Answered

How to contact support without being guided into a maze?

Hello Insightly,

I get it that you try to minimize emails for support, but how did you pull it off to hide all means of communication except a forum? Our email has not been forwarded to Insightly for the last 5 hours and I have been searching for at least half an hour how to contact you about this. Very bad! 

 

Please let me know -and hopefully also to all other users who are reading this- how to quickly submit a ticket if something serious is wrong. Your system is being used by many smaller and medium sized companies of which this CRM is the backbone. Why in earth's name do you make it so impossible to receive instant help? Perhaps you should consider a chat function here. They have good and affordable teams in India that can help you with this.

That you make your services more expensive every year is one thing, but at least provide the service that should come with that. I think this kind of business model is not ok.

Regards from a frustrated client 

 

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Comments

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  • Hello Bart van Heijst,

    Sorry to hear you are having trouble receiving support. 

    All users, including users on our free plan, have access to the resources here at the Insightly Help Center. 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.

    That being said this article can help explain how to submit a ticket if you have a paid subscription: Getting help and support with Insightly

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  • Hi Alejandro, thanks for your response. I think 50% of my post had to do with negative emotions at that moment which could have been prevented. The good news is that the issue was solved the same day after sending in a mail to support@insight.ly email.

    However, it was first automaltically denied because my email address was nog equal to the paid member email address in your system. 

    Recap:

    1) I cannot find a clear button or contact form to start a ticket (too much orange and white)

    2) Because of over-automation important tickets are being closed

    Above points are in my experience not client friendly so I will stand behind my initial post even though my issue has been solved.

    Thanks 

     

    Bart 

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