Closing an Active Ticket – "Filter Bar and WooTickets – Cost Filter"

[Brandon Pence]

I’m disappointed that my ticket was closed: https://theeventscalendar.com/support/forums/topic/filter-bar-and-wootickets-cost-filter/. There wasn’t any resolution other than “it’s on our radar” and that it will get fixed in some future release, but without any mention of a specific release. I’m not sure of how you track bugs, but I feel that with closing my ticket this particular bug just gets lost and I have no way of knowing when it has been resolved. Your response was also very disheartening – this is a core filter that is built on one of the most crucial components to any event – COST! You even advertise it on your product description page: https://theeventscalendar.com/shop/wordpress-events-filterbar/. I completely understand you get so many support requests and you can only implement so many at a time. But, how could something so crucial not get pushed to be fixed sooner than later? Thank you.

[Josh]

Hello brandonpence,

Thanks for following up with us on this issue.

I apologize about the confusion around our ticketing system and how we track these types of issues internally. We actually use a separate system for tracking bug tickets and I can assure you that the Filter Bar / Cost field issue is active and on our radar. Your previous support ticket is tied to that internal system and you will be directly notified of our progress as we work to fix this issue.

I apologize again for any inconvenience this issue has caused and definitely understand the frustration of not having that feature currently working on your site. However, I can assure that it is on our radar and we are working to get the issue resolved in an upcoming release.

Thanks!

[Rob]

Hey Brandon! Rob from Modern Tribe here. I head up the support team, and Josh brought this thread to my attention the other day. After discussing with the group on our weekly meeting today to get a sense of how often other users express these same sentiments, I wanted to reach out to both thank you for taking the time to write out this concern (extremely politely, at that) and to shed some more light on our process.

I can absolutely see how it’d feel like you were snubbed when we closed a thread before actually providing a fix. While there is a reason for doing this that I’ll get to momentarily, it’s clear that we failed you by not communicating our process more clearly from the offset. To that end I’ve added a new bullet to the main forum overview at https://theeventscalendar.com/support/forums to cover this point specifically, so that hopefully we can spare others your disappointment down the road. I’d love to hear if you have other ideas on how we could have better set the expectations of how we process support requests and new bug/feature tickets, if you have any.

To keep the forums moving as efficiently as possible, we close threads out once they’ve “run their course” – regardless of whether that means a fix was actually implemented. We’ve found that leaving threads open once they’ve largely been addressed just opens the door for thread hijackers – people who come pick up an otherwise dormant thread to report an issue that may or may not be the same problem – and other situations that generally lead to chaos and disorder. To streamline things our process is generally as follows:

• A user opens a thread. We’ll review it, and try to help them find a solution/workaround.
• If what they’re reporting is a bug that can’t be worked around, we’ll log it in our central ticketing system with a link to the thread in which it was reported (and any other subsequent threads that emerge related to the same issue). This ensures a link between the thread and the ticket, and allows us to – when we’re gearing up for release – go back to every user who reported an issue and let them know whether or not it’s going to ship in the forthcoming release. (I notice Leah did that in your original thread here).
• Once that ticket is logged, we’ll sign-off with the user; confirm that it’s on our radar as an actionable item for a future maintenance release; and will close the thread out from there. This allows us to only have open the threads that are active and require actual immediate follow-up (versus threads that will require follow-up in the coming weeks when the patch is ultimately nearing deployment, but would be otherwise dormant between then).

Where we failed you here, beyond doing a better job of making this process clear to you before you ever even posted your first thread, was not properly giving you a final chance to acknowledge that you were OK with us closing the thread in the first place. While I’m not sure there would have been a ton more to discuss, giving you a final chance to speak your peace would have been the right thing to do.

While I don’t have any specific deadline I can promise, what I can tell you is that we are actively working to improve Filter Bar integration with all our ticketing add-ons…not just Woo, but for each of the commerce engines our ticketing platform supports. The effort to get that moving was actually already underway just about the time you created your thread, as it was a known issue and a priority for us. I’m optimistic that we’ll get the plugin where you want it to be in as timely a fashion as our release cycles allow for…and that if we don’t, you’ll be vocal about that so we can get better.

Anyway, I hope this helps shed some light on things. If it doesn’t – or if you have questions, concerns or want to continue the discussion – you can always feel free to email me directly (rob @ this domain). Thanks again for this feedback and helping us improve.

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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