Help needed with support

Art Bryman
Art Bryman
Tenth Anniversary Kudos 2 Name Dropper Participant
in Blackbaud K–12 Education Solutions™ General Discussions

I've mentioned this to 2 support agents already - my replies to support case updates sent to me are not being added to case notes. Can someone check the system - are they going into a black hole?

Comments

  • Lauren Marcus Eisenberg
    Lauren Marcus Eisenberg
    Tenth Anniversary Kudos 5 Name Dropper Participant

    @Art Bryman I've also experienced this and it is so frustrating and takes away from the ability to reference the case in the future.

  • Kimberly Fradelis
    Kimberly Fradelis
    Sixth Anniversary Name Dropper Kudos 1 Facilitator 1

    This just reminded me – and I went to Case Central to confirm – I called into support about an issue with the new grading comments last Monday. I was on the phone with an agent for a long time, just as I was asking a follow-up question, she hung up on me/ we were disconnected(?). A case was never created!!!

    Support is currently incredibly frustrating and getting worse. Blackbaud, please improve your customer support. We need people who know the software and are friendly and helpful to take our calls!!

  • Candi Roberts
    Candi Roberts
    Kudos 4 Fourth Anniversary Name Dropper Facilitator 1

    @Kimberly Fradelis I agree. The last 3-4 times I have called support have been a waste of time. The person I spoke with was clueless about what I was asking. Even the support ticket email got it wrong. It's very frustrating. I miss the guys that were my heroes in support previously.

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