Provide more Guidance on Queries via Moneydance Help

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TonyRI

19 Nov, 2016 04:01 PM

Hi All,

I try to help with questions wherever I can, however sometimes I've noticed that people just don't provide enough information for a quick response. Many times there are follow-up questions that need to be asked and there are delays in a final answer as a result. When an individual clicks on the "Help" button from within the Moneydance program, there is a very limited bit of guidance for submitting a question:

http://help.infinitekind.com/discussion/new

The only information provided is the statement:

Start a discussion Start a new discussion so the people at Infinite Kind can help you out. You can make your discussions private or public depending on who you want to see them

I would like to suggest placing a format/guidelines on that page for submitting a question to IK Discussions Forum and a short explanation of how the Help System works.

For Instance:

  1. When submitting a question, please provide the Version of Moneydance that you are using, including the Build Number (Information can be provided by Selecting "Help ---> About Moneydance"

  2. Please provide the Operating System that you are using, including Version information (e.g. Windows 10, Windows 7, Mac OS X, IOS, Linux, etc.).

  3. Please try to be specific in the information that you provide in your query and include a screenshot, if necessary. EXAMPLE: Rather than saying "I can't download transactions". Try to say something more along the lines of "I'm using Moneydance 2015 R1584 on Wndows 10, When I try to download transactions from Fidelity National Bank, I get a parsing error that states "XXXXXX".

  4. After you submit your question, an email will be sent to Moneydance Support Staff and your question may be posted on the Public Discussions Forum, depending on your choice of "Public" or "Private". If you choose "Public", there are many other Moneydance Users that are willing and able to help you with your question. You may receive an answer from a Member of Support, or a Fellow Moneydance User when choosing the "Public" option. If you would like to view your question on the Forum, you can visit:

http://help.infinitekind.com/discussions

I am submitting this suggestion in an attempt to help provide IK with a more streamline way in order to address questions. I'm a total fan of Moneydance, but I've noticed that some have the perception "poor support" which has been mentioned at times on your Forum. Just reducing the amount of back-and-forth dialogue will help tremendously, in my opinion.

Respectfully submitted,

Tony :)

  1. 1 Posted by -Kevin N. on 19 Nov, 2016 04:43 PM

    -Kevin N.'s Avatar

    Hi Tony,

    I couldn't have put it more eloquently myself. :)

    A simple template for the input form would help.

    MD version / build # __________________________
    OS________________________________________
    Error message (if any)________________________

    -Kevin N.

  2. 2 Posted by TonyRI on 19 Nov, 2016 04:56 PM

    TonyRI's Avatar

    Perfect! Thanks Kevin! :)

  3. 3 Posted by derekkent23 on 20 Nov, 2016 09:14 AM

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    I totally agree. Following the approach outline would make the support staffs life easier and reduce the time it takes to get to a solution, and reduce the time others have to wait for support staff to look at their question. User would thus get a better service and be happier.

  4. Support Staff 4 Posted by Ian O on 21 Nov, 2016 08:33 AM

    Ian O's Avatar

    Hi Guys,

    I have to agree. This is a great idea and would make everyones life easier! I'll speak to Sean when he's available and see if we can implement this quickly and easily. I'll let you know what the outcome is.

    Ian O
    Infinite Kind Support

  5. 5 Posted by derekkent23 on 21 Nov, 2016 08:50 AM

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    I know a short time ago the support staff had a push to find questions that had faller thought the cracks and get up to date with outstanding questions. There was also talk of improving the process so that these sort of support failures did not occur in the future. However I have notices that in the last few weeks, maybe associated with the release of 2017, thing have slipped again. Support staff would be more aware than me of the increase number of posts saying their problems are being ignored. I think the above would go part way to help address these issues.

  6. 6 Posted by dwg on 21 Nov, 2016 10:02 AM

    dwg's Avatar

    It probably would not hurt to have pointers to the user guide and main knowledge base page on this screen either with a suggestion that many answers to common questions can be found in these.

  7. 7 Posted by TonyRI on 21 Nov, 2016 01:05 PM

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    Thanks everyone for your acknowledgement an input. I really like the outline approach that Kevin has suggested (with information as how to find out which version they are using) I think that if it is too wordy, people may tend to ignore it. I also agree with Des' suggestion of quick links to user guides and the knowledge base page (which may preclude the need to submit a question into the system in the first place). The only thing that I forgot to add is to let people know that they can also Close the discussion if they are satisfied with the answer/solution that they have received (unless you feel that it is better left up to staff).

    Thank you Ian for offering to propose this idea to Sean and for letting us know that we will receive a follow-up as to the outcome.

