Forge support?

@thomthom Have a try with this:

https://forge.besnappy.com/contact

Thanks. I just tried to file a message via that form. Will see if that yield any response.

What is your question? Maybe we can help you out? :D

2 Weeks? I would have moved on to a different service by now if they didn't respond using the provided contact methods on their site. That's inexcusable for a paid service.

@bobbybouwmann It's related to this thread: https://laracasts.com/discuss/channels/forge/migrating-forge-server-to-use-https

I'm starting to wonder if this related to BeSnappy. I use BeSnappy myself - and I just to test I sent an email to my own support email. It was received, but my reply was not received by the email (gmail) I tested from. (I checked the Spam folder as well.)

Trouble is - I cannot find any alternate method of contact for Forge to confirm this.

I see that my resent BeSnappy responses all contain 3 copies of my replies. And in my tests to myself I never receive the emails.

Great - now I cant reach Forge support. And my own support seem to fail due to BeSnappy.

Mmh! I'm not an HTTPS expert or anything so sorry I can't help you further!

Thanks for taking an interest anyway @bobbybouwmann. I think I know how I can configure the SSH changes I need. It's just that it looks like I need to touch files Forge auto-generated. Hence my need to obtain more details from Forge.

Forge support appears to be using HelpScout now, I get the blue lifebuoy beacon. (I have my own HelpScout account so recognize it).

I put in a ticket last week and Taylor replied quite quickly.

His reply came from [email protected]. Try that.

To be quite honest, I also haven't had the best experience with Forge support. I asked a question which was responded to within a couple days, but I had a follow up question that they just completely ignored and still haven't responded and it's been 21 days. I think it's just Taylor and Mohamed running support but it sounds to me like they could use another employee that's dedicated to fast and friendly support. For a paid service, I was expecting a little more on the support end of things.

Looks like I need to switch helpdesk provider as well. I emailed some of my responses separately from my secondary email address and confirmed that no one have been receiving my messages for the past few days.

Messaged BeSnappy via their own support form, as well as message them on Twitter - no response there so far. (Am I cursed?)

I'll try [email protected] - hopefully that will work. (Btw, @Gorby, when you used that lifebuoy beacon, did you get a confirmation email about the message being received?)

@tptompkins - during these 21 days, have you tried pinging for an update?

Does anyone know who runs BeSnappy? Because I'm dead in the water there as well.

Whoo! I got a response from [email protected]. (Though it didn't sound like they had gotten my original query made the 11th from the widget on the dashboard.)

Now, if only I can get in contact with BeSnappy and fix my own helpdesk....

Got response from BeSnappy. They said it was a third party service they used that affected a subset of their users. Should be restored now.

@thomthom Hehe! Well glad you got a reply! Let us know what fixed it for you ;)

@thomthom I didn't get a copy when I used the beacon, nor an acknowledgement which kind of surprised me but he responded fairly quickly. (In my case even though I had added the new IP addresses to my AWS security group, Forge could no longer see my AWS servers. I ended up deleting the old IP addresses and when I saved the changed, poof, all was well. )

I did look at using BeSnappy as it was once HelpSpot's I believe but their marketing (FB and Twitter sites) haven't been updated in a long time so wasn't sure it was a supported product anymore and got what I need at HelpScout. (Watch their A/B price testing, if serious, try an Incognito window!)

Also got no reply on my support tickets. After the change of server they performed, it literately screwed up my SSL on my production server and definitely created some reputational damage. Agree it feels like a deep dark pit when you submit a ticket with no feedback.

@Cronix what server are you using now?

Weird that we need to hunt for support. Nothing on forge is mentioning either BeSnappy or any other tool apart from the support widget (and why should we care?). Emails are definitely not a snappy channel.

Happy to support Laravel through Forge but I would better make a donation and go back to the DIY realm. Very frustrating tbh.

I also can't find any form of support widget or link to a support section or anything anywhere on their site. Seriously thinking of cancelling my subscription because of it.

Resurrecting this dead thread because it was the first result for "Laravel Forge support" on Google - go figure.

@SUSTAINED - I think Taylor once mentioned on Twitter, that you would have to disable AdBlocker on Forge, as they block the support widget.

(I would be obviously better if there would just be an email-address or an alert-message about that.)

@_STEFANZWEIFEL - Aye, as I figured out myself eventually it was my ad blocker!

I too have been unable to receive any replies from Forge support. I have sent two tickets in so far. I am overall very happy with Forge but the lack of support is a real concern moving forward.

Update: Oddly enough, since posting this I did receive a response from forge support (for one of my tickets).