As happens with almost every Infusionsoft upgrade, something broke. In this case we were told by support today that Action Sets are broken... across all Infusionsoft customers. Fortunately it appears to only happen in the UI, not via the API.

Seems that Action Sets are being turned off automagically, and randomly by Infusionsoft. Easy enough to fix, you just go in and turn them back on, until, of course, they mysteriously turn back off. Repeat as necessary.

Sounds like this has been broken for about a week and of course, Infusionsoft continues to think it is a good idea to be secretive about these things and force you to figure them out for yourself once your own users start complaining rather than post current status/problems anywhere so we can be proactive about it.

Bottom line... if you use Action Sets from the UI be sure to make sure your actions are actually being run.

Sean,

Thanks for sharing your concerns with the community. I totally respect that businesses need to remain consistent and reliable, but I would like to share with you that we have been very transparent and forward with our software changes.

We don't hide or are secretive about anything, really. Sometimes we aren't able to produce EVERY possible, plausible or even unthinkable circumstances that our customers run into. It's just the fact of the matter of rapid software development.

While new software releases historically introduces more bugs (and features), as a trend as validated by customer feedback, surveys and support tickets -- we are experiencing much fewer bugs per release and pushing out more frequent releases.

We will look into this at a system level and address it so all customers can reassure themselves that everything is running as expected.

I hope this helps gain visibility into the matter that you raise and we really do care, care about the quality of the software and the results it delivers for entrepreneurs like you.

~Joe

Joe - I respectfully disagree. This wasn't a "plausible or unthinkable" issue... support told us today that they knew this was broken across all customers a week ago and we received no notice. This has happened repeatedly - lack of notice is not a new problem for Infusionsoft customers, I've been complaining about it for two years. Thus my clear, and I think understandable, frustration.

You closed the Known Issues forum nearly a year ago, promising at that time InfusionStatus.com was coming soon. Where is it? Why has Infusionsoft never, ever, sent me a proactive notification of a potential issue in my years as a customer?

To be honest, we don't currently have the manpower to maintain that site. When major incidents occur, I post updates to it. Overall, there hasn't been major issues (with possible exception to the Action Sets matter).

As always, proactive, relevant customer communications is a work in progress. Thanks for the feedback so we can improve.

How about opening up the Known Issues forum to users. We could then grab an RSS feed and at least be alerted once something comes up. Your support folks could also have access and post items they think might effect other users. Limit it to just bugs - you are extremely proactive here, you could monitor it to make sure folks don't use it to rant. I'd know I'd be far less likely to rant if there was a place I could post issues - and find issues others are experiencing.

Well, this extends to a longer discussion about community management and support protocol in general. Not many users are sure if they are reporting a bug or merely encountered a fault in design. (Both of which are important and handled by our team).

On our Fusebox, it's intended for support matters. The community forum is for non-support related topics. I'll continue to reinforce this general expectatation throughout the developments of the community here.

The good news is your post has resulted in me establishing a meeting with the product support engineer to work this into the process, even if it's not perfect, it will be something. My apologies for putting that off, since it's evident that it's still important to our passionate users who know more or less what to expect following a big release.

A general thought here -- how could I encourage people here to share constructive discussion in lieu of rants? I love the passion people have, but I would find it encouraging to have the energy put into rants into sharing tips and advice/workarounds/etc.

What do you think?

I think that trying to direct the community to only the positive would backfire as a lack of transparency so be careful with that.

If instead you give people a place to rant, and you get management to seriously consider and attempt to address those rants, you'll likely have far happier users and fewer rants.

I think this is why most co's struggle with community. It is sometimes counter-intuitive.

As for getting folks to post support issues at Fusebox, I think the primary issue is that there is functional overlap between this system and that one - and when it comes to forum functionality this forum is better.