Forum Discussion
Service Requests
These changes were announced here, indeed it was quite a shake-up of the previous experience. There are meant to be options for callbacks and call me options
Quick callbacks - Customers have shared that they want more clarity around when they will be contacted by support and an ability to ensure the call back will come at a convenient time. In the new experience, we strive to call back you back in 20 minutes or less so that you can get help -- when it's convenient for you -- by clicking on "Let us call you".
Request a call on an existing ticket - If you need immediate help on an ongoing issue, there's no need to create a new ticket and start from scratch simply request a call on the existing case using the "Call me" button and the next available agent will call you back in about 10 minutes.
I can attest that the last 2 support tickets I opened claimed I would be called back within 30 minutes. I know it is just an estimate but the 1st was over 4 hours, and the 2nd was the next day! So an estimate something a little closer to the truth would be appreciated.
- In general my experience with support is good, but I agree that the new way of creating service requests is a step back
