Wiki help system - I'm lost

Get Satisfaction is what we're using as a help forum! From here, since it seems like you came here from submitting a Support Ticket, you can browse the other things our users have brought to light - feedback on PBwiki, looking for solutions to problems, sharing resources and hints.

Since they are a separate company, I don't know if we really have a way to link you directly back to the wiki you came from, but since we're still working on integrating PBwiki and GS in other ways, I'll mention this as a possible feature.

Thanks for your feedback!

Casey, I think the problem is that PBwiki sent him here after submitting the ticket. All you need is one extra page, right after the ticket is submitted, with two big buttons:

Click here to go to our support forums for additional help!

Click here to return to your wiki!

Here's the problem:
1. I want to find an answer to a simple question about PB Wiki (how do export to word)

2. I click on 'help' (please note for later GF, there is a 'cake slice' icon at the bottom of the PB Wiki page to the left of help

3. I get sent to a Get Satisfaction input page where I try to find a link to some online documentation, but can't.

4. I give up, and decide to ask a question to the forum.

5. I type in 'How do I export to Word?' and no suitable suggestion comes up so I have to click another button to get some help (I thought that is what I was doing'.

6. When I type in the question I have all these other things to fill in too, including a button to press to indicate the product I'm using. I click on the cake slice icon for PB Wiki (see, GF, worth waiting for eh?), but it disappears.

7. The cake slice is now no longer in the list. So I type in PB Wiki and up comes the V2 icon - at this point I have no idea there were two versions. I select it. (I find out much later there are 2 versions and I am using v2)

8. At the bottom of the submit page, I get a display saying I've only got a 'medium' chance of getting my question answered. Great! Thanks. What now? I'll just have to wait as there is no other option. I click submit.

9. I have to sign up to Get Satisfaction. Why? I only wanted some help on PB Wiki? It didn't even cross my mind this was a separate company. OK, no option. I'd really just like to read something. Let's check the wiki page to see if I've missed the link to the help documentation.

10. But wait - how do I now get back to my Wiki page? Back button? Silly.

11. GF answers there is no export function with v2. Yahboo sucks. Correctly as it happens. So I ask about PDF - same answer. But on the PBWiki site, it explicitly states you can export to PDF (here look: http://pbwiki.com/content/business-fe...). That's one of the reasons I wanted to use PB Wiki. But apparently the sign-up form asks you if you want to sign up for v2. I've checked it, and at no point does it say that this feature is disabled in v2.

12. After a few further questions posted to the site, I work out that there are two versions to PB Wiki. I work out, incorrectly, that I'm using v1 not v2 - I'm not as it happens. I have worked out since I'm using v2. Why did I make this silly mistake? Well, I call it the cake mistake. The cake slice at the bottom of the wiki page made me think I was using v1, as the cake slice is the icon used for v1 in Get Satisfaction. But really, shouldn't you attach that information to the request automatically? That might be helpful. If you do, then why ask for it again with those meaningless icons in the submit question page?

13. I work out that I'm using version 2. It says on my wiki page 'Tell us what you think about PB Wiki 2'. Hmmm. Not much?

14. In answer to my question, 'Why am I dumped into Get Satisfaction with no obvious way back to my wiki?' GF threatens me with a 10 foot pole, and sticks his tongue out at me. Top.

15. Casey chips in..."Get Satisfaction is what we're using as a help forum!..." Casey, please, I can see that. The point is it's not working for me. "...From here, since it seems like you came here from submitting a Support Ticket, you can browse the other things our users have brought to light - feedback on PBwiki, looking for solutions to problems, sharing resources and hints."
But all I want to do is get back to my wiki. I've long since lost hope of finding a solution to a problem.

Sorry to be so withering, but this whole process has been, well, rubbish. I realise some of these problems relate to Get Satisfaction but you are the ones who chose the system. I just wanted to export my page into Word or PDF. Enough. Easy enough to find out I thought. Goodnight.

Great feedback, Tim. We can fix this experience in the near term.

In the upcoming PBWiki-customized version of this community we can include a linkback to your Wiki. Get Satisfaction also supports pass-through authentication of users, so once PBWiki implements it we can skip the new account creation when you're coming from your wiki.

I second that, great feedback. We're working with GS to integrate the support experience even further - thanks for being patient with us!

I know that you have a Community link and a Help link from the PBWiki Web site. The Community link brings users to Get Satisfaction, and I can understand how users might be confused without any copy or indicator that they are leaving the main PBWiki site. And, the Help link takes you to a separate help system.

Perhaps one simple way to help people "get back" to where they were before is to open a new window when clicking on Community. That might be one way to help tackle this issue.