Wait time to be connected to a live agent in chat

Sarah Searle

I've been waiting for over an hour to be connected to a live agent via chat. Anyone else having the same problem?

Crystal Bruce

@Sarah Searle Hi Sarah, checking in to see if you were able to connect with a chat support agent. Thanks!

Sarah Searle

@Crystal Bruce
Yes, it took 2 hours

Jann McKenzie

@Sarah Searle I gave up after over an hour yesterday. Twice.

Darlene LeVielle

@Sarah Searle Yesterday Unfortunately, I was on hold for three hours without receiving a response. I understand that high call volumes/holidays can sometimes cause delays, but I would appreciate their assistance in providing improvements to this process. Their attention to this matter would be greatly appreciated.

Durena Long

@Sarah Searle
I waited for one hour and a half and the line hung up.

Sarah Searle

@Crystal Bruce
It seems to me that Blackbaud's failure to plan for adequate coverage during holidays in foreign countries might be indicative of a more pervasive failure to adequately plan. For example - disabling functionality in the database view before enabling that functionality in the web view.

Crystal Bruce

@Sarah Searle I alerted the team about this post. Thanks for bringing it to our attention!

Julie Goldsberry

@Sarah Searle I emailed my customer support person on that day after waiting 30 minutes to chat and giving up. Was told that it was Independence Day in Costa Rica so all of that staff was off and that I needed to wait until the next day. So frustrating!

Gabriel Cruz

@Jann McKenzie
I found it much more effective to go to "Manage Cases" and create a new case directly on support.blackbaud.com instead of using the chat. Their response was significantly quicker, at least in my experience.

Gabriel Cruz

@Crystal Bruce
I found it much more effective to go to "Manage Cases" and create a new case directly on support.blackbaud.com instead of using the chat. Their response was significantly quicker, at least in my experience.

JoAnne Thielen

@Gabriel Cruz
can you provide instructions on how to get to “Manage Cases”? I tried to open a new case in case central last week and wasn't able to find a way to do that

Gabriel Cruz

@JoAnne Thielen
after you log in into support just click on manage cases and from there you can add a new case. Screenshot 2024-09-25 103249 - manage cases.png int

Julie Goldsberry

@Gabriel Cruz Only certain customers can do this - most can't. It depends on your contract with Blackbaud.

Gabriel Cruz

@Julie Goldsberry
I would consider upgrading if that’s the case, as waiting too long for a response is not productive, especially when the issue requires an immediate solution

Julie Goldsberry

@Gabriel Cruz This is not something you can upgrade as FE no longer offers it to customers. Only those who were “grandfathered” in from very old contracts have it.