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Re: Blackaud support
I could not agree with this more. Previously the support providers understood the system and could usually help resolve things. In recent months I don't think I've had a single case answered. It is assumed we haven't even looked at the KB (of course I have, otherwise I wouldn't be contacting support!!).
I don't actually see the point of the Virtual Assistant, as it only links to KB articles - I can just search in the KB for those…. If I'm raising a case, it's because its not explained / covered in a KB article!!
Raising a case now takes far more time (having to re-send multiple screenshots as 'evidence' and re-trying everything you've already tried multiple times because a support agent doesn't seem to trust that you've already tried it) for very little chance of it being resolved. Maybe this is what Blackbaud wants, to put people off contacting Support so that they can cut their budgets in this area. They will definitely lose clients this way compared to the fab support experience with other CRMs!
Also, echo-ing a previous comment… The most common "solution" to a problem is to "add it to the Ideas Bank". This is NOT a solution and should not be marked as a solved case. It is not solved at all!
Contra Asset appearing incorrectly on Balance sheet
I'm having an issue with a contra asset showing as a positive on our balance sheet. When we created our accumulated depreciation account, it was marked correctly as a contra. I just revisited it, and it is still marked as such. Assets are also defined by range that includes the account code for the contra account. When I run the GL detail for that contra account, it shows the balance as a normal credit balance (correct). However, when we run our balance sheet it is showing as a debit balance.
Is this an error in the chart organizer/template being used for the Balance Sheet? We had no errors when we created the template. How can I fix this?
Re: Blackaud support
I am having the same experiences as described by others. The assumption is that I haven't looked around on my own and tried various remedies for problems. That is super frustrating.
My latest problem has to do with credit card updater not working properly, but the answer to my inquiry was all about how I have to reach out to the donor because the updated did not do what it purports to do.
What I really need to know is, if I cannot rely on BB to update information in my database, then what do I need to do to 1) bring this to Blackbaud's attention to get the issue corrected? and 2) stay current so that people that are showing up as paying by credit card in my batch are not actually then sliding off our radar?
This is a lot to track when a tool is supposed to be doing it.
Re: Blackaud support
Oh for sure. I asked the chat a basic question that the person had "to elevate me to the next level." Our Dean ended up helping me figure it out. When I updated the chat that the issue was resolved and telling them they could close the ticket, they apologized for not really knowing how to help me.
Re: Buffering has gotten really BAD
I am seeing this more and more often as well. When I post something, or run even a short one-page report just to see the effect of a change I made, I often see in the lower right corner, the box that will eventually turn green to allow me to download the report. But more and more, the box remains blue for 30 seconds or more, and there is actually time for it to report to me that Blackbaud is fetching a page from the server.
Ummm these are computers. There shouldn't be time for the software to report to me that it is still fetching pages from the server. In the database the reports popped up onto the screen immediately, no matter the size of the report. I didn't have to wait for it or download it or export it - it just popped right up and allowed me to save or dismiss it and move on.
It might seem that 30 seconds or more is nothing to complain about, but when you run hundreds of reports a day just to view changes or updates (especially during audit prep), that time adds up. Combining that with the buffering green ball which runs sometimes for minutes, I probably lose an hour or more every day, just waiting to change screens. It's not me, it's not my computer, it's not our local network. Read how many of your clients are experiencing this, Blackbaud. I've been using Blackbaud software in some version for 20 years - with several different organizations. I was fast, I could use keyboard shortcuts for nearly everything, and nothing was hidden, or forced me to mouse around looking for it. Blackbaud slows me and my colleagues down now. It's getting worse, not better.
I would like to be part of the solution, and not just complain, but I don't know what else to do. I have used the IdeaBank, I've contacted Support, and I've served whine and sheeze in here too. ;-D
Re: Former Constituent Code still being included in queries
@Carlene Johnson, I think the issue with start and end dates in constituent codes is that there is a learning process of how to query and report on them. This does take time and you have to rewire your thinking to get it to work. @Beth Rudich's thinking is how people think and it makes sense, but remembering to think differently for the query is hard. And remembering to do so consistently is hard as well, but it does get easier over time.
Re: Former Constituent Code still being included in queries
In query you need to use end date to get only folks who are currently active with that Cons Code. So in this instance you'd ask for Cons Code = Volunteer AND Date To is Blank in order to exclude anyone who is no longer an active volunteer.
In webview when using Lists, it will prompt you to indicate a date that you wish for the cons code to be active which is really helpful!
I'm a big fan of Cons Code Start & End dates and find they work really well as long as you are consistent with them.
Re: Blackaud support
With all due respect, if the agents we are getting now have undergone a "comprehensive training program", then the new training stinks. There's still a small handful of the old school support reps around who are actually able to problem solve but we are essentially on our own. The old support model was staffed with people who actually understood the system and all of its quirks (of which they are many) and were incredibly generous with their product knowledge. I learned about the system on virtually every single support ticket, and when we encountered something particularly sticky or even needed to work out a new protocol, you could dial in to support and get actual, expert advice. Now we get regurgitated KBs which often don't even match the topic you're calling about. There is nothing more frustrating than dialing in and explaining your problem in great detail, including all of the steps you've taken to that point, and having the agent ask you the equivalent of "Have you confirmed you're connected to the internet?" in multiple ways. It's painfully obvious these people are following a script, they have no working knowledge of the programs and are unable to take anything to the next level or troubleshoot on the fly. The phone connections are absolute garbage most of the time, opening a case via "Open a Case" in the portal guarantees you are going to have to fill in all of the details and then repeat them multiple times when someone responds to a ticket, tickets are closed before they are satisfied, and they linger for days and weeks on end. We have had to escalate to our CSR multiple times in the past year just to get any traction on mission-critical cases, which are treated by support in exactly the same way as low-priority tickets.