Add a support form to the website #7929
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This will allow us to capture user information on form submission, verifying that users are who they say. This will save a few round trips in our support process, and also be more user-friendly.
docs/support.rst
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| User Support | ||
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| If you need a specific request for your project or account, | ||
| like more resources, change of the project's slug or username. | ||
| Send an email to support@readthedocs.org. | ||
| We will get to you as soon as possible. | ||
| Please fill out the form at https://readthedocs.org/support/, |
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Should this be a tab display with links for both Community & Business?
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Yeah, that's the pattern we have already. It's not the best, but keeping consistency is better.
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Also, we have plenty of places where we say "contact as " --we probably want to replace them all with the link to this new page.
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@humitos I wonder if it's possible to create a URL that checks for a session on .com & .org, and redirect the user accordingly? If there is no active session, then we just show a small page with a selection between them. This seems useful if it isn't impossible with cookies.
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We've thrown around a few additional options here too. We could also be doing this client side with javascript and a query param or something -- ie ../en/latest/?source=commercial. JS could read this an do some version of a CSS class change or something, though i'm not familiar with sphinx-tabs and what option we have here.
Long term, I would love to have an example of session inspection on a third party site -- hitting an external site via JS and using api return in string replacements. I've always imagined this would mostly be a sphinx extension though.
docs/support.rst
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| User Support | ||
| ------------ | ||
|
|
||
| If you need a specific request for your project or account, | ||
| like more resources, change of the project's slug or username. | ||
| Send an email to support@readthedocs.org. | ||
| We will get to you as soon as possible. | ||
| Please fill out the form at https://readthedocs.org/support/, |
There was a problem hiding this comment.
Yeah, that's the pattern we have already. It's not the best, but keeping consistency is better.
docs/support.rst
Outdated
| User Support | ||
| ------------ | ||
|
|
||
| If you need a specific request for your project or account, | ||
| like more resources, change of the project's slug or username. | ||
| Send an email to support@readthedocs.org. | ||
| We will get to you as soon as possible. | ||
| Please fill out the form at https://readthedocs.org/support/, |
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Also, we have plenty of places where we say "contact as " --we probably want to replace them all with the link to this new page.
This also adds Gold-only severity level to the form.
Co-authored-by: Manuel Kaufmann <humitos@gmail.com>
| <p> Please rate the severity of this event. </p> | ||
| {% else %} | ||
| <p>This option is only enabled for <a href="{% url "gold_subscription" %}">Gold users</a>.</p> | ||
| {% endif %} |
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This should be enabled for commercial plans too. Is there a good way to do that here and not require an overridden template?
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Yea, I want an abstraction that works for both .org & .com around this. I don't think we have one, and didn't know if it was in scope for this PR :)
I haven't ported this to commercial yet, was planning to do that today and figure out a plan. I assume we'll still want to override the template because the upsell is different.
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Good point, yeah we might want some more information on this page in commercial.
I suppose we could also unconditionally ask for the severity level and maybe avoid overriding the template. We wouldn't need to really use this information for anything but data collection, except for upper tier plans where response time varies by severity levels.
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Not super relevant, but we could update our Twitter account to point to this form as well instead of mention github:
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This will allow us to capture user information on form submission,
verifying that users are who they say.
This will save a few round trips in our support process,
and also be more user-friendly.
Screenshot