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Help Center Uplift

Wed Oct 19, 2016, 4:24 PM by LaurenKitsune:iconlaurenkitsune:


Behind the scenes, our Community Operations Department is tasked with encouraging innovative and creative opportunities within the community, and all the customer support and engagement such a calling requires.

Today, we're excited to announce that the look and feel of our support pages has been given an uplift! 

Help by LaurenKitsune


Today kicks off the first in a series of rollouts overhauling our support pages to a more clean, organized look. Some changes of note:
  • This new Support Search Engine laser-targets the appropriate FAQ or recent Help Desk update light-years better than its predecessor. 
  • FAQs can now be voted on for their helpfulness, to aid staff in improving upon some features that could have more clarity.
  • A more cohesive organization of groupings of FAQs.
  • Easier kick-off points directing deviants where to go, if they're not sure what to search for.
  • Pinned updates and known issues.
  • And, of course, our Suggestions Forum, the same as before, just with an updated look!
That said, updating the FAQs of a site as rich and storied as DeviantArt is a huge undertaking. Please bear with us if some FAQs look a bit odd. We will be updating those in the coming weeks, as well as shining up individual FAQs to make them easier-to-understand than ever before!

Have some FAQ about our FAQ?


Will I still be able to submit Help Desk tickets?
Yes! Nothing about ticket submission has changed!

Will :faq###: in old journals / signatures still work?
Yes! The "old" FAQ will remain intact until the new ones are rewritten. At that point, the :faq###: code will redirect to the appropriate updated ones!

Is help.deviantart.com still the same?
Yes! Today's change was simply migrating the FAQs and Suggestions forums to our new system. However, we recommend you start referring to the FAQs on the new Help Center, as those will be the most up-to-date. 

I found a FAQ on the new system that is miscategorized!
Thank you! There's an FAQ for that. (But, ideally, we will be updating those in the coming weeks before you even find any!)

:faq###: codes in the updated system doesn't work!
We will be implementing every single FAQ (hundreds and hundreds) in the coming weeks, so we will eventually get to the code you see. No need to report it! Unless the year is now 2030 and you are accessing this site via hologram, and the code hasn't been updated yet. In that case, please notify us.

Thank you for your patience, and we hope you enjoy your new Support Center!



Add a Comment:
 
:iconsweetlycanada:
SweetlyCanada Featured By Owner Jan 27, 2017  Student General Artist
Totally describes DeviantArt right now:

Notifies that they gave a face lift to the help center (even though it is still shitty service there anyways smh)
Does not notify they changed the favorites page to make it harder to move things around and name collections.

:stare:
Reply
:iconlaurenkitsune:
LaurenKitsune Featured By Owner Jan 27, 2017  Hobbyist Artisan Crafter
Hi, there! You can find the journal about the Gallery updates here
Reply
:iconbuxom:
Buxom Featured By Owner Dec 8, 2016
This service really doesn't work. I've been trying to undo someone gifting me core and refunding within the 24 hour period, but I'm still waiting since Nov 14th. What does someone have to do to get this sort of thing resolved quickly without asking the bank to forcefully take the money back?
Reply
:icongunsandshlps:
GUNSANDSHlPS Featured By Owner Edited Nov 16, 2016  Student Filmographer
it's fucking broken. lovely. just like browsing galleries and collections (trying to go to the next page of it will glitch out and pressing all will show you the previous page with tiny thumbnails?????)
Reply
:iconlionlessart:
Lionlessart Featured By Owner Nov 6, 2016
Well seeing as how it's completely fucked now, I guess this was entirely pointless.
Reply
:iconliliwrites:
LiliWrites Featured By Owner Nov 1, 2016  Hobbyist Writer
Nice work, guys. Looks clean and styled. :thumbsup: 
Reply
:iconode-chan:
Ode-Chan Featured By Owner Oct 30, 2016  Hobbyist Digital Artist
Hey,
I was looking through the new Help Center and there were three things I think need changing:
1. When searching a keyword, have a "add new post" under community (since if we aren't going to find a suggestion like our own, we'll be opening a new one)
2. Show the amount of votes on the community suggestion when searching a keyword (I don't want to go into all the dupes with low vote, I want to vote for the post with the highest votes.)
3. Put a search bar straight in the suggestion forums. It's uncomfortable to go back to the Help Center main page to search the forum..

Also does the staff really checks the suggestions forums? Doesn't feel like it...
Reply
:iconsemi234:
semi234 Featured By Owner Oct 29, 2016
Does :devart: still have the help chatroom feature?

