A New AppSheet Customer Support Experience

[takuya_miyai]

Hi @devingu

Nice to see Chat-enabled hours in local time!

[devingu]

glad you like it!

[takuya_miyai]

Hi @devingu
I used the new Chat support.
I were unable to resolve the issue at that time, so I asked the AppSheet Team to check with them.

However, after that Chat was closed, I had no way to check what the status of the ticket was.

I received an email back the next day that it was being investigated, so I have no current issues with this inquiry, but I think there needs to be a support feature where I can see the Chat thread between me and the AppSheet Team, like Intercom’s Chat has done in the past.

Thanks.

[takuya_miyai]

Hi @devingu
I’m sorry.
On my first Chat I finished first so I could not have any history.

I checked again today in another chat and confirmed that the “Send email” link appears at the end.
If we select this link, we can see the history of correspondence.
I will use this link from now on.

Thanks.

[dbaum]

There needs to be a way for the user to reference the information originally submitted via the Email option. While subsequent exchanges are maintained in the back-and-forth email correspondence, the original submission does not appear there.

[dbaum]

@takuya_miyai

I had no way to check what the status of the ticket was

I noticed that there’s a way to see at least minimal information–e.g., what looks like the status label and maybe the last update timestamp. Complete step 1 to initiate a support request–it doesn’t matter what you enter–, and a little info about existing requests (or, at least one existing request) appears:

[dbaum]

@takuya_miyai

the “Send email” link appears at the end. If we select this link, we can see the history of correspondence.

This is indeed helpful.

An improvement would be to make the email subject less generic than the current “Requested conversation copy”–for both the chat log and the subsequent email follow-up from appsheet-help@google.com.

When a support request is initiated via email rather than chat, the email subject line is helpfully a unique ID number. I assume it’s some sort of a case number. An improvement here would be to make the subject line more than only the ID number–e.g., something like “AppSheet Support Case {ID number}”.

[dbaum]

FYI - I confirmed that you can see multiple (at least 2) cases, as well as that “in progress” is the status assigned immediately upon submission.

[Marc_Dillon]

EDIT: after chatting with devingu, co-authors should be able to receive support.

Based on my support ticket from last Friday, it seems that co-authors can no longer obtain support for apps that they do not own, with the new support system. Is this really the intended case?

If so, that is incredibly inconvenient.

[devingu]

Hey Marc, let’s chat in DM so I can ask for your ticket number!

[Koichi_Tsuji]

Quick feedback.

Our experiences with new support service is getting worser and worser. we could not get the proper support at all through the new desk.

None of our problem have been solved.

[devingu]

Hey Koichi_Tsuji, sorry to hear it but really appreciate the feedback. I will reach out to you via DM and take a deeper look into your tickets, and see what we can improve from there!

[Roderick]

Thanks @Marc_Dillon , @Koichi_Tsuji and @dbaum for your feedback and allowing @devingu some time to look into your cases. We’re working to improve the experience on our end and your candid feedback will help managers ensure teams are meeting our App Creators needs.

[dbaum]

Thanks, @Roderick . To be clear, while I’ve suggested here some procedural improvements, by far the biggest issue is the lack of knowledgeable support staff alluded to by others. I have repeatedly observed basic misunderstandings about how AppSheet works and about what I reported.

[devingu]

Hey dbaum, thanks a lot for the feedback. Reaching out to you through DM for the ticket id that you’ve encountered the experience. I would love to bring this back to our support team and improve the user experience as we are ramping up the new support experience. Thanks a lot for your candid feedback.

[Rifad]

Where can I find the previous support chat that I communicated this afternoon ? I closed the browser tab and not able to navigate it to that anymore ? Why google have to change and break everything thats already working well ?

No signs of previous chats here.

[devingu]

@Rifad , sorry for the inconvenience we created for you. You should receive a Email after you close your chat. In the Email, you can follow the instruction and request for the chat history. Please feel free to DM me if you have other concerns!

[takuya_miyai]

Hi @devingu

If we get a later email response from AppSheet support team, the case number may not be included in the subject line, etc.

Although I inform the support staff individually, I would like you to make it a rule to always reply with a case number because it becomes unclear to which inquiry the response is for.

[devingu]

Hey Takuya,

Thanks a lot! It could be a bug on our side. I will check with my team and get back to you.

Thank you,

Devin

[takuya_miyai]

Thanks @devingu

Yes it may be a bug.
It had a Case number until last month.