Support » Plugin: WP Support Plus Responsive Ticket System » Version 9.0 breaks everything

  • Resolved ldeschenes

    (@ldeschenes)


    Your new version 9.0 has very good improvements
    BUT
    The “Design changes for overall support functionality using your own design for support page.” breaks everything.

    The whole point of using a WordPress Plugin is to be integrated in your site.
    Your new GUI do just the reverse.I want my Customer to stay in my site (that is question of corporate image).

    I did applied the upgrade and had to restore my site to the last version.
    I will not be upgrading for now and wait to see if you restore an integrated GUI to WordPress. If not, I will not have the choice to change for an other Plugin as it is not recommended to stay with obsolete plugin.

    As for the new paid options, I would be glad to pay for them but not with the new GUI.
    Hope you find a way to make the new GUI an option (to be used or not).

    Again I like your Plugin but I am sorry to say that you are going to lose many of your 10,000 users that rated you 4.5 stars if your persist into that new GUI.

Viewing 15 replies - 16 through 30 (of 32 total)
  • Same problem here 🙁
    The shortcode doesn’t work anymore…

    Lol this is breaking everything. So far the following are now working:

    1)Hitting the close ticket does not close it.
    2)Search at the top is not returning results.
    3)Email piping is no longer working. I don’t have any links for the settings either. I tried reinstalling it and everything.

    HELP!

    Hi @nobodyelse84,

    Sorry for the inconvenience caused. We have removed shortcodes in the latest version and we did not use theme for support page. But the increasing demand of shortcode, we have decided to include shortcode again. The shortcode will be added in the next version, which will be released on this weekend.

    I request you to wait until this weekend.

    Thanks a lot!

    Beyond frustrating . . every time these guys do an update it is a cluserf**** . . they have no clue about running a business. When you make a product and expect people to rely on it . . you can’t just make changes and expect everyone to scramble to fix the many issues created by your lack of forethought and or planning . . use your f***ing head. I have many customers upset because we can’t reply to their requests. I have opened a ticket and will have to wait for a half ass answer (as usual) then they will do an update 3 -4 days later after they figure out they screwed up again.

    No, the issue is not the increasing demand, it’s the BREAKING of it!

    —-
    But the increasing demand of shortcode

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    Hello guys,

    We totally agree to the point that removing integrated shortcode was our BIG mistake and we are working hard to fix this by the weekend.

    Apart from this, those who are having other issues, please create ticket on our website, our agents will try to attend it as soon as possible.

    We have made lots of improvements to the functionality in this version, but sadly it is completely being ignored due to GUI changes.

    Is it possible to roll back to the older version without losing data?

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    Hello everyone,

    I am happy to announce that website iteration is now possible in settings. We remain to not give shortcode but you got setting to choose theme integration in general setting.

    Hope this should work for you but in case if you need any help, please feel free to create ticket on our website.

    We apologies for the inconvenience caused to you.

    I’m not sure what you’ve done, or whether I’m even going to keep this plugin at all anymore given what happened.

    At the least, there needs to be some very clear instructions that explain exactly what someone using version 8 has to do to make version 9 work.

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    Hi @dhjdhj,

    I’m not sure what you’ve done, or whether I’m even going to keep this plugin at all anymore given what happened.

    I can understand your feeling. I can only ask you to test this on your localhost before updating to live. We accepted our mistake in public and now corrected it, it is not good to be negative about change. We have have improved the product from scratch with all new advanced filters and tons of other features. Of course, there was issue of not integrating with theme but we listened to everybody and brought it back again within a week.

    People are using this since 3 years and loved it but sadly very few come to post review and appreciate the work we put for the community. But this is opposite when something goes wrong. Now if we corrected it, very few of them come back to at least notify that issue is fixed.

    At the least, there needs to be some very clear instructions that explain exactly what someone using version 8 has to do to make version 9 work.

    It is already there and also was in last update. We do not expect people to blindly click “Agree and Update” to upgrade the system. We have given all information before actual upgrade done and upgraded only when administrator click and agree and continue button.

    I don’t have a localhost version of our website — just the live version. We’re not IBM with a large staff to manage a Q/A test website. We’re mostly 1 person who just needs our website to stay up and not have to be distracted by stuff silently breaking!

