Last Updated on December 11, 2024 by Neil Murray
We may start you doing support on Contact Form 7 (CF7) to train you in how we do support at CF7 Skins.
This will introduce you to using Help Scout and also help you to learn CF7 better.
You will need to very skilled at using CF7 to offer excellent support for CF7 Skins.
- We start with us allocating you questions from the CF7 forum
- We’ll show you how to add questions from the CF7 forum into Help Scout
- You then prepare a draft response in Help Scout for us to review
- Once OK’ed by us you post the response in the CF7 forum
- When that is working consistently, with no corrections from us, we move on to you selecting suitable questions from the CF7 forum & preparing the draft response for our approval.
- When you do a certain number in a row without corrections, you will be allowed to select & answer questions in the CF7 Forum without preparing a draft.
- When you do a certain number in a row without corrections you will move on to start training on supporting CF7 Skins.
- Then we repeat the same process with CF7 Skins.
You will receive notifications of questions allocated to you via email.
The time in each stage of training will depend on getting to a point where you answer a certain number of questions without us making any corrections.
| Contact Form 7 - WP.org forum + Help Scout | |||||||
|---|---|---|---|---|---|---|---|
| Level | Select Questions | Add to Help Scout | Create Draft Reply | Review Draft Reply | Post Reply | Review Post | |
| 0 | Mentor | Mentor | Trainee | Mentor | Trainee | Mentor | Use WP.org forum |
| 1 | Mentor | Trainee | Trainee | Mentor | Trainee | Mentor | Use Help Scout |
| 2 | Mentor | Trainee | Trainee | Mentor | Trainee | Mentor | Write Drafts |
| 3 | Mentor | Trainee | Optional | Mentor | Trainee | Mentor | Post Replies |
| 4* | Trainee | Trainee | NA | NA | Trainee | Mentor | Select Questions |
| Move to next level when you complete 5 consecutive bold items without corrections. At Level 3 Trainee should create Drafts if unsure of their answer. * Level 4 is optional |
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You move onto training to do support for CF7 Skins when you are consistently doing support on Contact Form 7 the way we want support done.
We don’t let any contact with CF7 Skins customers until we are confident you are doing CF7 Skins support the way we want it done.
| CF7 Skins - Help Scout via Email | ||||||
|---|---|---|---|---|---|---|
| Level | Select Questions | Create Draft Reply | Review Draft Reply | Post Reply | Review Post | |
| 1 | Mentor | Trainee | Mentor | Mentor | NA | Write Drafts |
| 2 | Mentor | Trainee | Mentor | Trainee | Mentor | Post Replies |
| 3 | Trainee | Optional | Mentor | Trainee | Mentor | Optional Drafts |
| 4 | Trainee | NA | NA | Trainee | Mentor | Select Questions |
| Move to next level when you complete 5 consecutive bold items without corrections. At Level 3 Trainee should create Drafts if unsure of their answer. |
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Support of CF7 Skins is email based using Help Scout for paid licensees. Much smaller numbers but much more difficult.
Support demand on CF7 Skins is still only small but growing each week.
Contact Form 7 Support Forum
Add Questions to Help Scout
We use Help Scout for support on both CF7 & CF7 Skins.
We have been doing support in the CF7 Support forum for some time and have tracked this using Help Scout.
To do this we add questions from the CF7 forum into Help Scout:
1. Copy content from CF7 forum
2. Send via email to support.6769.37aad02f81e16675@helpscout.net
Use previous tickets as guidance.
We also do a Skype screen share with you showing you how we use Help Scout.
3 key questions
We focus on answering the following common questions that get asked repeatedly in the CF7 Support forum.
Contact Form 7 Email Issues
JavaScript Conflict Problems
Styling Contact Form 7 Forms
We’’ve found if we don’t answer these questions regularly (within 24 hours) other users will add comments like “Me too” ” I’ve got the same problem” etc.
Selecting Questions
We generally answer questions in the order they are received.
Use the following priorities:
1. Styling issues
2. Mail “me too” questions
3. Questions you can answer quickly & easily
Use previous tickets selected as guidance.
Saved Replies
We use Help Scout – Saved Replies for support on both CF7 & CF7 Skins.
We’ve setup a large number of Saved Replies to assist in answering questions on the CF7 Support forum.
1. Many questions can be answered quickly using Saved Replies.
2. Use Saved Replies wherever possible.
Use previous tickets selected as guidance.