I have been able to find it in quite awhile & was enormously useful (to say nothing about being efficient) when the FAQ search feature things were of no immediate help.
Reply
:iconnylten:
Nylten Featured By Owner Oct 29, 2016  Hobbyist General Artist
It has its pros and cons, but at least it takes away some clutter. However, like some comments from earlier, I personally miss the green tinge this site is notable for.
Reply
:iconzungzwang:
zungzwang Featured By Owner Oct 26, 2016  Hobbyist Digital Artist
Definitely an improvement from the oldie Help Center! Good job!
Reply
:iconsynthes:
synthes Featured By Owner Edited Oct 26, 2016  Professional Interface Designer
It's nice but I miss the deviantART green there. It's grey in grey and doesn't match the look and feel of the deviantART we know.
Reply
:iconelectricjonny:
electricjonny Featured By Owner Oct 25, 2016  Hobbyist Photographer
And… once again, comments.deviantart.com/1/6410… I take it staff simply don't read comments here anymore?  Is that too much to pay them for?  I have a problem, and will resolve to the help desk if you don't answer, but this should be cleared up here, with this announcement.
Reply
:iconnylten:
Nylten Featured By Owner Oct 29, 2016  Hobbyist General Artist
Yikes.
Reply
:iconelectricjonny:
electricjonny Featured By Owner Edited Oct 29, 2016  Hobbyist Photographer
It seems I did get a response back, but as it was logged under Social within Gmail, I didn't see it until now.  The answer:

Chris (DeviantArt)

Oct 27, 07:37 PDT

Hi,

Thanks for the info. The main forum page link was forgotten in the transition but the DT team is aware now and will have a fix for it as soon as they are able.

As for not being able to access the suggestions forums without logging in… this was a spam prevention feature enabled by the switch over. We will disable it for now and monitor the situation and if additions become unruly we will have to consider alternative access methods. :)

Chris Carey 
Customer Service Representative
Community Operations
ikue.deviantart.com

And my response:
Jon Spence <jonspence@gmail.com>
7:16 AM (8 minutes ago)
to DeviantArt
Well, as I still can not even access MY OWN TICKET here, which leads me to support.deviantart.com/hc/en-u…, I have to say, your system is sucking very much in customer satisfaction.

Fuck you.  Have a good day.  Please, consider talking to me via note or comment on deviantart.com in a more humanistic manor next time.


EDIT: Er sorry, seems I posted twice.  Just consider this a bit more info, I guess, or a rewording :B
Reply
:iconnylten:
Nylten Featured By Owner Edited Oct 30, 2016  Hobbyist General Artist
You'd think they'd test everything out first before moving that portion of the site to a new server. Makes me wonder what their "solution" will be if they have to enable that so-called spam filter again.

Either way, kudos for standing up for what's right on dA. It shows that even the senior members who comment on updates like these are brushed away like the others. That's not healthy for a social media business and - as evidenced by several former staff members- causes a lot of dissatisfaction within the community that helps keep the business alive. Without happy clients, the site is doomed to crumble, like it slowly is doing.
Reply
:iconelectricjonny:
electricjonny Featured By Owner Oct 30, 2016  Hobbyist Photographer
Well, it seems to be still shit service, without any sort of humanity to it all.  So, just people being able to slack off ever better than before.  Sad really.  Still have not gotten a humanistic or actual reply from my issues on this yet.
Reply
:iconnylten:
Nylten Featured By Owner Nov 7, 2016  Hobbyist General Artist
Sad. Very very sad.
Reply
:iconelectricjonny:
electricjonny Featured By Owner Oct 29, 2016  Hobbyist Photographer
It seems I did get a response to my HD question on this, but again appears I can not actually VIEW the fucking message, as it appears as a Social message within gmail (which I largely ignore), and the link to the ticket is again, not viewable on the site due to not being logged in…

BUT, via the email notice, I was given:

Chris (DeviantArt)

Oct 27, 07:37 PDT

Hi,

Thanks for the info. The main forum page link was forgotten in the transition but the DT team is aware now and will have a fix for it as soon as they are able.

As for not being able to access the suggestions forums without logging in… this was a spam prevention feature enabled by the switch over. We will disable it for now and monitor the situation and if additions become unruly we will have to consider alternative access methods. :)

Chris Carey 
Customer Service Representative
Community Operations
ikue.deviantart.com

Reply
:iconkovowolf:
KovoWolf Featured By Owner Oct 25, 2016  Professional General Artist
This is super sexy :D
Reply
:iconelectricjonny:
electricjonny Featured By Owner Oct 25, 2016  Hobbyist Photographer
Again with the question, comments.deviantart.com/1/6410… Or do I need to send a HD post?
Reply
:iconode-chan:
Ode-Chan Featured By Owner Oct 23, 2016  Hobbyist Digital Artist
Beautiful update, dA! I'm really impressed! The new design is really nice and the votes system is very important! Just be sure to check those vote, right? :)
My only concern is that I didn't get your journal post in my notifications or anything, I just unintentionally found it, which is quite a shame since people should know anytime dA gets updated :)
Reply
:iconlimnoria:
Limnoria Featured By Owner Oct 23, 2016
Congratulations, you made the help desk prettier.