    We do not expect people to blindly click “Agree and Update” to upgrade the system

    But do you not understand that essentially that is what actually happened except I didn’t even get to blindly click? The plugin just updated automatically which is the (recommended) default in WordPress and for those of us who aren’t experts, it never even occurred to us that someone would put out an update that would just break our existing system.

    So I wouldn’t even know where to look for instructions on how to properly migrate. If I go back into WordPress and “update”, based on what has been written here, my page with the short_code will apparently not work. So what am I supposed to do?

    Hint: If you put out an update that breaks stuff, your update needs to include code that will do whatever basic modifications are necessary to make it still work.

    By the way, if this was free stuff, I’d be much less bothered, but I’m paying annually for this plugin so it’s not just a question of saying “sorry” and all is now good in the world.

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    Hi again,

    I don’t have a localhost version of our website — just the live version. We’re not IBM with a large staff to manage a Q/A test website. We’re mostly 1 person who just needs our website to stay up and not have to be distracted by stuff silently breaking!

    In that case, complete backup of the website would be useful.

    But do you not understand that essentially that is what actually happened except I didn’t even get to blindly click? The plugin just updated automatically which is the (recommended) default in WordPress and for those of us who aren’t experts, it never even occurred to us that someone would put out an update that would just break our existing system.

    WordPress can update files only, but to actually upgrade in 9.0.0, we have given upgrade process which in beginning asks for confirmation. Without that it is not possible to actually upgrade to new version. I can show you with screen-shot or video. You have clicked the “Agree & Continue” button to go further.

    Hint: If you put out an update that breaks stuff, your update needs to include code that will do whatever basic modifications are necessary to make it still work.

    This is nice suggestion, we will actually implement this for future. But last version completely re-developed from scratch which is very hard to get back via code.

    By the way, if this was free stuff, I’d be much less bothered, but I’m paying annually for this plugin so it’s not just a question of saying “sorry” and all is now good in the world.

    Please don’t take it personally. I am sorry if it look like personal comment, I didn’t mean this. Also sorry is not expected from any user whether it is free or paid. It is just taking care of other community to let them know that it is working again. We are always here to support the community and do not make any difference between free or paid customers at all. Even free user can create to our website and for support which we never refused and will never too.

    Duh! How do you think I managed to revert back to your previous version as soon as I discovered what had actually happened. I actually mentioned Updraft (a plugin for doing backups) earlier in this thread

    In that case, complete backup of the website would be useful.

    That’s a red herring. The point is the files were updated automatically and it broke the functionality. How are we supposed to know there is an “upgrade” process? I’m not sitting around in the WordPress configuration view all day just in case there’s about to be a prompt for an update to which I have to agree!

    WordPress can update files only, but to actually upgrade in 9.0.0, we have given upgrade process which in beginning asks for confirmation. Without that it is not possible to actually upgrade to new version. I can show you with screen-shot or video. You have clicked the “Agree & Continue” button to go further.

    Doesn’t matter — I have NEVER seen an update (minor or major) of any product that broke a previous version of someone’s system. If you’re putting out a new product, the onus is on you to make sure it doesn’t break people’s previous system. This is why I am SO annoyed about what happened.

    This is nice suggestion, we will actually implement this for future. But last version completely re-developed from scratch which is very hard to get back via code.

    I don’t take any of this personally but I don’t think you were really understanding the consequences of your approach to not support existing customers systems.

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    That’s a red herring. The point is the files were updated automatically and it broke the functionality. How are we supposed to know there is an “upgrade” process? I’m not sitting around in the WordPress configuration view all day just in case there’s about to be a prompt for an update to which I have to agree!

    I don’t wan’t to play blame game, I just stick to fact that it is not possible to actually upgrade this plugin from v8 to v9 without confirmation.

    Doesn’t matter — I have NEVER seen an update (minor or major) of any product that broke a previous version of someone’s system. If you’re putting out a new product, the onus is on you to make sure it doesn’t break people’s previous system. This is why I am SO annoyed about what happened.

    I agree to this and we have fixed it as well. In case any issues, we are ready to help further. It is wrong to break existing users system, but we also did not wanted to. We fixed it as soon as we could.

    I don’t take any of this personally but I don’t think you were really understanding the consequences of your approach to not support existing customers systems.

    It was supporting but only thing we mistaken was not integrating to the theme. which now has been corrected.

Viewing 15 replies - 16 through 30 (of 32 total)
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