How to add an Announcement to the Contact Support Page

This article walks you through how to post an announcement to https://www.powr.io/feedback/new , which is the page through which most users submit support requests. 

When should we post an announcement?

Ideally, whenever we think an announcement can help:

1. Reduce the number of new tickets coming in about an issue
2. Calm down the user so they are not panicking about an issue while waiting for a response from us

Example:

• Cloudflare caching issue from Jul 23, 2019: Users were seeing an incorrect version of their app on their website. After we fixed the issue on our end, any user who had already opened their site when the wrong version was showing would continue seeing the wrong thing. The easy fix is for the user to clear their browser cache. This is something we can tell them to do before they submit a ticket, so this could help significantly decrease the number of new tickets coming in.

I'd advise against posting an announcement if an issue is extremely isolated or it's something that the user would have trouble self-diagnosing (users with a different issue could get confused and frustrated). 

How to post an announcement

Our ticket submission page is highly customized and you will unfortunately need to go into the HTML to post an announcement. Here's how:

1. Go to hhttps://help.powr.io/theming/editor/26fee8e1-6346-4a23-8d50-dad19e76ed9e/templates/new_request_page.hbs
2. Find the element with the class "temporary-announcement"
3. Highlight the entire code block.
4. Press cmd + /  on your keyboard to uncomment the section
5. Within the p tags, enter your message. 
6. Publish your changes. 
7. Immediately check the live page and make sure the announcement looks OK.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360043062673/Jul-24-2019_12-14-43.gif)

To un-publish the announcement, highlight the same code block, press cmd + / on your keyboard, and publish the changes.