Is anything actually going to change?  :unimpressed:
Reply
:icongillianivy:
GillianIvy Featured By Owner Oct 22, 2016  Hobbyist General Artist
:D
Reply
:iconelectricjonny:
electricjonny Featured By Owner Oct 22, 2016  Hobbyist Photographer
I can not get to the suggestions part of the help desk, the "join the discussion" link near the bottom support.deviantart.com/hc/en-u… leads to a sign in page.  Why would I need to sign in if I want to read suggestions and am already logged in here?  I suspect you guys are using some third party cookies or some bullshit to connect deviantart.com to zendesk.com (sta.sh too I'd guess), but that is a very unsafe thing to do and I would like another way to get to suggestions.  Hell the Sign In label at the top doesn't even do anything.
Reply
:iconkanoeshirota:
KanoeShirota Featured By Owner Oct 22, 2016  Professional Digital Artist
WOW! Thanks a lot for your hard work! 
I'm looking forward to a new DA experience! 
I'm glad and grateful to have so active and always developing staff members! Heart 
LazyIcon I wanna use - 38 
Happy Halloween to all of you! Pumpkin Icon 
Reply
:iconthubakabra:
Thubakabra Featured By Owner Oct 22, 2016  Professional Digital Artist
Thanks for the update, seems far more professional than the original one. 
Reply
:iconsheorun:
sheorun Featured By Owner Oct 22, 2016  Student General Artist
I'm already looking forward to see this new clean look spread over the whole deviantart experience :la:
Reply
:iconpinkythepink:
pinkythepink Featured By Owner Oct 21, 2016  Professional Artisan Crafter
Thank you :)
Reply
:iconlethal-woman:
Lethal-Woman Featured By Owner Oct 21, 2016
I can't see why anyone would even care about how the support page looks. In the first place they do NOTHING ZERO ZILCH to help their members or improve their terrible service. I am thankful I do not pay to use this website as there are so many problems daily. OH one thing you people really need to so is stop all this bullying in the website. It does not matter whether or not you block a person because they can make up multiple names to harass people that you do NOTHING about. That is one good reason that a lot of my friends left this website. The whole thing is crummy
Reply
:iconaspiredwriter:
AspiredWriter Featured By Owner Oct 21, 2016  Hobbyist General Artist
question: with the exception of the links above (which means saving this post and directing to it forever when wanting to get to the new help desk) is there an actual way of getting to this new help desk? the stick menu "help & FAQ" button still leads to the old one. is this temp?
Reply
:iconlaurenkitsune:
LaurenKitsune Featured By Owner Oct 21, 2016  Hobbyist Artisan Crafter
Yep, just temporary!
Reply
:iconaspiredwriter:
AspiredWriter Featured By Owner Oct 21, 2016  Hobbyist General Artist
oh ok then
Reply
:iconaspiredwriter:
AspiredWriter Featured By Owner Oct 21, 2016  Hobbyist General Artist
finally an upgrade that i can get behind! yes, it needs major work BUT much more important: how do you get there? i have the stick menu on under the main title bar (thank you for still allowing us to have this) with the gallery/chat/help&FAQ etc. on it but i'm pretty sure most deviants don't have this on. without it how do you even get to the helpdesk/FAQs? that's the biggest issue! we desperately need a "help" button on the main titlebar so that anyone can find it if need be. it seems like we are discouraged from getting help by having it hidden some place out of sight. (this applies to other things as well like the chatrooms and forums) how do i even get to the suggestion forum? i've had suggestions over the years. where do i even go? this should be clear and easily accessible for all deviants.

hopefully this is also part of this uplift
Reply
:iconlaurenkitsune:
LaurenKitsune Featured By Owner Oct 21, 2016  Hobbyist Artisan Crafter
Great question! Until we're totally finished with the updates, the current "Help&FAQ" that you get to via the menu bar and in the footer will still exist. It's never hidden -- in fact, it's on the footer of every page!
Reply
:iconaspiredwriter:
AspiredWriter Featured By Owner Oct 21, 2016  Hobbyist General Artist
oh cool. something i didn't know. of course it is hidden unless you scroll all the way to the bottom. it is however NOT in the header unless you mean the sticky menu which is turn-on/offable. from the dawn of time (at least where computers with monitors are concerned) there have been a very visible "help" button/menu on any respectable (and many not respectable haha) programs and for good reason. no matter how convoluted a program/site is the one thing that should be blatantly obvious (like that submit menu button) is the help. maybe it could be bolded somehow on the footer and have the footer float so that it is always visible even when scrolling up. an icon would certainly make it more visible.
Reply
:iconbfg-9krc:
BFG-9KRC Featured By Owner Oct 21, 2016  Hobbyist General Artist
Well, looks like the page loading issues are fixed...for now.

