Slow Technical Support

What are the best aspects of this product?

Scalability and detailed tracking of service/project items.

What aspects are problematic or could work better?

CW chat is relatively quick but those agents cannot actually see your system (according to the last agent I chatted with) to provide any real support. How to guides are available and easy to use for identifying normal use and setup issues but not for fixing problems.

True technical support is nearly impossible to get when it matters most.

What features/services would you like to see in future versions of this product?

Same day support would be nice but unless you have a high priority system outage you are unlikely to get it. A two to three minute phone call would likely resolve most issues but you are forced to wait hours on end and constantly scan for new email with other support options or follow up information requested.

Are you a current user of this product?

Yes