ShipStation Community

OTC_Eddie · ‎05-31-2021

Hi..

I'm having trouble getting through to support, via LIVE CHAT and EMAIL.

At my current tier, it should include all the support functions except PHONE Support, but the support options that should be available, are not.

In a previous LIVECHAT, support diverted my issues to a technical team, and we confirmed that support is 24/7. At this point, it have been 4 days, so pulling my hair out now.

Anyone one else experiencing similar issues? or Recommendations to find support ?

Manager-Erin · ‎06-09-2021

Hello @OTC_Eddie and @Chappy,

Thank you both for being a part of our community, we are so happy to have you here with us.

I know that this was posted last week but I wanted to add some additional information that I was able to gather when we shared your posts with leadership. The chat should have been on during this time and functioning, so we apologize for any frustration or difficulty this may have caused.

Additionally, we wanted to let you and the community know that we have heard your feedback about support needs and we are actively working to provide a better experience for all users. We are scaling up our support team to meet the tremendous growth that we have been seeing recently. Also, we are planning to open up opening up synchronous support to all plan levels.

While we do not have an exact ETA for these changes, we will make sure that we keep everyone in the loop!

-Erin: Your Friendly ShipStation Community Manager

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Chappy · ‎06-02-2021

Hi,

I have the same issue. No support for 4 days. Did you find a livechat? I am also supposed to have the chat function but I cannot find it.

OTC_Eddie · ‎06-02-2021

Yes, i did finally find the LIVE CHAT. it magically appeared on TUESDAY morning, in the support page. We had to scroll down DOWN, as the page is more then one screen. it is oddly anchored to the bottom of the page (vs at the bottom of your screen.)

LIVE CHAT support was closed on Monday (memorial day for USA), but they forget not all users are in the USA.

I had raise my issue a number of times, so you may need to do the SAME to get the attention you need.

Email reply turnaround is roughly 1-2 days, if ever. Chat wait times for me were about 45 min...

Good luck.

Chappy · ‎06-02-2021

Thank you for your update. It is very helpful.

Can I ask one question? Do you have a LIVE CHAT as advertised as "a chat with one of our support agents to get your questions answered right away"? Since you mentioned chat wait times I wonder if you could chat with an actual support person... I found a chat button but I only got a yes/no question and a programmed option menus leading to a certain help page, not a live chat with an actual person. Thank you!

OTC_Eddie · ‎06-02-2021

That's a loaded question! haha..

So IMHO, the support ecosystem is extremely flawed in execution, it could be a relic they never really fixed, or just haven't yet upgraded. LIVE CHAT eventually leads you to a live person, but they make you jump through hoops (ie. if self-help can answer your question, you don't need LIVE CHAT).

Each time i always have to answer a "here is an answer. is it useful?" at least 2-3 times, resulting in a "how would you like your support ? Chat or Email". once the chat button showed up as "UNKNOWN". If you get to the "real" LIVE CHAT, you will see what # you are in the queue. our most recent support ticket shows us as #55 in Queue, and it took appro 45 min.. YMMV.

I would like to see ETA or Wait times.

WHEN you finally get a live person, they are usually pretty helpful. Remember to ask ALL the questions, and don't close out until you are satisfied of your answer. Your ticket will be recorded, and your whole chat session will be in your SUPPORT Tickets, in case you need to see the log again.