BUG reporting with (I hope) a slew of responses for Philana or Phil to send to the right people

MJ. Smith
MJ. Smith MVP Posts: 53,774
edited November 2024 in English Forum

https://support.logos.com/hc/en-us/articles/360018759931-Report-a-Problem is woefully out of date especially with regards to:

  • the conventions difference sections of the company have requested be used for the titles of one's posts
  • the addresses to which one should send emails for the various datasets (it's in the dataset documentation)
  • how to make suggestions - resources or software (uservoice) . . .

I would like it to be updated along with some additional information such as whether or not one should expect a response, how FL anticipates the Faithlife Groups associated with the datasets etc to be used, when one should expect assistance from Customer Service i.e. their scope . . .

Recently, the mobile app (I think) had a post on how to report a problem that was well done. I'd like to see it pinned to the top of the appropriate formum and similar posts be made for the web app, Logos 8, Proclaim, Faithlife ...

It would make it easier for "newbies" to figure out how things work, make it easier for FL to identify the posts and emails of importance, and not rely on the collective memories of "oh, I think Sean once posted that ..."

I am very carefully NOT providing the full solution - it might be web, wiki, faithlife or a resource. And I am trying to point at a scope rather than demanding a particular scope. But when people ask "how do I report", I hope we can point them to a specific, accurate source of information.

I hope that a slew of Faithlife users across all products and levels of experience will chime in with more specifics of what they need and what they've experienced - good or bad.

Orthodox Bishop Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."; Orthodox proverb: "We know where the Church is, we do not know where it is not."

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Comments

  • Mike Binks
    Mike Binks MVP Posts: 7,438

    It may be me...

    but I think the division for support between Faithlife Groups and the Forums doesn't help. While I find the forum interface poor the Faithlife Group is awful and it would seem intentionally infantile.

    I would like to see the forums interface improved - additional formatting and retaining formatting once posted. Additional linking of graphics and videos without resource to YouTube etc. Then I would like to see the Forums become the only online help portal.

    At present a solution proposed in the Groups is lost to Forum users and vice versa.

    tootle pip

    Mike

    How to get logs and post them.(now tagging post-apocalyptic fiction as current affairs) Latest Logos, MacOS, iOS and iPadOS

  • MJ. Smith
    MJ. Smith MVP Posts: 53,774
    https://community.logos.com/discussion/comment/1032115#Comment_1032115

    I agree that the current plethora of groups, forums, email addresses, etc. is problematic. I'd like Fatihlife to explain how they see it working as I certainly don't.

    Orthodox Bishop Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."; Orthodox proverb: "We know where the Church is, we do not know where it is not."

  • Bruce Dunning
    Bruce Dunning MVP Posts: 11,143
    https://community.logos.com/discussion/comment/1032115#Comment_1032115

    Mike Binks said:

    I think the division for support between Faithlife Groups and the Forums doesn't help

    Agreed!

    Mike Binks said:

    At present a solution proposed in the Groups is lost to Forum users and vice versa.

    And time doesn't allow most people to continually visit both. I continually miss important things on Groups because it is not my choice of interface.

    Using adventure and community to challenge young people to continually say "yes" to God

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