Try the *new* Ruckus Support Site (beta)

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  • Updated 4 years ago
Hi folks,

We've just launched a beta version of our new support website, and we'd love to get your feedback!

https://supportbeta.ruckuswireless.com



and your normal logins will work. The data is all "live" - so if you open a case there, it really get's opened.

This is a near complete re-imagining of the support portal with hundreds of different changes. But at the same time it should feel "familiar" and hopefully you'll find it even easier to use than our current one.

One big change - AP software downloads will no longer be "public" - but all you need is a free account to access them. (we need to keep the feds happy)

We will run in parallel (current site/beta site) for a couple of weeks. Your feedback will help us with the fine-tuning so it's very important!
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Keith - Pack Leader

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Posted 4 years ago

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Max O'Driscoll, AlphaDog

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Hi Keith.
You did say "fine tuning" so be prepared!

1. On screenshot Forum/Forums be consistent one or other. Also does it need to be there in 3 places?

2. Typeface shows as light orange, nasty, not as clear as previous blue. More I look at orange more it just doesn't work. Out of place, hard to read and looks rather quaint/archaic. Archaic on the web being last week.

3. Forum link shows this page, choose a discussion takes you to another (better) page of discussions...seems a bit redundant. Forum link should go to forum proper not a reduced set of latest posts that don't go to individual discussions.
Apologies for convolutions!



Previous blue type:

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Max O'Driscoll, AlphaDog

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Aha!

from beta site "announcements and forum discussions" goes to right place.



The place being:



Am I confusing you yet?
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Keith - Pack Leader

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Thx Max! That's one of the areas we're still fine tuning, Our host for the forums has a new version (it's the one you see on mobile devices) and so we're working to better integrate that. Maybe I need to throw one of these up in that section:

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Keith - Pack Leader

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One important new feature I forgot to mention. Try it on your phone...
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Byron

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Hi Keith,

I am not sure if it is just me or I've just gotten used to the old but the download page of the current support site seems to be better as far as navigating it is concerned. We have all the products on the left and it is easier to actually get to the file or document needed with a few clicks.

Also, though I understand that this will change eventually, I hope you can find a way to retain the "upload" or "post date" of the existing firmware/files so that we know exactly what is new. Should the 9.7 firmware actually be on the 1st page?

Thanks.
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Keith - Pack Leader

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The current site is faster when navigating between products. But in practice that's rare as for most users simply selecting their controller takes care of everything. So we tried to make it easier to get everything related to a specific release - code, docs, etc, from the product page.

I do think we can shorten the clickstream a bit though.
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Byron

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Hi Keith,

I understand now. Sometimes you just need to get used to something new. As I use it, it gets easier. It looks good on mobile, too.

Appreciate the new site. Thanks.
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Byron

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Hi again,

Looking at the ZD3000 latest firmware from the beta site, is it right that the latest 9.6 version is the recommended one for this product instead of the latest 9.7?



Thanks again.
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Keith - Pack Leader

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The recommended release is a new feature to help guide best practices. This would be the release we feel the majority of customers will have the greatest success with. Later releases have more features, but less "soak time" so the recommended release gives better confidence.
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Byron

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Thanks for the information. We'll be guided by this. By the way, tried it on mobile and it looks great. Thanks.
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Primož Marinšek, AlphaDog

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I have made it a general rule that if not absolutely necessary or for testing to not update to the new software until at least the first MR. So I would say that is a good call.
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Byron

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Thanks. I now understand why. We were probably in a hurry because we needed the "Autonomous" feature in one of our remote sites that doesn't have its own ZD and gets disconnected often.

Thanks again.
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Keith - Pack Leader

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@Byron, thanks for all the feedback! It's very easy for us to lose the "first impression" insight (aka..my eyes are bleeding from staring at these screens..) so this helps us figure out where to provide additional guidance, change screens, etc.
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janx

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What do You mean:

"One big change - AP software downloads will no longer be "public" - but all you need is a free account to access them. (we need to keep the feds happy)"

You mean the feds needed my account information or what??
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Max O'Driscoll, AlphaDog

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Starfleet more likely.
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Keith - Pack Leader

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Neither! We do however have to prove that we are complying with US export regulations which includes not doing business with governments/citizens of embargoed countries such as N. Korea. Anonymous access to the support site doesn't enable us to prove that.
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janx

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To be honest.. for example, using some kind of proxy from "legal region" allows everybody to use fake identities even when digging in account related metadata.. Okay.. this seems mainly for "must follow the guidlines" requirement...
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Keith - Pack Leader

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exactly..
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J's_Technical_Division Engineer

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Hi Keith,

Please change easy to see the page of case management.
Was able to see a list of the status of the case before, but now only ID and Subject.
Could you please change it to also display status?
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Keith - Pack Leader

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https://support.ruckuswireless.com/cases shows status. Is that the URL you are referring to? If so, it may be a browser issue.
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J's_Technical_Division Engineer

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I'm sorry with insufficient explanation.
It is a page following.
https://support.ruckuswireless.com/ca...

I think that in the old site, the status was confirmed in the first open pages.
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Keith - Pack Leader

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I think we can do that, though the "recently viewed" panel is used in a 1 column layout sometimes so that space is limited. The URL I provided above is "all cases" and so might be a better choice for you anyway (bookmark it for convenience).

Perhaps a better solution overall is if we replace the "recent cases" area with "all cases" and then put "recent cases" on a right-column panel.
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J's_Technical_Division Engineer

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I understand the site can't change.
I would approach in a different way.

Thanks.