    Best Wishes to all,

    Tony :)

  8. System closed this discussion on 20 Feb, 2017 01:10 PM.

  9. -Kevin N. re-opened this discussion on 21 Sep, 2017 11:13 PM

  10. 8 Posted by -Kevin N. on 21 Sep, 2017 11:13 PM

    -Kevin N.'s Avatar

    Bump.

  11. System closed this discussion on 21 Dec, 2017 11:20 PM.

  12. -Kevin N. re-opened this discussion on 02 Jan, 2018 10:18 PM

  13. 9 Posted by -Kevin N. on 02 Jan, 2018 10:18 PM

    -Kevin N.'s Avatar

    Hi MD support:

    Bumping this again as it seems like many people may have received MD as a gift for the holidays.

    This becomes apparent in the form of questions / problems being posed on the forums:

    "I can't connect to my bank"
    "My bank is not listed"
    "Trying to set this up...not working"

    If an input mask / template can be created for the query form, it should include:

    MD version / build # __________________________
    OS________________________________________
    Financial Institution___________________________
    Error message (if any)_________________________

    -Kevin N.

  14. 10 Posted by rm2426 on 10 Feb, 2018 08:01 PM

    rm2426's Avatar

    I suggest this be required before POSTING on anything on MD's FORUM BOARD.
    Sure would speed up and have better responses, I would think?

    MD Version (year) ______ Build# _________
    Computer Type [__] PC or [__] Mac ______ [__} Other Name ______________________
    Operating System: [__} Win# ____ [__} Mac OS Name ________ Version# _________
                                    [__} Other Name: _____________ Version ________________

    rmalone2426

  15. System closed this discussion on 12 May, 2018 08:10 PM.

  16. -Kevin N. re-opened this discussion on 08 Jun, 2018 08:58 PM

  17. 11 Posted by -Kevin N. on 08 Jun, 2018 08:58 PM

    -Kevin N.'s Avatar

    Bumping this again. The 'System' closed the thread.

    Surely TIK must have some control over the text of the 'Start a discussion' page so as to be able to add the recommendations made by the users here/

    -Kevin N.

  18. Support Staff 12 Posted by Sean Reilly on 08 Jun, 2018 10:13 PM

    Sean Reilly's Avatar

    I've checked on this but haven't found any way to make it happen, short of some very hack-ish javascript in the browser. The problem is that Tender (our support system) doesn't provide the ability to add any custom form fields. I haven't found any way to customise the existing form with javascript that inserts information into text field either, but I'll keep checking.

    Thanks,

    Sean Reilly
    Developer, The Infinite Kind
    http://infinitekind.com

  19. 13 Posted by -Kevin N. on 09 Jun, 2018 02:39 AM

    -Kevin N.'s Avatar

    Hi Sean,

    Thank you for your reply - although, not entirely what I was hoping to hear. :(

    It is mind-boggling that Tender, a commercial support forum provider, does not allow it's clients to customize their support request form / page so that users can provide relevant information pertaining to the clients individual product(s).

    -Kevin N.

  20. 14 Posted by dwg on 09 Jun, 2018 05:17 AM

    dwg's Avatar

    G'day Kevin,

    A lot of the solution providers like to keep the systems as simple as possible and not offer too many options - makes it cheaper for them.

    Tender seems to be one of the better efforts as I think we have both seen. Short of perhaps picking up one of the GPL licensed packages and hosting it themselves - which brings people costs which could easily be greater than using a service like tender there may not be a lot that can be done. I'm certainly am not aware of any good forum service provider solutions.

  21. 15 Posted by -Kevin N. on 09 Jun, 2018 11:36 AM

    -Kevin N.'s Avatar

    Hey Des,

    Tender keeping things simple (and cheaper) can be fine but it can also equate to mediocre service for their clients. Look at how much more work MD service reps are forced to do having to tell each new user to post their particulars over and over again.

    Providing a boilerplate 'Start a discussion' page with the 'option' to add a few simple lines of text specific to the client's product doesn't seem like that much of a stretch - maybe for a few shekels more, if that's what it takes.

    It's always good to hear from you and get your take on things. Stay warm.

    -Kevin N.

  22. 16 Posted by dwg on 09 Jun, 2018 12:40 PM

    dwg's Avatar

    Hi Kevin,

    If TiK was a little larger I would suggest that one of the free solutions that you can customize yourself would be a good way to go, TiK obviously have the skills to build on such a solution.

    I think many of the hosted solutions are aimed at smaller organisations and those without to skills to maintain such a system. I've only worked in the industry for companies offering full service world wide - at a price.

    I have little patience myself so get really annoyed at users that don't even provide the most basic pieces of information, one of the reasons I never stayed in a support role. so a way of forcing people to provide the most basic information I would certainly welcome.

