Support contact form: ask users for their site url

  • Unknown's avatar
    garysixtyeight · Member ·

    https://wordpress.com/help/contact

    The support contact form doesn’t ask users for a url to their site (screenshot).

    Afaik, the form/forum detects a url based on a users profile and appends it to the end of their opening post.

    The problem is that the url shown in OPs is often not the site the user needs help with, which results in us having to ask follow up questions for clarification.

    Would it be possible to, at a minimum, ask users for their site url in the form?

    It’d help reduce some of the confusion and it’d reduce the time it takes us to get the details we need to help users.

    Aside: Ideally there’d be a conditional field that first asks if the site a user needs help is hosted here at WP.com. There’s little point in allowing users to post if they need help with a dotorg site.

    The fire hose of threads about dotorg sites points to a UI issue.; it’s a less than stellar UX for the people looking for help.

    If volunteers didn’t have to wade through the flood of threads about dotorg sites and redirect people elsewhere, we’d have more time to spend answering questions about dotcom.

    Endlessly copy & pasting the same “.com vs.org” replies reminds of DRY vs WET :)

    The support form at https://jetpack.com/contact-support/ is a good example of a better UI, it :

    – auto-suggests documentation
    – asks users for their site url
    – clarifies that JP is for self-hosted sites only

    Just my 2c :)

  • kokkieh · Staff ·

    Hi Gary,

    Thanks for this feedback. I’ve asked a developer to look into the missing site selector on the contact form. I agree that that should really be there.

    As for the other feedback, everything has already been mentioned in previous thread you started in https://en.forums.wordpress.com/topic/use-supportbot-in-the-english-forums. As we often also ask users who post here for help, let’s please keep related feedback like this in one thread so it’s easier to keep track of. Thanks :)

  • Unknown's avatar
    garysixtyeight · Member ·

    Thanks @kokkieh

  • kokkieh · Staff ·

    Any time :)

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