A few months back we announced we were transitioning from forum-based support to ticket-based support in order to better deal with the growing number of Jungle Disk users and to ensure that all requests promptly responded to. At the time, we left the existing phpBB forums open to provide a public venue for feedback and feature requests. Today, we’re transitioning those forums from phpBB to Zendesk. The existing phpBB forums were a huge target for spammers and also required a different account from our normal account and support systems. The Zendesk forums are integrated with our support account system, support RSS feeds, and are generally much more user friendly.
You can find the new forums on the right-hand side of our support site, at http://support.jungledisk.com
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david said,
June 12, 2009 @ 1:20 pm
What about all the information that existed in the old forums? Is it lost now?
Jungle Dave said,
June 12, 2009 @ 1:35 pm
Virtually all of the information in the old forums, especially in the support section, is now very outdated and refers to features and issues with previous versions of the software that are no longer applicable. The old feature request and feedback forums are still available for Jungle Disk employees to access, the content has not been deleted.
James Schmidt said,
June 12, 2009 @ 1:51 pm
I am disappointed with the new structure. The peer to peer help the old forums provided seems to be gone now. Am I just not looking in the right places?
Jungle Dave said,
June 12, 2009 @ 2:03 pm
The feedback and feature request forums allow for peer interaction and replies. All direct support should be done through the ticketing system – the old support forums were closed to new posts several months ago.
Tim said,
June 12, 2009 @ 9:55 pm
Hi. Well can I get a response on my ticket then? #6951, it’s been open for nine days and I haven’t heard back in 8 days despite requesting an update.
eric said,
June 13, 2009 @ 1:55 am
im sad to see this
Jungle Dave said,
June 13, 2009 @ 6:34 am
@eric – was there something in the old forums that you see as missing in the new forums?
charles said,
June 13, 2009 @ 4:26 pm
Very disappointing.
Where can we find general user discussions and advice and tips? The old forums allowed us to see an overall view of what’s happening with the community.
Can you make the old forums viewable again please, many users put a lot of effort in posting on there and I’m sure a fair amount of discussion is still relevant.
Can you also add a “General Discussion” forum in the support section please? The new Feature requests and Feedback sections appear to be very specific in the type of discussion allowed.
User to user interaction has become more and more limiting over time, was this intentional? I realise that you want to make support requests more manageable but general community discussion is incredibly informational and it appears to have been sidelined.
I just visited the site to read up on the discussions regarding S3 vs CloudFiles but it’s all gone now. These kinds of community conversation were informational and largely unbiased.
I realise that the new forums have only just been introduced so I guess time will tell whether we’ll see the type of conversation from the old forum continue, but I wouldn’t be suprised if a Jungle Disk “unofficial” forum appears to fill the gap.
Ganesha Bhaskara said,
June 15, 2009 @ 2:31 am
I miss seeing how other people are trying to use jungledisk. The sense of community that was there earlier has vanished with the existing support solution.
FrankFN said,
June 15, 2009 @ 12:23 pm
I heard from several sources that people didnt recieve the product they bought from amazon
is this true?
Fannar said,
June 15, 2009 @ 6:27 pm
This is great. Hope to see more screencasts / tutorials / demo videos.
Edward Reid said,
June 15, 2009 @ 11:10 pm
Eliminating the real user-to-user forums leaves the distinction impression that JD doesn’t want end users talking to one another. While the forums were never particularly strong, they did exist, and served the important purpose of making users feel less isolated. I now feel that I’m totally dependent on an often-unresponsive JD support system. Removing the forums has left me with a much less positive feeling about JD.
Edward
Kyle said,
June 16, 2009 @ 12:34 am
I think this is a bad move. I’ve looked through the new support site and I’m not impressed. All of the valuable technical information about topics like security/encryption, incremental copying, and other internals of JungleDisk is now lost. This kind of information is important for many reasons, not the least of which are continuity (e.g., JungleDisk goes away) and performance considerations. Having a forum was an important reassurance for a closed-source piece of infrastructure software like this. I strongly suggest you bring it back. By all means, leave the ticket system for support requests. But I see a public discussion forum as complementary to this offering. At least put it up somewhere read-only.
Angus Scott-Fleming said,
June 16, 2009 @ 12:52 am
I, too, am disappointed in the loss of the peer-to-peer user community. One of the strengths of JD was its forums. Without the P2P forums, support will only come from JD and that’s just not acceptable these days. JD Support can only support whatever hardware and software it has available in-house. The P2P community often figures out ways to make things work in a unique environment, or maybe explains them in a way other users can understand better, while JD Support can’t.
Put my vote down for re-opening at least one P2P forum. Use some sort of Turing test to weed out the spammers if you have to, but PLEASE provide an open forum for us to discuss JD.
charles said,
June 16, 2009 @ 7:30 am
Very disappointing.