Great initiative, the choice of header background makes it look all the more welcoming :thumbsup:
Reply
:iconkatieline:
Katieline Featured By Owner Oct 21, 2016
I really think you should have a straight-up FAQ list somewhere. That way if searching just fails, someone can read through the FAQuestions manually to find one that might help, and then click the link to find the answer.

In other news, quit trying to make DA stop looking like DA. We're not other websites, we don't need to look like them. And stop trying to optimize the desktop site for "tablets" instead of, you know, desktops.
Reply
:iconlaurenkitsune:
LaurenKitsune Featured By Owner Oct 21, 2016  Hobbyist Artisan Crafter
You're totally right about a straight-up list being easy to reference, and we have that!

If you go to support.deviantart.com/ There are four categories at the top there: My Account, Submissions, Purchases, and Technical Problems. At the moment 90% of the FAQs are contained in those 4 sections, and we're working on getting it to 100%. :D
Reply
:iconfantasylost:
FantasyLost Featured By Owner Oct 21, 2016   Digital Artist
The DA Help section used to provide us with a real "straight-up" listing of all FAQs by FAQ number (like a Table of Contents). When I didn't know the exact terminology I needed to enter as a search string, I could at least scroll through the entire list until I came across the FAQ I needed. Somewhat tedious, but ultimately worked for me in a variety of instances.

On the old FAQ page, there was always a box stating, "To give another deviant a direct link to this FAQ answer, use the following code in your comment or forum post: :faq###:" which I could then copy/paste into a Comment when helping someone with a problem. That handy link is not available in your new Help section. (And IMHO the old Help screen is much easier on the eyes, has less useless white space between lines, and looks like I'm still on the DA site. And what's the point of adding the unrelated and unneeded "Recently Viewed" info on the right side of the new screen?) 

Example - Old Help FAQ Screen for "How do I use Journal skins?:  help.deviantart.com/62/
Example - New Help (Not Numbered FAQ) Screen for "How do I use Journal skins?:  support.deviantart.com/hc/en-u…

Anyway, can I assume that a list of FAQs in numerical order will no longer be available in this "upgrade"?
Reply
:iconkatieline:
Katieline Featured By Owner Oct 21, 2016
Good! I still have to visit at least 16 pages/sub-lists to see all the FAQs, though, which isn't quite what I was picturing.
Reply
:iconelandria:
Elandria Featured By Owner Oct 21, 2016  Professional General Artist
:thumbsup:
Reply
:iconkazukiartstudios:
KazukiArtStudios Featured By Owner Oct 21, 2016  Hobbyist General Artist
Now if only the mobile version of dA wasn't white on white on white
Reply
:iconpearwood:
pearwood Featured By Owner Oct 21, 2016  Hobbyist Photographer
Yay!
Reply
:iconando-an:
Ando-An Featured By Owner Edited Oct 21, 2016  Hobbyist Digital Artist
I'm getting plain text on white backgrounds in Edge, Firefox, and Chrome : /
Pages seem to load slower too
Edit: same thing happens on mobile for me.

Edit2: fixed! :la: It looks nice I like it!
Reply
:iconjennystokes:
jennystokes Featured By Owner Oct 21, 2016  Professional General Artist
Can you please STO messing around and DO something with your 'servers?'
Everything might work very well in the US this is NOT happening in Europe?????????
Reply
:iconvividthought:
VividThought Featured By Owner Oct 21, 2016
It's not a problem that DA can really fix
Reply
:iconjennystokes:
jennystokes Featured By Owner Oct 22, 2016  Professional General Artist
Why NOT?
Reply
:iconvividthought:
VividThought Featured By Owner Oct 22, 2016
Well, elandria pretty much explained it XD
The internet was having some baaad shizz yesterday.
Reply
:iconjennystokes:
jennystokes Featured By Owner Oct 23, 2016  Professional General Artist
Yes..........I read this................perhaps one day it won't be there at all!
Reply
:iconelandria:
Elandria Featured By Owner Oct 21, 2016  Professional General Artist
The US is currently experiencing a major DDoS attack affecting millions of websites... that could be a factor with DA.
Reply
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