Fixed an issue with desktop mode where initial values in a form could get reset.
New: 100% of free users and 50% of paid users. Previous: 100% of free users and 25% of paid users.
iOS updates
An iOS update (v16.3) will be released to the App Store and will be rolled out to all users gradually over the next week.
Item
Description
Bugs
Miscellaneous bug fixes.
Preview announcements
Preview feature releases enable you to try out new app features that are not yet fully supported. See Product launch stages.
No new preview features were released today.
In addition, the AppSheet preview program lets app creators try out new app features that are not yet fully supported. For more details and to opt-in, see AppSheet preview program.
I m busy and not spare my time for your support team to help them. I have been reporting “BUG” in download file action which is not working properly, but the support desk (both Japanese / English) not understand what the problem is. Again, I can t spend my precious time to educate and coach your help desk personnel’s, so let me post here.
There are two bugs. (Dont ask me when it started , as I m utterly no idea)
First bug
We can set the value for File type column with the strings like “DocId=xxxxx” to access to the file saved in the app owners Google Drive. xxxxx stands for the file ID for the target file. It has been working fine for years. However, now once we hit the action on file type column, it initiates the download and the file is saved in the local drive. However, the file name of the downloaded file is “DocId=xxxxx”, while it was before downloaded in the name of the original/source file with the proper extension. So now, the downloaded file name does not carry the extension, unable to open those file completely. Perfect and beautiful bug.
I personally suspect this may share the same root cause as bug 1. Once we hit action for file type column the download start (for excel and others file type). Before we observe this bug, the downloaded file name is the same file name as the original/source file in google drive. However, strangely now the downloaded file name carries the FOLDER NAME _ (folder name + under score) . The downloaded file can be opened so someone else may call this is not a bug. However, obviously the behaviour of the app action is completely changed.
Thanks for taking action to bridge this to dev team for immediate corrective action. BUG 1 is serious as the app action is not working to access to the files saved from App…
I formally registered this BUG to your support desk both Japanese / English One. However the response was exactly same. They don’t have the capability to digest what the problem is really. So they keep asking for bunch of silly questions.
I’m so kind person. So I asked them to let them to close the ticket as I do not want to be disturbed by those silly questions just to simply to escalate bug report internally in Google.
Once something serious problem happen and we post here, we are asked ”Please report to the support desk". Then the support desk is completely no working as I claimed. Even after we receive the response back from them, they ask “If you are urgent, please post to the community please for help”.
Back and forth… Sorry to say, so silly from user point of view.
Like with current situation, some apps are broken and cause the problem to use the app for daily business, then we report the issue to your team. Support desk does not understand what the problem is. After giving up with support desk, then we have no ways to call for the support to fix those outages, as Google does not provide users for such resources to fix the issues…
I just close my eyes and pray to the god to see something going to be changed in the next morning, IF i am lucky.
After I placed the super clear support ticket to get help for this bug, this was the initial response back from Japanese desk.
現状の確認
現在の状況は、下記で間違いないでしょうか。
アプリ名：FileIDDocId-2607428
テーブル名：ファイルアップロード
ビュー名：New View
アクション名：Open File (ファイル)
最終要望
念の為、最終的なご要望がこちらの認識とあっているかを確認させていただきたいと存じます。
最終的なご要望といたしましては、Googleフォームをデータベースとして作成されているアプリでアップデートファイルをダウンロードしたときに名前が変更されないようにしたい、また、ファイルを開けるようにしたいということで間違いないでしょうか：Yes / No
もし、こちらの認識が誤っている場合は、詳細をお聞かせください。
詳細確認内容
問題解決に向け、下記についてもご教示をお願いいたします。
該当の事象は、全てのユーザ様に発生してるか、それとも一部のユーザ様のみか：
一部のユーザ様の場合、発生しているユーザ様のアカウントやシステム環境に共通項があるか：
他に同じ事象が発生しているアプリがあればそのアプリ名：
該当アプリのバージョン：
以前にアプリは動いていて、最近動かなくなったのか：Yes ／No
「Yes」の場合、データ量に大幅な増減があったか：Yes／No
「Yes」の場合、特定の変更をアプリに加えたか：Yes／No
「Yes」の場合、以前の版への復元を試みられ、事象が改善したか：Yes／No
「Yes」の場合、以前の版への復元をこの後試みられるか：Yes／No
該当の事象は稀に発生するか、それとも常に発生しているか：Yes／No
モバイルでのみ発生している場合、ブラウザで事象を確認できるか：Yes／No
エンドユーザ様について
お使いのAppSheetのバージョン：
シェアされているアプリのバージョン：Stable／Latest／Default
お使いのOSとバージョン：
お使いのデバイスとバージョン：
ネットワーク環境：有線／WiFi／モバイルネットワーク
エラーが表示されている場合、エラーメッセージのスクリーンショット：
事象の始まった日時（特定が難しい場合は時期）：
こちらについてご確認をお願いいたします。
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Obviously it could be a “template” and bunch of question we need to fill to proceed… Even we fill them in correctly, the problem is the personnel who is asking quetion is not able to digest our response. Then what they could do is “Thank you! We relay to your response to our SPECIALIST!!”
