what criteria/restrictions you have applied to searches but IMHO they need to be relaxed!!
One other question/comment: I've noticed tickets containing <u>hidden link</u>. Has this been used to replace links in old tickets or will any links we add to tickets now display as <u>hidden link</u> and only be viewable by support personnel or how do they work?
I have to say I find the number of results returned in any search to be on the (very) low side.
This is probably due to the new search method.
Previously, a lot of results where returned.
None applied to the question usually.
Now, less result but matching ones are returned.
We consider many parameters, such as tags, title, context and solution provided (if any).
Right now this might need some time to kick in because for example when you want the option to search amongst resolved tickets only, it will take only tickets where a supporter provided a solution.
This might need a bit of time until several such tickets receive a updated solution.
But, I see that search is simply broken.
There should be many many more results for "post expiration".
There are errata only thou, no tickets.
I reported that and we'll fix it.
Also I asked to add the post date to the results list. This is useful - specially to determine if the solution might or might not work nowadays.
The hidden links are expected.
We use a whitelist of links that get parsed (mainly our DOC links of course) and the rest is hidden.
It's of course visible to us supporters in all cases, and for you in your own threads.
Thank you for the report!
Excellent Beda, thank you I really appreciate you taking my comments on board and passing them on. Am happy to see how the searches perform with a bit more time and a bit of tweaking.
Bye for now
This is now solved.
Can you also confirm that now the search is much more satisfying?
Hi Beda
Yes, this is much better now thank you! If the returned results could be sorted by newest first, that would put a cherry on the cake!! 🙂
