We’re moving to Help Scout!

Heads up! We’re improving the way we handle our support tickets here on Array. Up until today, we’ve been using the a forum plugin (bbPress) to handle support requests. This has worked well enough for us in the past, but your eye can’t help but wander with the number of game-changing help desk solutions out there these days.

We’ve decided to go with Help Scout for many reasons, one being its ability to extend into other apps and services we’re already using, such as Slack and Easy Digital Downloads. How does it all work? Help Scout is a web-based help desk that essentially turns email conversations into tickets on our end, allowing us to collaborate on fixes and provide one-on-one support for quicker solutions. Instead of posting to a forum, you simply fill out a simple form we’ve made available on the Support page. Once you submit, keep an eye on your inbox for our reply!

We think this new format for handling support will be much more seamless for everyone involved, further removing any friction in communication between us and our awesome customers. We want to get your questions answered as quickly and efficiently as possible so you can get back to creating content or browsing reddit. Please reach out to us with any feedback you might have about the switch, we’re all ears!

Published by Mike McAlister

A high-powered mutant of some kind, never even considered for mass production. Too weird to live, and too rare to die. I design all the things.

3 Comments

  1. Just sent you my first ticket using the new system! Thanks for continuously innovating to improve!

    Reply
  2. You guys should make a knowledge base theme! I love the layout and design of your support section. I would pay a pretty penny for it.

    You could easily have the best help center theme for sale. (email me if you end up creating one!)

    Reply
    • We may just do that! I’ve wanted to design a knowledge base for some time now. Thanks for the suggestion!

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