I have 2 suggestions to make the HB-Themes forums easier to use.
1) Make the forums easier to search. There should be a search field on EVERY forum page. Currently, the search function only appears when I exit a discussion by clicking on the “< Back to discussions” button.
2) Please don’t confuse the function of a “support ticket” with the function of a “forum.” A support ticket is CLOSED when an issue is resolved. A forum thread remains open indefinitely for continued discussion by the community.
On the Microsoft forums, the correct Answer is bumped to the top of a discussion, but participants can continue to share discoveries on the same topic. This is extremely useful! On the other hand, in the HB-Themes forums topics are closed, so if someone has the same issue and wishes to continue the thread or provide more detailed insight, they must open a new topic. It’s really not a “new” topic, but rather a continuation of the previous thread, so duplicate topics get created, duplicate information is posted, and the forum becomes cumbersome to use as a reference. In a forum, a community of users can help one another only when topic threads stay open. In a support ticket system, users are entirely dependent upon HB-Themes staff for help.
3. If you decide to use the “forum” model, it would be ideal to combine duplicate threads on the same topic. These are complex themes and support would be enhanced if multiple threads on the same topic were combined.
Improved access to the search function with an open forum model, might save your staff a lot of work on the back end, as it would be easier for us to help ourselves.