tag:infinitekind.tenderapp.com,2009-01-14:/discussions/suggestions/9976-provide-more-guidance-on-queries-via-moneydance-helpInfinite Kind: Discussion 2018-09-13T14:10:23Ztag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-19T16:43:37Z2016-11-19T16:43:37ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Tony,</p>
<p>I couldn't have put it more eloquently myself. :)</p>
<p>A simple template for the input form would help.</p>
<p>MD version / build # __________________________<br>
OS________________________________________<br>
Error message (if any)________________________</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-19T16:56:30Z2016-11-19T16:56:30ZProvide more Guidance on Queries via Moneydance Help<div><p>Perfect! Thanks Kevin! :)</p></div>TonyRItag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-20T09:14:34Z2016-11-20T09:14:34ZProvide more Guidance on Queries via Moneydance Help<div><p>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.</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-21T08:33:53Z2016-11-21T08:33:53ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Guys,</p>
<p>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.</p>
<p>Ian O<br>
Infinite Kind Support</p></div>Ian Otag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-21T08:50:03Z2016-11-21T08:50:03ZProvide more Guidance on Queries via Moneydance Help<div><p>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.</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-21T10:02:38Z2016-11-21T10:02:38ZProvide more Guidance on Queries via Moneydance Help<div><p>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.</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912016-11-21T13:05:47Z2016-11-21T15:43:48ZProvide more Guidance on Queries via Moneydance Help<div><p>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).</p>
<p>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.</p>
<p>Best Wishes to all,</p>
<p>Tony :)</p></div>TonyRItag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912017-09-21T23:13:31Z2017-09-21T23:13:31ZProvide more Guidance on Queries via Moneydance Help<div><p>Bump.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-01-02T22:18:00Z2018-01-02T22:20:54ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi MD support:</p>
<p>Bumping this again as it seems like many people may have received MD as a gift for the holidays.</p>
<p>This becomes apparent in the form of questions / problems being posed on the forums:</p>
<p>"I can't connect to my bank"<br>
"My bank is not listed"<br>
"Trying to set this up...not working"</p>
<p>If an input mask / template <em>can</em> be created for the query form, it should include:</p>
<p>MD version / build # __________________________<br>
OS________________________________________<br>
Financial Institution___________________________<br>
Error message (if any)_________________________</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-02-10T20:01:34Z2018-02-10T20:01:34ZProvide more Guidance on Queries via Moneydance Help<div><p>I suggest this be required before POSTING on anything on MD's FORUM BOARD.<br>
Sure would speed up and have better responses, I would think?</p>
<p>MD Version (year) ______ Build# _________<br>
Computer Type [<strong>] PC or [</strong>] Mac ______ [<strong>} Other Name __</strong>__________________<br>
Operating System: [<strong>} Win# __</strong> [<strong>} Mac OS Name __</strong>____ Version# _________<br>
[<strong>} Other Name: __</strong>_________ Version ________________</p>
<p>rmalone2426</p></div>rm2426tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-08T20:58:51Z2018-06-08T20:58:51ZProvide more Guidance on Queries via Moneydance Help<div><p>Bumping this again. The 'System' closed the thread.</p>
<p>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/</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-08T22:13:06Z2018-06-08T22:13:06ZProvide more Guidance on Queries via Moneydance Help<div><p>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.</p>
<p>Thanks,</p>
<p>Sean Reilly<br>
Developer, The Infinite Kind<br>
<a href="http://infinitekind.com">http://infinitekind.com</a></p></div>Sean Reillytag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T02:39:23Z2018-06-09T02:39:23ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Sean,</p>
<p>Thank you for your reply - although, not entirely what I was hoping to hear. :(</p>
<p>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).</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T05:17:05Z2018-06-09T05:17:05ZProvide more Guidance on Queries via Moneydance Help<div><p>G'day Kevin,</p>
<p>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.</p>
<p>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.</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T11:36:22Z2018-06-09T11:36:22ZProvide more Guidance on Queries via Moneydance Help<div><p>Hey Des,</p>
<p>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.</p>
<p>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.</p>
<p>It's always good to hear from you and get your take on things. Stay warm.</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T12:40:09Z2018-06-09T12:40:09ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Kevin,</p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p>Des</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T12:56:21Z2018-06-09T12:56:21ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Des,</p>
<blockquote>
<p>get really annoyed at users that don't even provide the most basic pieces of information...</p>
</blockquote>
<p>My favorite is "My bank won't download..."</p>
<p>Your climate sounds similar to here in Georgia. Not too cold but a little on the warm side. :)</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T21:25:06Z2018-06-09T21:25:06ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Kevin,</p>
<p>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.</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-09T21:47:50Z2018-06-09T21:47:50ZProvide more Guidance on Queries via Moneydance Help<div><p>Hey Des,</p>
<p>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.</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-10T21:14:53Z2018-06-10T21:14:53ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Kevin,</p>
<p>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.</p>
<p>Now Melbourne you can get all four seasons in one day :)</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-11T17:06:48Z2018-06-11T17:06:48ZProvide more Guidance on Queries via Moneydance Help<div><p>Hey Des,</p>
<p>I'm still never moving again. :)</p>
<p>We seem to have royally hijacked TonyRI's thread. Sorry TonyRI.</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-13T21:31:45Z2018-06-13T21:31:45ZProvide more Guidance on Queries via Moneydance Help<div><p>Haha, no worries Kevin. I appreciate Sean trying to accommodate our suggestions. Perhaps a Members Lounge/Chat area is also in order? lol ;)</p>
<p>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)?</p>
<p>Just tossing it out there.</p>
<p>Take care,</p>
<p>T :)</p></div>TonyRItag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-13T22:36:10Z2018-06-13T22:36:10ZProvide more Guidance on Queries via Moneydance Help<div><p>G'day Tony,</p>
<p>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.</p>
<p>Yep I'm cynical :)</p>
<p>Des</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-13T23:16:19Z2018-06-14T01:21:41ZProvide more Guidance on Queries via Moneydance Help<div><p>Hi Des,</p>
<p>In 'their' defense. Moneydance's 'Help > Online Support' menu item takes the user directly to the 'Start a Discussion' page bypassing the KB.</p>
<p>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.<br>
Edit: Might as well chuck in a link to the KB while they're at it.</p>
<p>This way the instructional message is contained within the program itself and under TIK's control.</p>
<p>-Kevin N.</p></div>-Kevin N.tag:infinitekind.tenderapp.com,2009-01-14:Comment/412637912018-06-14T14:03:18Z2018-06-14T14:03:18ZProvide more Guidance on Queries via Moneydance Help<div><p>Hope you all don't mind if I join in for a sec....</p>
<p>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!</p>
<p>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.</p>
<p>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.</p>
<p>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!</p>
<ul>
<li>Jim</li>
</ul></div>jimmplsmn