🔧 updated github issue template to hopefully reduce the amount of support #2548
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| - type: checkboxes | ||
| id: bank-sync-issue | ||
| attributes: | ||
| label: 'Is this related to GoCardless, Simplefin or another bank-sync provider?' | ||
| description: 'Most issues with bank-sync providers are due to a lack of a custom bank-mapper (i.e. payee or other fields not coming through). In such cases you can create a custom bank mapper in [actual-server](https://github.com/actualbudget/actual-server/blob/master/src/app-gocardless/README.md) repository. Other likely issue is misconfigured server - in which case please reach out via the [community Discord](https://discord.gg/pRYNYr4W5A) to get support.' | ||
| options: | ||
| - label: 'I have checked my server logs and could not see any errors there' | ||
| - label: 'I will be attaching my server logs to this issue' | ||
| - label: 'I will be attaching my client-side (browser) logs to this issue' | ||
| - label: 'I understand that this issue will be automatically closed if insufficient information is provided' | ||
| validations: | ||
| required: false |
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I thought this would reduce the amount of GoCardless support issues, but it seems people are misunderstanding and/or choosing to ignore this.
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I think people didn't understand those boxes were meant for only sync issues. It may be better to have a dedicated ticket type for bank sync instead of including it in the generic "bug" type
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I'd actually prefer there to be NO bank-sync issues opened (there's a paragraph about this in the heading of the file).
Basically the first line of defence should be - community discord. 90% of issues are moot and should be handled by the community. And if community fails - then (and only then) should we fall back to having a bug issue here.
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Bundle Stats — loot-coreHey there, this message comes from a GitHub action that helps you and reviewers to understand how these changes affect the size of this project's bundle. As this PR is updated, I'll keep you updated on how the bundle size is impacted. Total
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MatissJanis
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So, if you don't use Discord tough luck your not getting any support? |
Yes. I value maintainer limited capacity much above the needs of a individual that can't/won't be bothered reaching out to the community |
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Considering where Actual is now positioned I think it is really strange that you single people out like this. It's a real shame where the core values have gone over recent months. |
The reality is that (for better or for worse) discord has replaced the old internet forums so I don't think it's unreasonable to direct people to the location with the most eye balls, and accordingly the best place to get support. The maintainer team is fairly small so funneling support requests to one place where the rest of the community is more easily able to engage only makes sense. |
i have to agree - this is not a commercial endeavour and it must therefore live within the bounds of what the volunteers on this project have the capacity to monitor and fulfil. |
Unfortunately that is the problem with Actual these day, all the contributions are interested in is the contributions, you have one channel for support and have documentation that makes it super clear if you don't do as your told your request will just be closed. Actual provides a solution for people to budget their money, for some when that goes wrong it will be a really stressful experience and having to create an account on a foreign platform and then try and use that platform to get help will just add to that. |
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Just to note: this PR is not changing our existing process for user support. The contact us page outlines it pretty well and this has not changed since Feb 2023 (interestingly at which point it was merged by Rich without any objections, so I take the recent comments more as a personal vendetta than objective argument to improve the project). We're open to new folks joining the team to improve the user support aspect of Actual. By all means - lets work together to improve things. But until someone volunteers to pick this up - the best avenue to get technical support is to reach out to the wider community on Discord. |
Updated the Github issues template to (hopefully) reduce the amount of customer support tickets we receive.