Insightly Scheduled Downtime on Saturday, March 25th, 2017

Insightly will be down for scheduled maintenance between 10:00 AM PDT and 12:30 PM PDT on Saturday, March, 25th, 2017.

Learn More Here

During this time Insightly web, mobile, and API services will be not be accessible. We apologize for the inconvenience.

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39 comments
  • @Petr Soukeník

    I replied to your previous post about the email from Anthony Smith and it went straight to "Pending Approval". 

    It seems they must have filters that look for any dissent in the customer base and stops those from being shown.

     

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  • @  

    Can I grab your email address so I can send my reply to your comment directly to you?

    Regards

     

    David

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  • Im grateful this happened, as it made me more aware of such things as 

    TERMS OF SERVICE....

    Insightly may change this TOS from time to time without prior notice. You can review the most current version of this TOS at any time at http://www.insightly.com/terms-of-service/. The revised terms and conditions will become effective upon posting and if You use the Service after that date, we will treat Your use as acceptance of the revised terms and conditions. If any change to this TOS is not acceptable to You, Your only remedy is to stop accessing and using the Service.

    So basically they can do as they please..... by just changing T+C's at will.......  

    Therefore you need to ask yourself now, do you trust Insightly....................

    I know my thoughts on this.... I'll let you make you own mind up.     

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  • Hi everyone,

    Thank you for your honesty. We are definitely taking this feedback to heart and are extremely sorry for the disruption this change has caused. I know many of you have let us know you are unhappy with these changes and have left us comments - not only here in the Community but elsewhere as well. We are trying to answer as best we can and I know Anthony has replied personally to many of you. The team is also working to release a tool that will help you put the migrated data back in a smooth fashion. Here is our main FAQ page where we'll be providing updates as things are released. We appreciate your patience as we try to address your concerns as quickly as we can. Thank you.

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  • Insightly, I downloaded the CSV data file that you produced to cover the data you moved to the  "Additional Contact Info" note. 

    There are 204 fields of data !!  That should tell you something!!

    That forcing the use of 1 to 1 custom contact fields, instead of a One to Many table is all wrong.  

     

    Plus another 204 fields for the Organization data too.

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  • Please tell me how it is okay to completely change something AND THEN NOT GO BACK AND FIX IT! We chose Insightly due to the customizable fields and ease of use. We have multi generational staff who have just (after 5 years) gotten use to using the system. We have spent over 3,000 hours populating Insightly and now I have to pay our staff to spend almost the exact same amount of time to fix your mistake. Our clients are Government agencies in which have multiple departments, different addresses and phone numbers...some organizations have over 15 departments. Your new fix is not acceptable nor cost effective. I fully expect Insightly to go back and fix this, unless you would like me to invoice you at our Admins' billable rates for the time spent fixing this when they could have been working on billable projects. 

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  • Hi Sonja. I'm really sorry for the frustrations these recent changes have caused you. I know they may be difficult to accept especially when you have extensive client information as you've described above. While these changes will remain moving forward, please know that we are here to help you use the new tool to restore your contact and organization fields. Thank you. Let me know how we can help.

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  • Hi,

     

    It's four months later. Tax season ended, I took a vacation, I attended to other issues, and now I'm back trying to figure out how to move forward with Insightly as a core element of my business operations.

     

    I'm finding that the Merge Duplicates is broken. The Search function doesn't work right. The Sync contacts to Google (one way is fine with me, Insightly has the better database) is only getting 80% of my contacts. (It left off my husband and daughter and a few of my top priority clients randomly.) 

    You persist in thinking that "work" is the default email, when my clients overwhelmingly prefer that I mail to their personal accounts. You restored my data but put all their home mailing addresses to "other address" instead of "mailing address" so my formatted Word templates are all broken. I'd had phone numbers listed in order of how each of my clients prefer we call and you jumbled them into a bunch of custom fields without order. My database, constructed over twenty years, has been thoroughly broken by that March 25th upgrade. I despair that I didn't have a backup first!

    So I face a central question: can I trust that you are getting better? Did you LEARN anything from that un-announced upgrade? Do you have a STORY to explain what that was about? I've seriously wondered if it was industrial sabotage. What happened to the employees at Insightly? Did everyone quit and sell it to someone who doesn't know programming? I see that Google Apps is listing another CRM as the preferred Google Contact interface: that must have been a blow to you guys.

    What's your moral? What's your future? Who is your team?

    I am one paid user (actually, three, but whatever) and I doubt you think about me ever. But you are a core partner to me in my business and I need to know if you deserve my trust going forward. It is hard to lose two year's of task and project history, and I've spent two years building my contact links (who works with who, who's a sibling or a parent, who was on a project together). I don't want to move. But you have to say SOMETHING to me, and soon, about why I can expect things to get better.

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  • Hi Wendy,

    I am our Director of Customer Success and I see that you have a few support tickets open with us. I will reach out to you directly to address your technical support issues. 

    To address your other questions, I can assure you that we are improving our support processes and our full team is working to improve our product every day.  We learned quite a bit from the downtime and product changes we made on March 25th.  Our CEO’s message to our customer base sent on March 27th, 2017 is perhaps most telling as we learned that advance communication is necessary with our customers when we make product changes.  I can assure you that we are working across the whole company to ensure this is the case with all product changes in the future and our Customer Success team will be driving this so it does not happen again.

    And most importantly, I want to assure you that we value each and every one of our customers from those on free plans up to our enterprise customers.  We fell short on March 25th and we are working to improve customer confidence in us as we know we are integral to many companies from solo entrepreneurs to large companies. 

    Our future is very exciting and we are more committed than ever to providing the best customer experience from product use to any support services you may require. 

    Thank you again for your feedback.  This helps us as a company as we continue to grow and improve. 

    Thank you,

    Teresa

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