A New AppSheet Customer Support Experience

devingu · 11-16-2022 06:59 AM

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/

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.

Roderick

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

devingu

Thank you Roderick!!

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

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.

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

@devingu wrote:

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!

takuya_miyai

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

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.

takuya_miyai

Hi @devingu

Nice to see Chat-enabled hours in local time!🤗

devingu

glad you like it!

SkrOYC

FYI

Contact Us - AppSheet Help

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

@takuya_miyai wrote:

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

@takuya_miyai wrote:

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

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.

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.

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.