Support only available until 3 PM Pacific time? New change

Brian Hoyt

I was digging through old email and found one from a few days before Christmas (good job hiding this) that support will now close at 6 PM Eastern or 3 PM Pacific. I guess those of us on West Coast are out of luck in late afternoons.

What are support's hours of operation (North America)? (blackbaud.com)

Jess Moxsky

@Brian Hoyt Yep… looks like there is not an effort to expand availability for west coast schools

John Ronan

Has anyone noticed that the hold times on the phone are considerably longer than they used to be?

I've averaged over 20 minutes the last few days. Previously, it was maybe 8 minutes.

Ravendra Persaud

@john ronan
Yes I have noticed the average wait time go up and the level of service become more uneven over the last couple of years.

Kim Hughes

@Brian Hoyt Yeah I sent an email to customer service and our customer success manager voicing my displeasure. I often can only get around to calling when kids and most teachers are off campus. Which is 3 or later. So frustrating.

Jean Oliwa

@Brian Hoyt
I have to agree with the others, being in California, 3:00pm is not a good thing for us.

Chris Felinski

@john ronan I have noticed this - as well the amount of time to respond to tickets. I tried calling it and it was a 30 minute wait. I currently have a ticket from last Monday and I will get a response, maybe once a day, and sometimes the response is “we are working on it”. It does seem like there are less people working support.

John Ronan

FWIW, I tried to avoid the long wait for a live analyst by using the ‘chat’ mechanism.

I was even less successful in that scenario: it still took about 20 minutes for anyone to connect and that makes it less useful that waiting on the phone as you have to stare at the screen while waiting, since the audible notification is not sufficient to call your attention to [newly awakened] chat.

At least with a phone call on hold, you can listen to the hold music and notice when the phone gets picked up.

In my experience in general, chats usually get picked up very quickly.

Megan Day

I gave up using phone or chat with BB support last year. I spend much less time by taking detailed screenshots of my issues, sending in the support ticket, and getting my work done while waiting for an email response later that day. While there are times where you just need to get a person on the phone, emailing works for most of my cases.