Hi,
I noticed that quite often some topics that we post on this forum are not reviewed by a member of the Shopify team.
It seems that depending on the tags we attach to the topics, they may or not have someone reviewing them.
It’s really our main way to reach out to the team, so when it happens it’s frustrating and it reinforces what I’ve raised a few times already that we don’t have a reliable channel like an issue tracker for Shopify partners to communicate with the technical team - that’s not what being partners means to me.
Recently I had a ticket which was important to be reviewed for a feature request. As it didn’t get any attention I mentioned directly a member of the team who was happy to review it but who also reminded me that mentions shouldn’t be abused.
I know I’m not the only one, I recently talked to someone who has been partner for probably over 10 years and who noticed the degradation of the communication between partners and the technical team.
Do you have any solution to improve this situation?
Thank you
2 Likes
Hi @Soufiane_Ghzal
This is a fair criticism - overall our forum response rate has increased over the past several months, but there are still topics that don’t get addressed.
Personally, I prioritise topics where platform bugs are reported or where developers are blocked and need assistance troubleshooting an API issue - as I feel these are the most urgent. But this is also a valuable surface for Shopify teams to receive feedback about the platform and how it could be improved with feature requests.
We’ve shipped many updates based on input that was posted on these forums and we’ll continue to, so please do keep the feedback coming. I do understand that it’s frustrating if you’re not seeing a reply - but closing that gap is something I’m already working on addressing. In the meantime, if you do need to get the attention of someone in Shopify, since I’m the community moderator here, you can tag me in when required.
Thanks for taking the time to post your feedback here 
2 Likes
Hi @Liam-Shopify thanks for your response. I’m happy to hear you’re working on making things better. I could also notice that recently there seems to be less left unanswered than before.
On a side note, something that came to mind after I wrote the initial message is that there are really two types of discussions.
The ones for people who need help, for example when they don’t know how to do something, they’re asking for advice, etc.. these just involve helping people and are well suited to what this platform does today (forum style discussions). It can also be answered by other partners rather than the just the Shopify team.
The second is about bugs and feature requests. This is something we can’t handle without the assistance of the Shopify team and these are those that I feel concerned about.
These ones would really deserve a better tracking and probably some tools that go above the scope of what this platform does at the moment in order to have long term follow up and ensure nothing is left unanswered. Essentially like what an issue tracker does, and I assume as what you’re doing internally.
Thank you for considering our feedbacks 