Trouble shooting forum responses

[Corey]

Why, more times than not, do members of the staff not give a solution to problems that are posted in the trouble shooting forum? Instead of posting an answer to problems they ask the thread starter to create a support ticket or they send them a PM.

The ticket response time is pretty good, always answered within a few hours. It is just frustrating to search the forums for a solution to a problem I have and see a few others have posted about the same problem, only to see "PM sent" or "Please submit a support ticket" instead of a solution.

I am sure there are reasons for this, I am just curious of what those reasons are.

[Keith Cohen]

Many times we will need access to the user's server to troubleshoot and correct the issue, so we need to take it to the ticket system in order to get those private details.

[Corey]

Originally Posted by Keith Cohen

Many times we will need access to the user's server to troubleshoot and correct the issue, so we need to take it to the ticket system in order to get those private details.

Understood, thanks for the reply.

[Keith Cohen]

There are plans for a knowledge base that should remedy this issue.