Wait times for support chat really long?

Brian Hoyt
Brian Hoyt
Tenth Anniversary Kudos 5 Name Dropper Participant
in Blackbaud K–12 Education Solutions™ General Discussions
This week I have tried to chat with support a few times. Sometimes I get through ok and other times it is an hour long wait. Anyone else seeing really long wait times?

Comments

  • Vicky Lopuchowycz
    Vicky Lopuchowycz
    Tenth Anniversary Kudos 5 February 2026 Monthly Challenge bbcon 2025 Attendee Badge
    I must add a comment regrading BB Support and their commitment to customer satisfaction. I just received a call about a case that was created on my behalf from Friday. My issue is now resolved. I also truly understand that Support gets slammed especially at the transition time between terms and with many other things that are happening in this crazy world during this crazy time. So, to Blackbaud Support, I say 'Thank you!" ?



    Yes, between chat and the phone, in total, I was on hold close to an hour and a half without success of getting through on Friday. It's terribly frustrating and I understand that there's a lot going on but the wait times have been awful.
  • Elizabeth Perron
    Elizabeth Perron
    Eighth Anniversary Kudos 5 Name Dropper Participant
    Hi Brian and Vicky,

    Since you both are Blackbaud Community leaders, I know you were just trying to gather information from your Blackbaud Community peers.

    However, I had to take a peek at your cases since you are both do so much to help others in the Blackbaud Community. I hope this was okay. Feel free to tell me to not worry about it, next time, because I don’t want to get in the way of peers just chatting and not wanting action.

    The result is Brian, it looks as if your case was resolved.

    Vicky, your case was opened but you were unable to reach a support analyst. One of our team leads has opened a case and a support analyst will be reaching out. Sounds like now you were able to get your issue resolved.

    In harmony and inclusion,
    Elizabeth
    Blackbaud Community Team
  • Brian Hoyt
    Brian Hoyt
    Tenth Anniversary Kudos 5 Name Dropper Participant
    My cases were solved. The issue wasn't working the case and getting the question answered. The issue was the wait time to get to a support person. It seems the queue length was really long compared to staffing level in clearing the queue.
  • Jen Gautier
    Jen Gautier
    Fourth Anniversary Facilitator 1
    Yes, I saw long wait times yesterday. However, when I got through, they were very helpful. It's just the time of year.

Categories