The type of requests that we get through the help desk tell us a lot about how our software is being used and challenges our customers are facing.  We can also find areas to improve usability and documentation based upon subject frequency and common solutions.  The change to the template system in Active Social 1.3 is a perfect example of how we use this kind of feedback to reduce our support demands while also improving the overall product experience. 

The good news is that now we are seeing more "how to" requests rather than actual technical problems.  I know we still need more documentation and that is expanding weekly.  However, we are still receiving requests for technical assistance with use cases that we never considered.  We have always tried to answer those requests as best we possibly could, but that is really beyond the scope of technical support. 

Starting today, all customization support requests submitted to the help desk will be closed with a note attached instructing you to post in the forums.  This will also allow us to monitor the forums with the same level of attention as we do the help desk.  In some cases, another customer that has experience with your topic might actually be able to respond or provide feedback before we do.  In addition, the dialog will be available for other customers that may have similar requests in the future.  Please keep in mind that valid technical support requests submitted to the help desk will always be our top priority.  Also, before creating a support request, please make sure your access to direct support hasn't expired.

When should you create a help desk request?

• Any kind of security question or concern.
  
• You received an error during installation that isn't answered in the forums.
• You received an error using the product that isn't answered in the forums.
• You suspect performance issues.
• Configuration options or capabilities aren't working as stated in the documentation.
• Any kind of licensing issue or concern.
  

I always try to look at situations as a customer before we implement business changes.  I don't want this to be interpreted that we are trying to reduce customer requests or pass on support to our customer community.  I believe this will allow for better collaboration and help us continue to improve documentation along with the products.