    Never gets really cold where I am, about 0C is about as low as it will go and after the summer we have had some cooler weather is most welcome.

    Des

  23. 17 Posted by -Kevin N. on 09 Jun, 2018 12:56 PM

    -Kevin N.'s Avatar

    Hi Des,

    get really annoyed at users that don't even provide the most basic pieces of information...

    My favorite is "My bank won't download..."

    Your climate sounds similar to here in Georgia. Not too cold but a little on the warm side. :)

    -Kevin N.

  24. 18 Posted by dwg on 09 Jun, 2018 09:25 PM

    dwg's Avatar

    Hi Kevin,

    Warm at times can be an understatement, its the combination with humidity that can be a killer, especially when you are a little away from the coast and it is a pretty spread out place these days.

  25. 19 Posted by -Kevin N. on 09 Jun, 2018 09:47 PM

    -Kevin N.'s Avatar

    Hey Des,

    We've been living in the piedmont / foothills of the Appalachians in Northeast Georgia for the last 10 years - transplants from New York City. We get all four seasons. It'll get down to the low 30's F. and we've had snow a couple of times. Springtime is awesome. Summer days are 90+ and humid. No mosquitoes though, due to the altitude. We're never moving again.

    -Kevin N.

  26. 20 Posted by dwg on 10 Jun, 2018 09:14 PM

    dwg's Avatar

    Hi Kevin,

    Sydney is a bit mixed in the outer suburbs it can get down to 32C in the middle of Winter at night, the flip side is on a sunny winter's day it can get up to the high 60s in the middle of the day, I live in the outer suburbs now. Autumn and Spring are the picks, summer can be quite brutal at times, especially in the outer areas, near the coast you get the cooling effects of the ocean which makes a tremendous difference.

    Now Melbourne you can get all four seasons in one day :)

  27. 21 Posted by -Kevin N. on 11 Jun, 2018 05:06 PM

    -Kevin N.'s Avatar

    Hey Des,

    I'm still never moving again. :)

    We seem to have royally hijacked TonyRI's thread. Sorry TonyRI.

    -Kevin N.

  28. 22 Posted by TonyRI on 13 Jun, 2018 09:31 PM

    TonyRI's Avatar

    Haha, no worries Kevin. I appreciate Sean trying to accommodate our suggestions. Perhaps a Members Lounge/Chat area is also in order? lol ;)

    What do you guys think of a "Help us Help you" type article, Blog Post, web page update, email reply, or some other method; rather than trying to find a way to modify the Tender Form (since that seems to be elusive)?

    Just tossing it out there.

    Take care,

    T :)

  29. 23 Posted by dwg on 13 Jun, 2018 10:36 PM

    dwg's Avatar

    G'day Tony,

    One of the biggest problems is getting people to read articles etc. There is a group who just post "It's Broken" requests without any info, having done zero research or seeing if there is any existing posts on the same problem, hence the desirability of at least having a form with mandatory fields that captures the basic information. I have strong doubts that they would read any blog post or help us articles in the first place, even if directed to the same and have to press a button to say they have.

    Yep I'm cynical :)

    Des

  30. 24 Posted by -Kevin N. on 13 Jun, 2018 11:16 PM

    -Kevin N.'s Avatar

    Hi Des,

    In 'their' defense. Moneydance's 'Help > Online Support' menu item takes the user directly to the 'Start a Discussion' page bypassing the KB.

    Perhaps clicking on the 'Help > Online Support' menu item should invoke an instructional form with the 'Provide Your Particulars When Posting' message along with a link to the 'Start a Discussion' page.
    Edit: Might as well chuck in a link to the KB while they're at it.

    This way the instructional message is contained within the program itself and under TIK's control.

    -Kevin N.

  31. 25 Posted by jimmplsmn on 14 Jun, 2018 02:03 PM

    jimmplsmn's Avatar

    Hope you all don't mind if I join in for a sec....

    Last June we had an incredible hail storm at 9 in the morning. It was so bad the city sent out snow plows so we could drive down the street. The day before was hot and sticky - typical summer day. Next morning it was winter - had to shovel the driveway! The next day felt like fall because I had to rake all the leaves and sticks that came off the trees :-( but then again the long days felt like spring. All four seasons in the span of a couple days!

    As to the subject of this thread - I agree that if they can't change the Tender form then invoking an instructional form or providing a link to the KB is a good second choice.

    As I said in another post regarding keyboard shortcuts they also need to update their KB with information only found in the "Archive" that is actually "Current" info.

    Some day IK should host some sort of party for all of you who provide such generous and charitable assistance to MD users. Have a great day!

    • Jim

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