Why is there no notification for the support requests?

[Juraj M.]

This must be one of the oldest issue here and I can't believe it has not been addressed yet.

Every time I reply to support request I write that I'm sorry for the huge delay, because google doesn't notify developers about support requests.

And as a bonus, the reply is stripped from new-lines so that it's nice unreadable single line block of text.

Terrible UX!

[Chris Zalcman]

By the way, not only to support request, in our case, we got an removal notification for an extension, but such email somehow specially marked so that it definitely gets into spam.  

So we even don't know that there are violations.  There were no notifications/messages in the CWS dev account for this item either. As a result extension was taken down. 

Notifications about permanent deletion and policy changes come normally, not as spam. So be careful, reports of violations can end up in spam.

[Oliver Dunk]

Hi both,

Juraj - I'm sorry to hear about your experience. In this case, had you filled out the One Stop Support form, or were you replying to an email about a review for example? I want to make sure I understand exactly what flow you went through.

Chris - I see Patrick has replied in another thread, but we're definitely not intentionally sending emails there. I'm sorry if the email went to spam in this case.

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

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[Ibrahim]

Hello,

I believe that Juarj is referring to the Support messages that people leave on an extension (the tab next to "Reviews"). I am also having this problem where I never receive emails for new Support requests.

For me, this is not necessarily an issue because I check the Support tab regularly on my extension, but I'm pretty sure that users who submit the support request never receive a notification for my replies, which is a pain.

And also, as Juraj said, the messages in the support tab don't contain new lines - they get stripped once you save the message.

[Juraj M.]

Yes, @Ibrahim summarized it correctly.

Users leaves support requests for one of my 10+ extensions but I'm not notified about at. And there is no way I will be checking 10+ support pages every day to see if there is anything new.

Plus those missing new-line characters :(.

[Oliver Dunk]

Thanks for the extra info.

Do you both have email notifications for reviews enabled on the "Account" page? There's a toggle for this and that would be one possible reason for not receiving anything.

Will look into the newlines. They appear on the main item page, so appear to be stored, and hopefully we can just get them to show up more widely :)

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

[Juraj M.]

I have all notifications enabled, but there is no switch for " Item support" only " Item reviews".

So while I do get notifications for new reviews, I don't get one for support request, which is more important than a review (for the end user).

[Ibrahim]

Same here, I have all email notifications enabled, but never received emails for new Support messages. I receive them for reviews though.

[Oliver Dunk]

Apologies, I thought you meant the review tab - as you point out I don't think there's one for support requests.

I'll reach out to the web store team and see if they have any thoughts on this :)

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

[Oliver Dunk]

Hey both,

Just to follow up here, the newline issue is definitely a bug. I've logged that internally.

On the notifications, there isn't any particular reason we don't have that, it's just something we haven't implemented. I've checked and we already have an open feature request which I have brought up again internally. Hopefully it's something we might be able to add in the future.

Thanks!

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

On Tue, May 23, 2023 at 12:59 PM Ibrahim <ibrahim....@gmail.com> wrote:

[Juraj M.]

Thank you Oliver for your help! :)

Could you share the link for the "support notifications" issue so that I can subscribe to it? Thanks :)

[Oliver Dunk]

Unfortunately web store issues are internal, so there's no link I can share.

I promise it exists though!

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

[Oliver Dunk]

Hi all,

Just a quick update here. While we haven't fixed the original bug yet, I did want to mention that we've just rolled out a change which should mean notifications about reviews include newlines both by email and on the dashboard :)

Hopefully that's helpful! We found those while investigating the support one so thanks for helping to improve the store.

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

[Arnoud Kooi]

Can this be fixed? It is indeed annoying missing the support questions.