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Is there a help desk?

  1. georgettebellydance
    Member

    Is there actually a help desk or do we just rely on the community for help?

    I have a couple of questions which I assume would be better addressed to WordPress support.

    For instance, I can't enter my mobile phone number on my details, because Australia is not on the list of countries.

    Is there no way to report that to the team?
    Blog url: http://bellydanceoz.com/

  2. This is a peer support forum where Volunteers and Staff work cooperatively to deliver WordPress.com support. Volunteers answer most questions and Staff monitor. When Volunteers cannot provide the required support we flag threads for Staff attention.

    There is no phone support here. If you have purchased an upgrade then you can contact Staff directly using this link http://en.support.wordpress.com/contact/ If you have not purchased an upgrade then your simply post what you need help with into a forum thread.

    P.S. I flagged this thread for Staff assistance.

  3. RATS!
    I made the classic error of not clicking into the blog before replying. You are posting to the wrong support forum. That's not a free hosted WordPress.com blog and we cannot help you with it. You must post to this support forum http://wordpress.org/support/
    For clarity read > WordPress.com vs WordPress.org: The Differences

  4. And other than the community over there, there is no customer help desk. You can contact your web host.

  5. georgettebellydance
    Member

    You assume wrong. My blog uses WordPress.org, but I am using Jetpack Stats - which are on WordPress.com.

    That's where I can enter my mobile number to recover my account - and I can't fill it in, because there's no listing for Australia.

  6. Hi there,
    I assumed nothing. I went to the blog and verified that it was not a free hosted WordPress.com blog. We WordPress.com Volunteers have been told to refer folks with Jetpack issues over to the existing Jetpack forum at WordPress.org, since it would be easier to keep support focused in one place as much as possible: http://wordpress.org/support/plugin/jetpack

  7. georgettebellydance
    Member

    OK, fair enough. I had no way of knowing that.

    I will try posting there. Unfortunately no one has answered my other question there in two weeks, so I don't have high hopes. That's why I was asking whether there was any kind of help desk, since this (Australia missing out of an otherwise comprehensive list of countries) looks like a simple technical bug.

  8. I'm sorry but I can't help you.

  9. georgettebellydance
    Member

    Yes, you've made that clear, I was just explaining why I posted here.

    Actually, I just went to WordPress.org. There is a link on the Jetpack information which leads to Jetpack.me for help, and on Jetpack.me there is a link to Support which leads to a form which posts on these forums.

    I'm thinking perhaps WordPress.com needs to do something so that WordPress.org users don't get that link, to avoid people like me bothering people like you unnecessarily.

  10. Note that I flagged this thread for Staff attention some time ago now.

  11. Hi sirenabellydance,

    Thanks for posting about this here, and I'm sorry for the inconvenience. I'll ping our developers to see if they can add Australia to the list. While I can't give you a time frame, I'll be sure to reply back in this forum thread when I hear back with an update.

    I do want to let you know that we offer Jetpack support, and we actively monitor these forums and the WordPress.org forums for Jetpack issues.

    http://wordpress.org/support/plugin/jetpack

    Let me know if you have any other questions and I'll be happy to help.

  12. To clarify: the STAFF offer jetpack support, the FORUMS here do not. Unfortunately, the Contact Staff link dumps you in the forums anyway. Hence the confusion.

  13. bryanvillarin
    Staff

    Hi raincoaster,

    When someone submits the form at Contact Support from the Jetpack Support page, it goes directly to us.

  14. georgettebellydance
    Member

    Bryan, when you say "it goes directly to us", what does that mean? I filled in the Contact Support form and the result was, it posted on this forum. I didn't get any response from staff except your reply on this forum.

  15. georgettebellydance
    Member

    I'd also like to point out that I posted a question on the WordPress.org Jetpack forum two weeks ago and no one has answered it. It was about the "Share" buttons showing on the front page even when that option isn't ticked.

  16. Hi sirenabellydance,

    It means we receive an email directly from you.

    Can you take a screenshot of what you see on this page while logged into your WordPress.com account, and upload it into the Media Library of your WordPress.com blog? (I'd like to confirm which form loads for you.) Thanks!

  17. georgettebellydance
    Member

    Done

    [ link redacted ]

  18. I filled in the Contact Support form and the result was, it posted on this forum.

    I've actually seen quite a number of threads where people stated they thought they were filling out a Support Form/Request/eMail, only to be surprised to find their information posted on an open forum.

    Sometimes they'll post another time or two (creating new threads) and can't seem to figure out what they're doing wrong.

  19. Thanks sirenabellydance. I'll take a closer look at this.

  20. @sirenabellydance: I can confirm that filling out that contact form sends an email to us. (I've removed the link to your screenshot since for your security.)

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