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Rank: Superstar  Joined: 4/13/2008 Posts: 397 Location: Coolah NSW
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I note that most of the members of my-shop are members here. I have just opened a store there too and am having quite a few problems working some things out.
Lucie has a lot on her plate and can't help us immediately so a place where we could ask questions of other users would be very helpful eg. seeing if someone else has had the same problem and maybe worked out the solution.
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Rank: Bit of an Addict
Joined: 5/30/2008
Posts: 174
Location: NSW
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That's a great idea. I have worked mine out and am more than happy to help others out.
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Rank: Administration  Joined: 12/16/2007 Posts: 2,569 Location: Sunny Perth
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What I'll do here- is pin a topic in the "Your Website" forum  That way it's always at the top. If it gets bigger, I'll definitely put up a forum of it's own - but for now I'll give this a try.
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Rank: Superstar Joined: 4/13/2008 Posts: 397 Location: Coolah NSW
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Rank: Bit of an Addict  Joined: 1/19/2008 Posts: 220 Location: Melbourne
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Actually, support is offered through www.multimediart.com.au/esupport and will always be avaliable to help with issues. Annette, I put your emailed questions in the support area and answered them and have yet to hear back from you, and so I assumed that my answers had resolved the problem. If you still have questions or didn't get my email with the details on how to access the ticket area please let me know. Kiera, I would prefer it if you don't set up a forum or thread here. I have other staff handling support (not just me) and I can't expect them to have to check other forums as well as where they already manage. Setting up a forum on My-Shop's own website for clients to discuss questions etc with each other is also on the cards. If people are keen for it I'll move it to the front of my 'to do' list. If there's an issue or problem with the system, my techs and I really need to know about it, and so please approach us directly. Of course you are always free to post in forums about it also, but if you don't also notify us we are unable to help. I would hate to have something slip by that was really important. Thank you!
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Rank: Administration Joined: 12/16/2007 Posts: 2,569 Location: Sunny Perth
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As Lucie has requested, the thread has been un-stickied. And she raises a very valid point - if she doesn't know about issues, she can't help - so please be sure to use Multimediart as your first port of call for support! Of course, feel free to raise questions in the forums- that's what we're here for - BUT please be sure to use Lucie's support service first! Many thanks.
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Rank: Superstar Joined: 4/13/2008 Posts: 397 Location: Coolah NSW
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Thanks Lucie
I was thinking of this more for small 'duh' queries - where it is something that we know others have done but can't seem to work it out for ourselves.
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Rank: Part of the Furniture!  Joined: 5/4/2008 Posts: 924 Location: Melbourne
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... or the times in the middle of the night... or on weekends... when you really want to finish what you've started.. but you've hit a brick wall. It's handy to know others who have experience with the system and can answer your questions immediately.
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Rank: Bit of an Addict Joined: 1/19/2008 Posts: 220 Location: Melbourne
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Thanks Annette, I agree a forum would be useful but had not yet started one as My-Shop is still a new service, however I will get one started up. Having it in a place that can be easily found and monitored by all My-Shop clients (as only a small percentage are members here) and my staff will give the best result. Jodie, that's the reason I have the support ticket system, so there are staff always on hand to answer questions. There's no guarantee someone is avaliable on a forum immediately either and so I think lodging a support request with my staff and also posting if you want to is the best choice .
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Rank: Bit of an Addict
Joined: 5/30/2008
Posts: 174
Location: NSW
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Thanks for the link again Lucie, I cannot locate your email and could not find any info on your website about the support.
The reason I posted on this forum was because I had emailed you Lucie and hadn't heard back so I thought I'd throw it out there to see if anyone else knew anything as I know you're really busy, and I know there are a few My Shop users here.
I will check out that link and see if I can work out what I'm doing.
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Rank: Superstar Joined: 4/13/2008 Posts: 397 Location: Coolah NSW
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Good point Lisa. I know I looked on the my-shop site and on the admin panel in my-shop/admin but couldn't find a link to further help/support. Thus I was emailing Lucie through the contact us link in the my-shop site.
Making the support desk easy to locate is important.
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Rank: Bit of an Addict Joined: 1/19/2008 Posts: 220 Location: Melbourne
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I did send an email out with the all the helpdesk details out to everyone about a month ago when I migrated to that from email support, perhaps it didn't arrive? The link to the helpdesk is on the multimediART's site contact us page, but I must have missed putting it on My-Shop's. Thanks for letting me know and I'll add it now. Lisa, I got your email yesterday after your post, but nothing before. This is in part why I swapped to the ticket system, as emails can go missing or end up in spam folders etc. Anyway, I think the issue is pretty much resolved now. As mentioned in my first post I'm more than happy for you to ask questions on forums or anywhere you wish, my only issue was with a dedicated area named 'My-Shop help' anywhere other than my own services. This is because people could become confused or get upset because they weren't getting answers on a 'My-Shop' forum here. I know you guys know this isn't my site, or that My-Shop isn't owned by WahmNetwork, but it could get confusing for someone who's new or finds it in google. I'll be setting up a dedicated forum on My-Shop, and if I do see a question here I'm happy to answer here too. If anyone wants to discuss it further, you're more than welcome to email me .
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