Hopeless… (X.x)
So once I got this response, I asked them please close my ticket, as I do not have ample spare time to ride on for them.
Those who expect and wished to have SPANISH support desk, my suggestion is Do not expect too much. Otherwise you guys would get the same disappointment as ours.
As far as the basic English support desk, my understanding is there is no way we expect the improvement in the support desk in OTHER languages. The less quality of the current Google support is not being questioned because of the Languages, but the skills and knowledge over the AppSheet who deal with our ticket. That it. Language is not a problem.
Is there any necessity to announce this globally in the community? We everybody know Google team are not committed to support this community place, but let the community members alone to discuss bits and pieces what they want… However, as Google, why they announce those shame once again through the announcement like this?
Hey Koichi, firstly, thanks for sharing your feedback. About community improvement, it’s under our radar and we are actively having conversation internally to improve community management. Hopefully, we can share more updates in the near future.
For Japanese support, I will share your feedback directly with the Japanese vendor team. Please note, our Japanese support is a brand new operation; therefore, it requires time to ramp up. That being said, we do pay close attention and have a clear goal for the team to achieve. Most of your tickets have been consulted by Aleksi and some of those questions are asked by Aleksi so these questions may seem “silly” at first but might lead to the final solution.
But as always, please do understand that it takes time and many questions to investigate and understand your issues as the support team members in general may not have context about your business, app and configuration details. Every ticket you create for us, our agents most likely need to start from scratch to understand and re-learn everything, while we totally understand that you may repeat to a different agent for many times. We will really appreciate your patience while we go through our due diligence to make sure we provide you with the correct solution.
We are also undergoing some other major/minor improvements for the support team as well as improving the collaboration with the Eng team to provide more up-to-date responses to inform customers regarding our commitment to bug fix. Internally, we are trying to measure how effective the communication has been shared with customers to inform you our triaging result. Please stay tuned.
iOS updates> > An iOS update (v16.3) will be released to the App Store and will be rolled out to all users gradually over the next week.> > | Item | Description |> | - | - |> | Bugs | Miscellaneous bug fixes. |
For branded apps. Do my users get the iOS updated automatically or do I have to push an update via appstore connect?
please do understand that it takes time and many questions to investigate and understand your issues as the support team members in general may not have context about your business, app and configuration details.
Your agents need us to explain how AppSheet itself works. That is a problem.
I’ve had to repeat details provided when I opened the ticket. Why am I prompted to describe my problem when opening a ticket when the agent is just going to start with, “what is your problem?” My problem is your agents ignore what I’ve already provided.
We are also undergoing some other major/minor improvements for the support team as well as improving the collaboration with the Eng team to provide more up-to-date responses to inform customers regarding our commitment to bug fix. Internally, we are trying to measure how effective the communication has been shared with customers to inform you our triaging result.
I do not believe anything will come of this. No claim you have made about coming improvements has ever been followed by any improvement.
I am giving back some pretty harsh feedback to the Japanese team.
But I think the real problem is that the AppSheet team at HQ is not listening to the users too much.
You guys will say no that’s not true, we are listening to user feedback, but those users are just buying large amounts of GWS & AppSheet licenses, not sure if they are real AppSheet fans.
The crux of the problem is that you continue to ignore the feedback of the real App Creators that has been built up in this community.
I feel sorry for the Japanese support team that has to consult with such a team.
Let me give you an example.
Salesforce has a Known issues site. Anyone can understand the nature of the problem by looking at the difference between the status of Known issues and the status of Feature ideas in this community.
(I understand that Known issues and Feature ideas are different, and that the scale of the service is different, but still, the following screenshot is all I have to say)
Im sorry to say but I do not expect much of improvement in the support desk quality towards the future. We have been seeing mostly no improvement after the past years, no visible progress etc. Once the promise not happen, then the people lose the trust. This is real world story.
So I will not post any support ticket toward the future, but just post here in this community to share the problems with other users.
@Steve Please feel free to share with me some tickets so we can take a look into this.
Why am I prompted to describe my problem when opening a ticket when the agent is just going to start with.
I understand this is a frustrating experience. Please do understand most of tickets our agents received we started with no access to your app and therefore we didn’t have as much context as you as the owner who built the app from 0.
It’s our due diligence to make sure we don’t ask redundant questions; however, I also want to point out asking probing questions is part of the investigation to factor out potential root causes. Again, if you can share the case id with me through DM I will really appreciate so we can invite Aleksi and I do a deep dive into the situation you describe.
I do not believe anything will come of this.
Many of our improvements happen behind the scene and apply to the whole population of creators we’ve supported, and those changes are usually launched and take effect slowly. We will appreciate your patience along the way while we make these changes.
