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How does a paying customer get Support?

There does not seem to be a simply direct way to get my question in front of an actual Insightly support person. Am I missing something? I click help within my CRM (paid subscrition, and it takes me to a 'support' portal, where I have to use a 2nd authentication to interact with other people who need support. Where are the actual Insightly employees?

Why can't a paying customer put his question in a support queue? 

I put my simple API question in the community. Fine. There are less than 400 posts in the API section. 2 days later noone has read the post....

Is this the business model? Put all your paying customers with questions in a room together and hope they teach each other?

All I want to know is the name of the key which accepts my API token when adding authentication through a URL. It's nowhere in the documentation so please DON'T give me a link to the docs unless you can show me where in the docs this is.  Very frustrated. 

 

How about an actual phone number where a paying customer can call? 

 

 

 

 

 

 

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  • Hello John,

    Customers with paid Insightly subscriptions can contact us through our ticketing system to receive email support. Support is provided from 8 am to 4 pm, Pacific time, Monday through Friday.

    To submit a support ticket:

    1. Sign in to the Help Center using the email address associated with your paid Insightly Account.

    2. Click Submit a request and enter the subject and description of the issue. You may also attach files to your request.

    I'll also investigate your API question to help support you with this. 

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