MAJOR UPDATE — TheTVDB support is moving!

Announcements about the database, website, and plugins.
Forum rules
This forum is now read-only. Support for TheTVDB.com is now available at https://support.thetvdb.com/ We also have a Knowledgebase which includes site rules and tips at https://support.thetvdb.com/kb/
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emilyhelwig
Site Admin
Posts: 403
Joined: Mon Sep 09, 2019 10:14 am

Wed Aug 26, 2020 11:40 am

Hello! Hope everyone is continuing to stay safe and healthy in the craziness that 2020 has brought this year. We have a pretty major update to announce today!

TheTVDB support will now be handled via a ticketing system, osTicket. We will no longer be using the forums to answer user inquiries or requests. The new support page for TheTVDB can be found here: https://support.thetvdb.com/

As you may or may not know, for the majority of TheTVDB's existence, we've been providing support via these forums, and occasionally via social media. While the forums are a great place for discussion, we have spent a while looking for a better, more streamlined way to answer policy questions, address series change requests, and provide developer support in a more organized manner. The new ticketing system is our answer to these desires. It is our hope that the new system will streamline responses from our moderators, prevent requests from being overlooked or handled incorrectly, and give better insight into potential improvements on the site itself.

There are some feature updates that come with the new system as well: image uploads directly into the ticket, easier editing, formatting, hyperlinking, etc. (without having to use BBCode), and notifications/status updates on all of your tickets.

The ticketing system also holds our comprehensive KnowledgeBase, which will take the place of the current Bible we have on the forums. The KnowledgeBase (KB) is fully searchable, and we highly recommend searching for the answer to your inquiry in the KB before submitting a new ticket— it's likely your question has already been brought up, and subsequently addressed there. Eventually, relevant FAQs from the KnowledgeBase will also be referenced throughout the main site for an even more effective support experience.

Of course, it's extremely clear to us just how much history the forums hold. Therefore, we will still be keeping the forums active, but they will become read-only starting on September 15. That means that you'll need to create an account on our new support site before September 15 if you want to continue communicating with our moderation team. An account is required to submit a ticket on the new system, so please let us know here if you're experiencing any issues logging in.

Please see our guides on creating an osTicket account, as well as our process for submitting a new ticket. As with the forums, incomplete ticket requests will not be answered.

The switch over to a ticketing system comes as we prepare to make our switch over to the v4 API (more on that later). We hope this new system will allow more visibility into feedback and bug reports during this release. Additionally, in the near future we will be adding UserReport, a software where you can upvote and make improvement suggestions to the site.
emilyhelwig
Site Admin
Posts: 403
Joined: Mon Sep 09, 2019 10:14 am

Thu Aug 27, 2020 8:50 am

As an update here — as with the forums, you will need to create a separate account on osTicket. Your TheTVDB login info will not work on osTicket.
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