Archive: Announcements

Help Desk Closure

No comments

Six years ago we made http://themeblossom.info to provide support related to our themes exclusively sold on Theme Forest and to provide maintenance and customization services.

Unfortunately, authors of software installed under the hood of our help desk discontinued their product two years ago. Though our development team pushed their limits to keep this software fully operational – in last couple of months we had too many problems (missing notifications, registration issues, lost tickets, etc) and experiencing an overwhelming number of challenges making all those development hours wasted.

Therefore, we’ve decided to close both services we are offering through this site and move them to more reliable help desk software.

Customer Support

Starting from March 1st we will completely close registration on this site and migrate our customer support to Freshdesk. Our dedicated site is already installed (though in beta phase) and you can start using it immediately. Please navigate to this URL: https://themeblossom.freshdesk.com/ and register for our new service.

Development and Customization Services

Over the years, we’ve developed and customized more than 700 sites. From February 10th, our http://themeblossom.info/experts page will be permanently redirected.

We partner with Codeable, the only WordPress Freelancer Platform in order to give you a trusted resource for hiring the best WordPress developers.

Codeable matches you with the right WordPress developers in under a day. Whether you need development, support or an affordable consultation, Codeable’s developers are able to help you.

Codeable completes more than 2000 of WordPress projects for it’s of clients each month.

Codeable is officially recommended by the best WordPress brands so you know your project is in good hands. If you have development task, need a customization or maintenance service, start your project on http://themeblossom.info/codeable

Epilogue

This is the last email which will be sent from Theme Blossom Help Desk. We will not send you 2 weeks or day’s notice of the closure, but if you have more questions, please don’t hesitate to send them to office@themeblossom.info.

Thank you for the time and attention you’ve contributed to this community. It has been a privilege to help you on this site, and we look forward to meeting again in new ways.

Sincerely yours,
Theme Blossom Team

System Failure

No comments

Unfortunately, our hosting company was under a massive DDOS attack during the previous week, so all our systems were down for more than 24 hours. Help desk is restored, but some tickets are lost. If you notice that your ticket is missing please raise another one.

Of course, this trouble changed our timeline, so you might experience a slower response time than usual. Sorry for this.

We will soon introduce a new support site, so luckily things like this will not happen again.

Problem during installation

No comments

If your WordPress threw this error: “Something went wrong with the plugin API” during installation of recommended plugins, then you tried to activate Newsletter plugin. Since end of September it is no longer active on WordPress repository, so theme installer can’t find it.

We don’t know the reason and authors still advertise it as available on their site.

We are preparing theme updates which will contain built-in plugin installation. If you have a strict deadline and can’t wait new version to be published, please raise an urgent ticket and we will provide it to you.

Thank you for understanding.

IMPORTANT! Please read this carefully!

No comments

We’ve noticed that many users disregard Guideline and Policies of our help desk. And those mistakes are delaying our support.

Our response time is usually less than 24 hours for tickets of high priority, though we keen to provide fast support for tickets with low and medium priority, too.

Though we usually work 24/7 (yes, even on Sunday), because we take our job to home – our office hours are 8AM-6PM CET (2AM-noon EDT) from Monday to Friday. So, please don’t expect to get immediate response on urgent ticket sent on Sunday night.

It is very very very important to choose appropriate type when submitting your ticket. Scheduled time for supported themes is not the same as scheduled time for non-supported themes, so if you choose to raise an urgent ticket for Campaign and you raised an urgent ticket for The Cause instead, you will be waiting at least 3 times longer than expected.

Try to be as specific as possible, it will help us to help you faster. Please make sure to describe only one issue per ticket. Please don’t create tickets with list of 3, 7, 12, … issues – if you have one issue per ticket, there is a big chance to be supported by two or three staff members at the same time. Therefore, you will get our help much faster.

Please don’t change status of your tickets unless you are marking them as resolved.

Please don’t mark your tickets as urgent if you have regular help or customization requests or common questions (i.e. what is changed in the latest version of your theme; how can I change color of navigation, etc). This is very unfair to other buyers with actual problems, so we will keep our right to disable this option for you (you will be able to post only low priority tickets).

Please don’t reply via email, use only this support system.

If it is asked from you, please create a temporary admin account for our support members and provide login details in your reply on this support site. Don’t send it via email. Your tickets are private and hidden from other users.

VERY IMPORTANT: please please don’t bump your threads every 2 hours. You will loose your order in the waiting queue. Please don’t raise another ticket with the same issue if you didn’t receive an answer on the open one.

We usually provide code for customized widgets/shortcodes/page template free of charge – so play fair, please don’t expect results after 10 minutes, just because your client is in rush. If you want an urgent coding and customization, please send an email on info@themeblossom.net and our CTO will evaluate the price and turnaround time for your request.

THE MOST IMPORTANT THING: please don’t be rude. We keep our right to warn your account (only low priority tickets are available for warned users) or even to ban you and report to Envato.

We DO look forward to serving you, but we really need just a basic understanding and patience from you. Thank you!

Lost tickets

No comments

We’ve recently received several complaints regarding lost tickets.

If you didn’t receive our answer in scheduled time, please check if your ticket still exists on your profile. If it is lost, please raise another one – as an urgent ticket with “resend” used in title of ticket. This will put your ticket on top of the waiting queue.

Sorry for the inconvenience and thank you for understanding.

Campaign 1.3

No comments

Campaign 1.3 is pushed for review.

It now supports the latest version of both WooCommerce and The Events Calendar Plugin (deprecated functions removed);
Redux Framework alert is disabled by default.

There is also a new page blog preview template (Blog with XS Thumbs) – http://themeblossom.net/campaign/blog-2/

Carousel shortcode of page builder again supports issues.

More advanced loading screen script is added. Please check our demo site for preview.

Full list of changed/added files:

changed files:

[folder] woocommerce
[folder] tribe-events
[folder] framework-customization/extensions/shortcodes/shortcodes/tb-carousel
header.php
inc/enqueue.php
inc/php/custom-scripts.php
inc/admin/options.php
inc/css/themeblossom.css
inc/css/icomoon.css

new files

page-blog2.php
inc/js/themeblossom_loading_screen.js

Tickets lost

No comments

Due to problem with server during the last week of August and first couple of days of September, some of tickets opened in this period are deleted from our database.

If you have raised a ticket between 25th of August and 4th of September and still waiting for a response, please check if there is a ticket on your account. If it isn’t there, please let us know.

Sorry for inconvenience and thank you for understanding.