I have submitted two support cases to helpdesk@sysaid.com #1038100 and #1042075. #1038100 was submitted over a week ago. My response to each has been an email a day or two later (pasted below). Don't get me wrong, chat is fine for some issues but I don't prefer to work that way. I normally go with email support unless it is critical, then it is a phone call. The two tickets above are not critical or anywhere near that. I do expect to get these tickets resolved but now I have no idea when that will happen. I cannot get a response to any emails, except the original canned message below.
Has SysAid abandoned support through email? I can't imagine that but who knows (no response here). I still use email support with our SysAid Cloud instance. It works pretty good.
I would hate to start looking at other helpdesk ticketing products again simply because I cannot get support from the makers of the current product. I just got this one running so good.
BEGIN "I'm reaching out to let you know how useful Chat Support can be when you have a high volume of support tickets outstanding and/or the response time to your support tickets is longer than normal.
"I highly recommend and encourage use of chat support for immediate assistance. Simply click here, choose Support from the drop-down menu, and immediately start chatting with one of our support agents. Chat is covered from 8am-8pm UTC.
Please let me know if you have any questions.
Best regards,
Roy Eldar
VP Services" END
Thanks for listening.
Aaron
Has SysAid abandoned support through email? I can't imagine that but who knows (no response here). I still use email support with our SysAid Cloud instance. It works pretty good.
I would hate to start looking at other helpdesk ticketing products again simply because I cannot get support from the makers of the current product. I just got this one running so good.
BEGIN "I'm reaching out to let you know how useful Chat Support can be when you have a high volume of support tickets outstanding and/or the response time to your support tickets is longer than normal.
"I highly recommend and encourage use of chat support for immediate assistance. Simply click here, choose Support from the drop-down menu, and immediately start chatting with one of our support agents. Chat is covered from 8am-8pm UTC.
Please let me know if you have any questions.
Best regards,
Roy Eldar
VP Services" END
Thanks for listening.
Aaron