We're trying out a new help center platform, and I'd love to have some of you kick the tires before we expose it to a wider group of users.
You can check out the new help center here: http://geni.zendesk.com. Please let us know what you think.
Looking good. As far as I can see, the required mechanisms are in place to make this an excellent tool for combining community- & Geni staff efforts.
One of the things that I found/find most frustrating with the old/current system is that there was virtually never any follow-up after the auto-reply. Things probalbly got fixed/adressed but there was no "closing of the loop" so the only way to check if something was adressed was to try it again, and again, and...
This was not a shortcoming of the system but the applied use of it.
I'm keen to see if this new system frees up time for Geni staff so there is time/resource for closing the loop once something is adressed.
Keep up the good work !
Noah, as I understand it, this Help Center is for "asking questions and posting feature requests in the knowledge base." Where are we supposed to report problems with Geni? For example:
- The "technical difficulties" message
- The "stack overflow" message
- The "unable to create citation" message
- Events that are listed out of sequence on the timeline, e.g. death before birth or burial before death
- Inaccurate calculations of age on the timeline
- Source documents that fail to load from the Internet because their URL is truncated by Geni
- Searches that fail to find profiles that exist
- Images of documents uploaded from the Internet that are truncated on the right.
@joe For now can you post those in the Community Help section? We're still figuring out the organization, and we may find a better place for these in the future. But we'll be monitoring that section and will find bug reports. Placing them there will also help other users with the same issue add on to your report.
Per your request:
"Please start asking questions and posting feature requests in the knowledge base."
I have requested an enhancement for support of adoptive parents, which apparently has been discussed for over three years. There appears to be general agreement that Geni is seriously lacking without this support, so I formalized the request in the new Help Center. (Request No. 8)
Eager to see how the new Help Center works, I checked on my request and was surprised to discover that its status was "Solved." However, on closer scrutiny I found that there was no solution and that the request had simply been moved to a list called "Feature Requests."
The "Feature Requests" list has four items on it. All are tagged "Most Popular" and "Recent," but none are tagged "Planned," "Done," or "Not Planned."
So, even though Request No. 8 is not "Done," it is "Solved." (And it was "Most Popular," too.)
Noah, I would suggest that another status be used other than "Solved" for tickets moved to "Feature Requests" list, e.g. "Referred" or "Pending." The ticket may be "solved' from your perspective, but the underlying problem which caused the ticket to be generated in the first place is not solved.
Now that my ticket is on the "Feature Requests" list, how many favorable votes are required to get work started on implementing this feature?
Just looking at the "Feature Requests" list, it would appear that you people aren't doing anything, which is obviously not true. There are--as of this writing--seven Feature Requests, but none of them are "Planned," "Done" or "Not Planned."
Why not add some of the features that you are currently working on to the "Feature Request" list so that we can better understand why our requests seem to take so long to be implemented?
Joe, this help center was launched two days ago. Noah's original post is an invitation to "kick the tires" -- it's obviously not complete.
There are three headings to the "Submit a Request" form: Subject, Description and Attachments. Click the link labeled "Attach file(s) »" to choose an image to attach. This means you'll have to save your screen shot to a file on your computer, before you can add it as an attachment.
For submit a request see http://geni.zendesk.com/requests/new
Why pick Chinese food? There are lots of other ethnic foods to choose too.
I have been trying to use the new Help Center for about a week now, and I'm disappointed. I don't think it's ready to be used by the Geni community as a whole.
There is no documentation, so using it is difficult. There seems to be a lack of Geni staff support--requests and questions go unanswered for days. The software itself seems not to work--selecting "Recent" on "Feature Requests" generates a list of requests in a random order. "Feature Requests" are rejected erroneously.
The new Help Center is a good idea; it's just not ready yet.
Eldon, let's just say that your experience and my experience with the new Help Center have been vastly different.
I submitted six requests. I got a response on one and a partial response on another. A third request got accepted as a "Feature Request," and a fourth I was told had been submitted improperly--although their is no documentation on how requests are to be submitted. All six requests were labeled solved.
I "kicked the tires," and they simply deflated.
Joe, like I said, it is a work in progress, at least we are now getting personal responses, not boilerplate. Feature requests probably have a lower priority. They have to be engineered and coded if approved. You would have to ask Noah about the improper item. I have had feedback where they thought a problem was solved and it wasn't so I told them and it eventually was solved. Remember, there are only two persons working the help desk so items would have to be prioritized.
Joe, I have waited a week or more for solutions I just go on to something else. It's like waiting for someone to complete a merge.
Geni seems to be great about mystery changes. I don't worry about it to much. Do you know how you find Geni revision number in the tree? Its obscure but it is there. I agree that Geni should post notices to everyone.