A New AppSheet Customer Support Experience

[devingu]

Hello AppSheet Community,

tl;dr Starting on December 1, 2022, the AppSheet team will provide a new support experience at support.google.com/appsheet. All current support sites will be redirected. No action is required from the app creators’ side.

Update (4/3/2023): Starting on April 3, 2023, the AppSheet team will provide 24/7 chat and Email support from previously 18/7.

AppSheet has been using an interim support team to provide support in the past few years. We are transitioning to a dedicated AppSheet support team to provide improved support quality over the long term, offer a richer support experience with live Chat, and better escalate user feedback.

Starting on December 1, 2022, you will have a new support experience directly from the AppSheet Help Center at: support.google.com/appsheet. The current customer support page will redirect to the new support experience. No action is required from app creators’ side.

What’s new

In the new support experience, when you navigate to the AppSheet Help Center, you will see a new banner at the footer of the page.

You can interact directly with the AppSheet Customer Support team by sending an email or a live Chat message, and an agent will respond to you soon. Email support is available 24 hours a day, 7 days a week and live Chat is available between the hours of 8:30 PM and 2:30 PM PT (the next day), 7 days a week.

Update (4/3/2023): Starting on April 3, 2023, the AppSheet team will provide 24/7 chat and Email support from previously 18/7.

We look forward to supporting you and please feel free to reply in this thread if you have any questions.

Thank you!

Devin and the AppSheet Team

[Marc_Dillon]

Sounds promising. What about Enterprise-level “Priority Support”?

https://about.appsheet.com/pricing/

[Roderick]

This is exciting @devingu ! This should be welcomed news to our App Creators!

[SkrOYC]

I’m looking foward to this, it would be great to understand in which priority the response will be based on account plan and more, similar to what @Marc_Dillon is asking.

Also I’d love to see the operations timeframe localized to our timezone automatically inside the support page.

Thanks

[takuya_miyai]

@devingu

live Chat is available between the hours of 8:30 PM and 2:30 PM PT (the next day), 7 days a week.

Hi @devingu

This is a mistake from 8:30 AM to 2:30 PM PT, correct?

[devingu]

Hey takuya_miyai, 8:30 PM to 2:30 PM PT the next day is stated correctly. It’s 18 hours of coverage. Thank you!

[devingu]

Thank you Roderick!!

[devingu]

Hey Marc, thank you for the question. We will offer Enterprise Standard and Enterprise Plus customers speedier support. Our senior support specialists will consult the ticket whenever possible (so we expect faster time to resolution). At the same time, we are constantly thinking about adding more into the “priority support”. We will share more as we ramp up the new support experience. Thanks for your patience and stay tuned!

Edit: made some edits to reflect more accurately.

[takuya_miyai]

Hi @devingu
I see
So a significant portion of the day is covered.
Thank you very much.

[devingu]

Hey SkrOYC, thank you for the question, since I’ve answered Marc’s comment above. I will just borrow the response from myself.

In short,

We will offer Enterprise Standard and Enterprise Plus customers speedier support. Our senior support specialists will consult the ticket whenever possible (so we expect faster time to resolution). At the same time, we are constantly thinking about adding more into the “priority support”. We will share more as we ramp up the new support experience. Thanks for your patience and stay tuned!

Edit: made some edits to reflect more accurately.

Accept as Solution

[SkrOYC]

Thanks @devingu
Related to the priority support, I think it’s also important to understand how support efforts will be on free, starter and core accounts.

Thanks

[takuya_miyai]

Hi @devingu

I have two additional questions.

• How will tickets currently being handled by Intercom be managed after December? Will that be transferred to the new support system?
• Are there any languages other than English that are supported by Chat?

[devingu]

Hey takuya_miyai,

1. We can help app creators look up their old tickets as long as they contact us via the same Email that they used to submit the old tickets. We may ask for additional information such as the approximate ticket submitted date, etc.

2. For now, we will only support English for both chat and Email for the new support experience on Dec 1st. We will continually re-evaluate the need to expand to other languages in the future.

[takuya_miyai]

Thanks, @devingu
I understood both of these.

Note that the ticket No. is included in the file name of the downloaded text file.
This is the most reliable information to identify existing tickets.

[hien_nguyen]

Voted

[takuya_miyai]

Hi @devingu

When will the new “Contact us” banner appear?

I wanted to check the status of an existing inquiry, but now that Intercom’s Chat UI is gone, I would like to contact the new support as soon as possible.

[devingu]

Hey takuya_miyai, you will start to see the contact us banner soon by the end of today.

At the same time, if you still have an open ticket from Intercom, we would like to encourage you to continue the conversation in the Intercom chat on the AppSheet editor page > see your previous conversations > the ticket you want to chat with, and continue to chat with the agent. This “see your previous conversations” will be maintained until Dec 31st as the in-chat warning banner suggest.

Please let me know if you have any further questions.

[takuya_miyai]

Thanks @devingu

I could see both the new “Contact us” banner and the previous Intercom Chat icon. I’ll be using each of them!

[devingu]

No problem! Glad the issue has been resolved by itself.

[SkrOYC]

FYI

Contact Us - AppSheet Help