Cases not being assigned

[Wendy_Thornton]

Is Civiclive being supported through the case management portal?   I have non-critical tickets but they are sitting in the queue for weeks.  Has anyone else heard from a account manager post transition?  We don't have one at all now so the transition to School Messenger continues to disappoint.

[KritiS]

Hi @Wendy_Thornton 

We understand that many of you are facing delays in receiving support, especially with the increased volume of requests due to upcoming DMARC changes and other factors. We want to express our sincere apologies for any frustration this may have caused.

Please know that your concerns are our top priority, and we are fully committed to delivering a better experience for you. Our support team is actively working on adjusting our processes to ensure quicker responses, with a focus on addressing critical issues first.

Your patience during this time is truly appreciated, and we want to assure you that we are dedicated to resolving all open cases submitted by our customers. Thank you for your understanding and continued support.

[cityofauburnwa]

We have had issues were functionality we had originally paid for on our website stops working (through no fault of our own) and when we ask to get it fixed it has takes months. We don't even seem to hear back from someone when we submit a ticket unless we follow up to see if it was even received. I've never seen such a poor level of customer service with any other vendor.

[KritiS]

Hi @cityofauburnwa 

We apologize for any inconvenience caused.

We acknowledge that you are encountering delays in receiving support, especially due to the rising number of requests prompted by upcoming DMARC changes and other factors.

Your concerns are understood, and we have forwarded this feedback to our SchoolMessenger Team. Please rest assured that addressing your concerns remains our top priority, and we are fully committed to enhancing your overall experience.

We truly appreciate your patience during this time and appreciate your understanding and ongoing support.

[StephanieJC]

Crickets.