New Knowledge Base and Customer Service Updates
|15 min read
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danlev's avatar
By danlev   |   Watch
52 152 18K (1 Today)
Published: April 30, 2018

DeviantArt is always looking at how we can better serve deviants. We’re aware Customer Service is an area that needs improvement, and we’d like to share some of the steps we've taken to grow and what we'll be doing going forward. As you may have already noticed, our FAQs are on a new Knowledge Base platform with improved search capabilities and streamlined presentation. But those aren’t the only changes.

Screen Shot 2018-04-30 at 1.15.18 PM by danlev

Technology That Helps Us Help You

As deviants search for information in the Knowledge Base, we will be able to identify which answers help solve questions, while also being able to identify which answers need improvement or are missing.  This information will help us pinpoint issues so they can be addressed more quickly.

Rewritten and Improved FAQs

At the bottom of every article, you’ll find a “Did this answer your question?” button. Click “No” if you ever find an article that’s out-of-date or less-than-helpful. You’ll be prompted to log in so we can keep you up-to-date with the status of your Help Desk ticket if you decide to submit one.

aunjuli, MisfitsTamara, and LaurenKitsune reviewed and amended the FAQ answers to ensure they are clear and correct, but the process will continue as we refine our work.  We will continue to review and update the articles on a regular basis taking your feedback in consideration.

An added benefit is, if deviants have a question, it will be easier to find the articles in the extensive Knowledge Base that can answer it. This will cut down on unnecessary ticket submissions — where the solution is stated in an article — and improve our response times by freeing up our Support Team to deal with more pressing issues much faster.

Say Hello to Our New Customer Service Team Members!

Over the past year, our Customer Service team has been growing, including eight new additions:

Feel free to say hello or give them a friendly llama!

Thank You!

We will continue to improve the Knowledge Base platform with your help and feedback! Please give the new Knowledge Base a try next time you run into an issue and share your feedback on any article you encounter by using the buttons at the bottom of each article. Thank you!




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Comments152
anonymous's avatar
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AmbientGales's avatar
If only customer service wasn't broken
Koijot's avatar
KoijotProfessional Digital Artist
Hello! im trying to report a bug but i cant find anywhere on that new Knowledge base where i can actually submit a report. 
where can i submit a bug report form now?
HimitsuUK's avatar
HimitsuUKStudent Photographer
Nice one
CaseyJewels's avatar
CaseyJewelsStudent Writer
I really wish you guys were stricter with what needs a mature tag. I don't want to see nudity that has just barely been censored, or sex toys, and why the heck do you have a mature tag for language if you're not going to enforce it? I don't want to be seeing the F-word.
WerecatqueenNic's avatar
WerecatqueenNicHobbyist Writer
The mature tag for language is considered 'optional'
CaseyJewels's avatar
CaseyJewelsStudent Writer
That's pretty lame.
DanielaIvanova's avatar
My personal feedback: actually submitting a ticket has been made EXTREMELY difficult. One is made to jump through a number of hoops in order to be able to report a problem. There is no access to older submitted tickets. The drop-down menus for the ticket submissions only serve to confuse and frustrate, they are not helpful AT ALL. And even after I managed to submit my tickets I didn't get any notification of the reply on the website - only on my email. I find this counter-intuitive, I want to have an easy access to my tickets and replies and get an on-site notification. And finally, the replies are still automated, there is no update on whether it is being worked on the bug or not. Furthermore, on one of my tickets I got a reply in the spirit of "We're prioritizing bug fixes based on number of reports and complexity of the issue" which reads to me as a polite-ish way to say "your problem is insignificant to us since it isn't submitted by 1000 other people and it's too complicated for us to address in the near future". It sounded frankly disheartening and vaguely offensive.
This kind of service for me is unacceptable, especially in comparison to the previous system. It remains to be seen whether the addition of staff members will improve the time it takes to fix bugs since it certainly isn't related to a better assistance accessability.
MasterRJ's avatar
MasterRJHobbyist Artist
It is REALLY hard to report a bug. Many people couldn't tell me how to do that until one, after a long time, sent me a link to the OLD FAQ. And then after everything, when I try to send the bug report with everything properly filled out and checked it says that I'm trying to do something forbidden.

Please, I really want the "Dead Fella" bagde for discovering a bug/glitch. Can I just send my picture of proof and explaination to a staff member? Please, I want that badge.

Sorry for being so badge-thirsty.

Furthermore I have been bothered repeatedly by an obvious scammer, who even insulted me in the end before I finally decided to block him/her because of this. It would be greatly appreciated if I could just press a "Report Deviant" button because I'm in constant fear of being hacked after hearing that this happened to many people, some of them telling me this personally.

I also believe it is important to tell you that someone told me that dA has a large population of active child groomers. Can you verify this?