Where can we find general user discussions and advice and tips? The old forums allowed us to see an overall view of what’s happening with the community.
Can you make the old forums viewable again please, many users put a lot of effort in posting on there and I’m sure a fair amount of discussion is still relevant.
Can you also add a “General Discussion” forum in the support section please? The new Feature requests and Feedback sections appear to be very specific in the type of discussion allowed.
User to user interaction has become more and more limiting over time, was this intentional? I realise that you want to make support requests more manageable but general community discussion is incredibly informational and it appears to have been sidelined.
I just visited the site to read up on the discussions regarding S3 vs CloudFiles but it’s all gone now. These kinds of community conversation were informational and largely unbiased.
I realise that the new forums have only just been introduced so I guess time will tell whether we’ll see the type of conversation from the old forum continue, but I wouldn’t be suprised if a Jungle Disk “unofficial” forum appears to fill the gap.
Jungle Dave said,
June 16, 2009 @ 9:39 am
Thanks for all the feedback. We’ve added a new General Discussion forum based on your requests:
http://support.jungledisk.com/forums/51520/entries
Our goal was not to limit discussion, but to make it more productive and manageable.
Regarding the detailed technical info in the old forums, some of that was outdated and our goal is to put that info into our Knowledgebase now where it can be kept up-to-date. If there is specific info you’re looking for that you can’t find, put a post in the forums and we’ll see about getting it added to the KB.
Higinio Maycotte said,
June 27, 2009 @ 3:30 pm
JD is/was a movement…and we miss the sense of community the previous forums created. Now it feels like a rigid framework that discourages conversation…
Dietmar said,
July 9, 2009 @ 3:31 pm
The new discussion-layout is higly restrictive for me. It´s a bit of a pain to search for usefull informations and the easy and interactive approach of a real forum-discussion is lost without reason for me. I´m convinced, that there efficient ways to prevent spammers within every main forum-software (like vbulletin, phpbb, invision and so on) So I´m very disappointed too see the awesome exchange of user-experiences diminishing. As a JungleDisk-customer this is a step back for me.
Sharon said,
July 13, 2009 @ 6:47 pm
I’m a brand new JD user. I was very interested in JD, but then I read about the forum change, which almost made me go to Mozy. I decided to use JD, anyway, hoping some time soon someone would just set up their own forum somewhere.
So, now I’m trying to configure JD and I don’t know whether to use one online disk or two (for my two computers). It’s after hours, so I don’t think I’ll get tech support, but I’ll just bet I would have found some good advice on the forum. Very frustrating and I think a very bad move from the perspective of someone who’s just learning about S3 and clouds, etc.
beq said,
July 23, 2009 @ 6:32 pm
As an example comparison, the Gmail blog today pointed again at their Gmail Help Forum:
http://www.google.com/support/forum/p/gmail/?hl=en
They like to stress the user-to-user interaction aspect:
“This is a user community. Gmail Guides (conveniently labeled as Google Employees) are always on the lookout for potential issues, but this community is first and foremost a place for users to connect and answer each other’s questions. While you’re here, build karma by answering the questions of others. And when you run into a Top Contributor, be sure to say “Thank you!” The Top Contributor designation is reserved for our most devoted and helpful community volunteers.”
Scrib said,
August 5, 2009 @ 7:20 am
You guys have all gone quiet over the past month. Is there any news on new Jungle Disk versions. Also, when can the UK move over to Rackspace?
archcommus said,
August 9, 2009 @ 7:17 pm
The combination of axing the forums and the complete lack of news for the past two months has me a little worried. Honestly, now that Jungle Disk runs as a service and has 64-bit support it really does everything I could possibly want, but I’d still like to see frequent news on the site, and an active community. Otherwise, it’s a slippery slope to abandonment.
SHG said,
August 9, 2009 @ 9:35 pm
I am instantly suspicious of any company that moves to limit its customers ability to talk to EACH OTHER.
Matt said,
August 12, 2009 @ 12:08 pm
I’d like to have a more open forum system for JD as well. Count me as another vote to bring back the old forum, even if new posts must go to the new forum.
Scrib said,
August 15, 2009 @ 9:24 am
I guess by the silence that yet again being bought out by another (bigger) company can be a bad thing for your customers.
Nicht said,
August 20, 2009 @ 11:54 am
I am new to cloud storage.
I am a video editor and I would like to be able to make it easy for clients to upload large video files to a public “in box” which I would then download and edit. (Each project would probably be around 40-50 GB. Is this possible with your service?
Jungle Dave said,
August 25, 2009 @ 4:11 pm
@Scrib – no, we’ve been quiet because we’ve been very busy, more news is coming soon
AOD said,
September 7, 2009 @ 6:25 am
Jungle Dave, can you give some indication of when you’ll be announcing which NAS boxes you’ll be providing support for?
I’m on the verge of purchasing an NAS and would rather opt for one that I know will benefit from JD support.