mgbaron's dashboard

Sorry if my comment came across as rude (it probably was, it was a long day), and yes feel free to delete this post if you want.

My point is just that I followed Ping's feedback link expecting to leave feedback. I had no prior knowledge of GetSatisfaction or what the protocols of the site are; I simply wanted to leave feedback on the Ping product. So my comments are more for Ping than GetSatisfaction.

I think a better title for the link on Ping site would be "Support Forum" rather than "Feedback." Feedback implies that I can leave a simple suggestion for the company and in this situation I would not expect to get a rude response as if I'd stepped into some sort of elite forum that doesn't welcome noobs.

I've looked back over the initial GetSatisfaction screen and I now see the note I missed about OpenId. However, there is something else that I see first that is much more prominent that says "What do you want to ask?" Furthermore, I have no clear indication that I have switched off of Ping's site, and I am now interacting with a support community. A simple sentence or tagline about GetSatisfaction's mission might help to clear this up.

If, in general, it is a goal of GetSatisfaction to allow user's to help themselves before asking a question, why not help them do this. Here are a couple of ideas:

1. Ask the user if they have searched previous topics before posting
2. Show the user similar results to the question they asked before they confirm they want to post a new topic

It sounds like Eric is alluding to point two in his post.

Finally, I just want to note that I appreciate Eric's response which was considerate and helpful.

Understood.

Please also understand that I was just making a suggestion and I am not familiar with your support product and don't have the time to research previous threads before making a suggestion. If you are not interested in hearing unfiltered suggestions then I suggest you make that more obvious to people following your FEEDBACK link as I did. Anyway, you won't be hearing anything else from me, so no worries!