Thank you for reading!
MasterRJ



P.S. I really want the Dead Fella badge
ExploringCity's avatar
Hey. You kinda put reporting deviants breaking the rules abit hard. Can you find me a link to report someone?
MidnightExigent's avatar
MidnightExigentHobbyist Digital Artist
Where did I put my car keys?
Tuntalm's avatar
If you could just add a "contact the help desk" button at the bottom of the page, that'd be great. Last time, i needed to go on an entirely different website to find a link to the help desk form (this website : deviantart.zendesk.com/hc/en-u…)

It doesn't make sense to split both things, unless you don't want people to contact you, but I guess that's not the goal here (hopefully not :lol:)
danlev's avatar
The Zendesk site will be phased out. But as the article says, when you have an issue, search for the answer in the Knowledge Base, and if the relevant article doesn't fully answer your question, or you need further help, there's a button at the bottom of each article that says "Did this answer your question?" -- when you click no, you'll be prompted to contact us.

You can also use the direct link: contact.deviantartsupport.com/…
SoulTheRobotDRLE's avatar
Stupid question, can I report abuse with those stuff members? 
Tuntalm's avatar
Okay thank you for your answer :)

Didn't notice the button at the end of each article, I was looking for a main button/page. It sounds fair.
Bootsii's avatar
BootsiiHobbyist Digital Artist
Hi! Last time I checked, there was missing information (that used to be there) on the page on emoticons. Before, it used to state a list of how many emoticons one could use across different areas of the site whereas now it just gives instructions on how to add emoticons to comments.
You can still see *some* of the old answer on the page's metadata when you search for "how many emoticons can you put in a journal on deviantart," for example, on Google. You'll see the page I'm looking for is titled "What are the limits for thumbnails and emoticons?" but upon clicking into it, it becomes "How do I add an emoji/emoticon?"
danlev's avatar
Heya. We cleaned up a lot of the articles, and removed some of them that were outdated. In general, there isn't really a rule on how many emoticons/thumbs are allowed in certain areas of the site, since most areas will restrict you if there's a limit of thumbs, and there are many journals with a ton of thumbs (like art features) or emoticons (like emoticon lists) that look great. As long as you're not maliciously spamming, you're good. :) 
Bootsii's avatar
BootsiiHobbyist Digital Artist
OH! That's good to hear. Thank you so much for the info!
Space-between-spaces's avatar
Space-between-spacesHobbyist Traditional Artist
Please return the help desk to it's original functionality, you know, the one where when we looked for facts it gave us the correct facts. Now it gives us vague answers regarding policies that don't answer our questions regarding them.

Also I applied to become a help desk volunteer a while back, did you ever receive my application or did it get declined? If it was declined can you tell me ways to make it look more suitable?
Veroom's avatar
VeroomHobbyist Artist
I don't really have any thoughts about the new system since I've barely used it. At the very least it's nice that old FAQ links redirect to corresponding new pages.

That said, I noticed the new system before this post, since I looked up the FAQ a few weeks ago when many bondage artists suddenly started getting hit by saw mass deletions and month suspensions. If that arose from various FAQs (such as the infamously vague 248) getting rewritten and their infringement being caused by a new rule, I feel it would have been nice to issue warnings first instead of taking drastic action right away. It feels unfair to temporarily ban people and remove their efforts for not following changes, before you've even told them of the changes!
Username-91's avatar
Username-91Hobbyist Filmographer

Congratulations to the new DeviantART team members. As for the helpdesk platform, I dislike the way it works; I'm more for returning the old platform. Because thanks to it, we could send applications quickly and easily. The new helpdesk is complicated, 90% of the features the old platform had disappeared. Where are the shortcuts that we could use before by using the faq codes? (Example FAQ #303: I'm offended by something I saw on the website!) In this way, we could find a certain rule, and address it to users who want to know what is allowed and what isn’t. Now when I use these old faq codes, it either leads me to the same answer, or it gives me an answer that has nothing to do with the query I was searching. Remember when the Senior community and volunteers complained about the group limit submission process. There is a suggestion forum related to this topic; I didn't saw an Administrator from dt Community saying that he will fix the current Group submission limit.

UnexpectedToy's avatar
UnexpectedToyProfessional Digital Artist

Congratulations to the new DA team members.  :party:
     slytype  | Kietz |  ThaAuthor  | newrose4u  | PixelHideout  | TheSquidArrives  | ctrom | ddlv1988


Lots of work in store to keep the knowledge base maintained and updated. (Speaking from experience, playing the role of Senior Technical Writer at work.)

 

As the Knowledge Base is fleshed out, the team may want to think about standard user workflows.  Indicating not only how to do things but why. 

  • New to DA.  How to fav and comment and what this means to others.  How to behave in a civil and productive manner when doing so. 
  • How to post artwork.  Why certain criteria should be filled out and how it matters.  What to do after artwork is posted.
  • Features offered with a DeviantArt subscription.  Not only list the features but indicate in full detail how to use and operate widgets, widget limitations, and examples.
389898's avatar
I think it would probably be wise to advise the new DA users that the fav and commenting is optional, but recommended. If they just want to fav without commenting, that's fine, same for commenting without faving. Just my opinion, since some probably do wanna just the two anyway, and are probably speechless on the art. (I'm one of those people who tends to comment or fav or both)

And also, like the ideas of the other two.
danlev's avatar
Great ideas! Thank you for the feedback!
anonymous's avatar
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