Most of the time when something doesn’t work, it’s the user’s problem. He has a bug in the app he’s working on. But other times, it’s a genuine problem with the system software, meaning the firmware or the Cloud software. The support forum does a great job of helping with user problems. Thank you.
I am a bit lost as to how to get the attention of the core sw developers for Particle.
From reading forum entries, it seems like developers often will chime in to help a user with a problem. (Again, thank you.) And I suppose a forum entry will sometimes cause the issue to become a true “support ticket”. (I think that’s the correct vocabulary.) But I don’t know.
How does one “enter” a support ticket themselves? For example, if I have seemingly exhausted the knowledge base of the forum users and the issue really seems like a system software problem, how do I make sure it gets to the developers?
I have been told to enter the issue on the Support Contact page under “Do you have a different question?” A couple people have said that’s the right thing to do. However, I have never gotten any response back when I have used this.
Along these lines, I recently stumbled across a web page new to me: “zendesk.particle.io”. It seems to be a portal into the developer’s internal world. I see what seems to amount to a buglog system. I see ways to enter new issues but it seems intended for developers or apps engineer’s use only. But maybe I am wrong. I cannot believe you want naive users (like me!) dumping in lots of entries.
Right now I am stuck on a problem. I cannot move forward and it seems like a system problem. What do I do? Simply stop using the Photon for my project? That’s crazy. If there was a way to pay for higher level application’s support, I’d be happy to do so. (Within reason!!)