Wait times for support chat

Susan Trippe
Susan Trippe
Kudos 4 Fourth Anniversary Name Dropper Participant
in Blackbaud Financial Edge NXT® General Discussions

Either Blackbaud is having a very difficult day with support issues, or they've laid off half their support people. I'm having to wait 15 minutes for a support person to answer my request for a chat.

Comments

  • Dan Hout-Reilly
    Dan Hout-Reilly
    Fourth Anniversary Kudos 3 Name Dropper Participant

    @Susan Trippe
    That does seem to be the case. With a critical issue, I waited for over ten minutes, then got disconnected (who knew this was possible on a chat!?) and have been waiting to reconnect for a number of minutes now.

  • kathy kreeger
    kathy kreeger
    Fifth Anniversary Kudos 1 Name Dropper Facilitator 1

    @Susan Trippe it's interesting that according to them the chat start time is when they first reply, not when you actually opened the chat window.

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