Support @Themekraft – Zendesk vs. Forums

Since the beginning of we always had BuddyPress forums and they worked out well so far. But as support became more and more intensive we also installed a ticket system from Zendesk – so users can write emails or create a support tickets in Zendesk directly. Also the premium support is handled in Zendesk.

Zendesk vs. Forums

And it turned out that Zendesk is clearly the winner. The forums are not really needed anymore as the ticket system is used to 99% in support.

So we decided to remove the forums and have all the support bundled in our Zendesk now:

Knowledge Base vs. FAQ

Also here the clearly winner is Zendesk with its Knowledge Base and a lot more possibilities than just the FAQ in our site. The complete Documentation and How To’s will be in Zendesk – the Knowledge Base:

What makes the FAQ with some how-to’s being a doubled place also… So we merged our “old” FAQ into the Knowledge Base now, which will be filled in near future with further help. ;)

The menu is now cleaner, and the support more clear.


What’s free support, what’s premium support? Just have a look here:
Support Overview


What Do You Think?

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  1. Hey there…

    I am new to this community, but it seems to me that leaving out forums from your support scheme takes away a vital resource. As a premium member it’s nice to be able to email you for support, but I would rather be able to search to see if my question had been asked previously before I waste anyone’s time.

    Many of us would also like to be able to publish solutions to issues we’ve found on our own and help others with issues we have come across — but doing away with forums takes this option away as well.

    Thanks for your efforts,

    That’s all for now.

    Thanks for your efforts,

    • Hi JM,

      thanks a lot for your feedback!

      We also want to keep this vital factor alive and discuss issues with users together. The knowledgebase is kind of a very big and FAQ and forums in one. Also they are easy to search through and you can comment and discuss things.

      And a lot more is possible! By turning support tickets to forum threads in our knowledge base you will soon have a lot of threads to every kind of specific problem, and you can search before asking us a question if you like ;)

      Another point is, that the forums were already full with stuff and answers that don’t fit anymore to the software, what means that these problems do not occur anymore or solutions do not work as files and functions changed…

      At the end there are many points that made zendesk the absolute winner – we were also surprised! But in zendesk you can achieve a lot of things and have a quick and i would say also vital support system with a lot of space for dicussions and solutions!

      And you are right, the most important thing in our support system is not only help, but the ability to learn, share and discuss.
      Hope this way we will have all of this without any confusion of too many places for support, as before..

      Thanks again, feedback and thoughts are more than welcome – Konrad

  2. So basically if we aren’t premium members, we can’t get support because there is only zendesk. And to use zendesk you need to be a premium member?