We’d love to hear your thoughts on the new site — the documentation, the help request form, or this forum itself.
Please share any feedback, positive or negative. We can handle it! If you’d like to send private feedback, we have a form for that too.
You say “Have you got an issue with your website or calendar? Post your question in our support forum, or submit a help request for hands-on assistance.” – It’s unclear to me when to do one versus the other. I figure I’d always use the help form unless it was something that I felt was obvious to most editors… but then if it was obvious, why wouldn’t I have already solved it then? – I could use some clarification. 
I’m assuming my team will be posting most questions to the support forum unless it is extremely urgent or we know the situation is unique to our instance. Otherwise, there’s a good chance that someone else (or several other people) within the community is experiencing the same issue and will have (free) advice - or the LW team will be able to see it’s a widespread issue and be able to jump in to help.
In a University setup, many a time, the people supporting a system are not the ones holding the purse strings. To have the people who submit the Support Request form (not responsible for finances) agree to a term that it may include billable hours is not desirable to me as a required field. Many a time people in business of supporting a system technically do not even see an SLA.
I am not sure how else you would word it. But it seems to me that if I submit a Support Request Form, I am committing to a financial responsibility that I may not be responsible for.
Hey Morgan! Thank for asking.
Basically, we see the Support Forum being for (free) help with issues that we solve using
- general knowledge of LiveWhale
- understanding or reproducing the issue based on how it’s described or examples shared
- looking at the issue in a browser (web inspector / view source only)
That is—things that any LiveWhale expert could see and potentially diagnose without any special access or getting into client-specific code or configurations.
The Request Help form is for (billable, mostly) help that requires us to log into your LiveWhale instance or SFTP server to diagnose.
Thanks for the pointer about that not being totally clear from that homepage help text, we’ll check that out. 
when I search in documentation for ‘widget arguments’ there are two items returned named "Widget Formatting’, with slightly different urls. Neither gives me much about widget arguments but both do seem to have similar or same content. Having 2 is a little confusing, though.
I was wrong - on closer examination, the entry Widget Formatting - LiveWhale Support has more content than the similarly-titled Widget Formatting - LiveWhale Support.
There seems to be an indication in lists of which posts I have read in that their title is slightly lighter. Having an indication is useful, but the contrast is too little. How about bolding titles of unread posts in the lists?
Thanks
Hi G,
Thanks for noting that. I’m not sure why there were two “Widget Formatting” documents — it appears that the first has been deleted, though.
That said, I think the document you really want is Widget and API Settings. We didn’t use the word “Arguments” in the title of that doc (in part because I think we’re a little conflicted about that term), but I’ve added it as a keyword so it’ll pop up in the search now. (That’s the info I personally needed from our docs site more than anything else, so I’m excited to flesh out the info we provide about widget arguments.)
Hi White Whale,
I noticed a small technical issue. When viewing the top of a page on the support form, the support navigation covers some of the buttons in the forum navigation. One has to click the bottom of the buttons for them to work.
I came here to say this.
Thanks you two! Made some tweaks to the header height and the mobile behavior that I think improves things here.
How do I delete a support request if I was able to troubleshoot and figure it out? Any way to retract?
Hi Erin,
Thanks for the question—we’ll think about the best approach there with the team. But in the meantime, it’s fine to send a quick follow-up using the form.
Also, for anyone who has personalized email support, you can feel free to just reply with a quick “never mind” from that email address and that should take care of things.
I hope that helps—Thanks!
Hello Karl,
I noticed that the same element is likely covering other elements. Specifically, the shrink/minimize buttons for the full-screen editor.
Thanks,
Nick
I regularly get support requests as direct emails when they come from my IT counterparts (these folks ironically don’t submit tickets) that are very well researched, linked, and clear. In order to pass them along if/when I don’t have the answer (like 2 to 3 times/year) I now need to find this forum and deconstruct the email into a forum post OR find the support form and do the same thing. What could be under 1 minute is now longer and vastly more annoying. I have one in my inbox right now that is a perfectly reasonable request, but now I have to dig past the Outlook Safelinks garbage to submit useful URLS to you. I get why you setup the system you did, but it’s not better for us. Me, anyway.
Hi Shelley, thanks for writing. I’m sorry for the hassle.
As I think you know we do offer personalized email support, which simply requires purchasing support hours in advance (at a discount from the rate that goes with help request form submissions). Those hours never expire, so even if you don’t use email support that often it can be useful to have a block of hours in place for when you do have questions.
Retiring the catch-all support@livewhale.com was a tough decision for us to make. All I can say is that it has reduced the overhead on my team a great deal, and has made it possible for us to continue offering what I believe is industry-leading customer support without outsourcing support or having emails answered by some AI robot.
If you’re able to consider an email support plan I’d recommend it. If not, you can certainly try pasting the full text of an email into a forum post, or even screenshotting it? I don’t know if it’ll ever be as easy as forwarding an email, of course.
If this is something you’d like to discuss in more detail, feel free to email me personally. Thanks Shelley — you know I appreciate you!
Jason
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