Blackbaud Cases and API Tickets

Lindsey Bryant
Lindsey Bryant
Third Anniversary First Reply Kudos 1 Name Dropper
in Education Management APIs

What is the best way folks have found to work around the limited options with BBEM support when submitting cases related to APIs? I find I'm doing more hand holding and redirecting support agents to things I've outlined in tickets verse actually getting support. This isn't a new issue and even now API related tickets are frustrating to submit due to the lack of understanding the agents have regarding the product they are suppose to be troubleshooting.

Can a new category be added to the dropdown list that allows for a way for API related tickets to be sent to agents who actually understand APIs? I'm starting to become discouraged and will most likely stop submitting tickets as it's more of a hindrance verse a benefit.

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Answers

  • Alex Wong
    Alex Wong Community All-Star
    Ninth Anniversary Kudos 5 Facilitator 3 PowerUp Challenge #3 Gift Management

    I am with you on this one. Blackbuad Support does not do a good job in staffing with agent that knows how to answer API questions, and a lot of time, will redirect people to the Community instead. I have reflected this to many in Blackbaud and nothing concrete has happened.

    @Erik Leaver any update on this?

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