I'm not sure how this is considered "support"

MultiTech · 07-13-2023 08:06 AM

I've got an app that's secure (meaning login is required), but we're not managing the user list.

I'm trying to get an automation to run using the "bypass security filters" toggle - which, you would assume based on the name, description, and documentation, that turning this on would essentially "bypass the security filters."

Reached out to support, as I was getting an error... check out the response:

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Requiring me to alter my build, IMHO, is not a solution. It would be preferable in this situation to acknowledge there's some bug in the system, but inform me it will take a while to fix and then suggest the possible work around. But simply coming back to me with, "Change your build" is not very constructive from my perspective.

devingu

Hey MultiTech, feedback received and this issue is something we are internally discussing with the Eng team as we are making some changes. Please stay tuned with the ticket and we will share more there, your case is slightly different from the others.

Edit: the current workaround is to disable "Yes, this is a public app". If you have encountered this issue, feel free to raise a ticket with our support team! We will follow up with you.

MultiTech

Thank you!

josephtorres

I feel like you jsut need to enable 'Require user signin' and 'Allow all signed-in users'.

Rifad

Another day and it still continues for a simple issues like this.

I just send them these and told "Showing incorrect label in ENUM ref" completely self-evident bug you can notice an irrelevant image used as label besides the name.

"Desktop UI"

Editor UI

And here he goes asking irrelevant questions not even related to this issue "Is the issue with the product column ?
Such that after selecting sales order acceptance Id, there should me more values to choose in products columns?"

and then this happened because I had no other choice from him to ask all these questions and waste time on it.

..and all these for a specialist to keep this ticket open for months.

josephtorres

It's understandable though that they'd want to confirm the behaviour is a bug, you aren't giving them much to go off of by saying their questions are stupid. For all you know, YOU could have done something wrong. In your original post, it certainly seemed you had. They are the experts and this is a community, works so much better if you collaborate. In my experience with Appsheet's support, they haven't directly solved all of my problems but they have given me ideas and insights that help me achieve the solution, in turn making me better at AppSheet development. They can't read your mind or how they want your app to work, of course you need to explain what's wrong in detail. Even if it is in fact a bug, they need context to replicate the issue in different scenarios.

Rifad

@Rifad wrote:

And here he goes asking irrelevant questions not even related to this issue "Is the issue with the product column ?
Such that after selecting sales order acceptance Id, there should me more values to choose in products columns?"

FYI, this is completely irrelevant.

@josephtorres wrote:

They are the experts

I don’t think so. Lets see what everyone in this Community have to say about this statement ?

@josephtorres wrote:

Appsheet's support, they haven't directly solved all of my problems but they have given me ideas and insights that help me achieve the solution

I never contact them for any solutions again FYI. I only contact if there is a BUG. I refrain from workaround from support to give me a Solution for my problems. There are much experts here in Community for that.

@josephtorres wrote:

They can't read your mind or how they want your app to work, of course you need to explain what's wrong in detail.

As a developer this image is self evident and I shared view link also. What else do you need to know if its a bug? Its not even complex issue. A straight-forward bug shown with a screenshot. And again experienced people like @Aleksi or @Steve would not need all these information to know if its a bug or not.

devingu

Hey Rifad, really appreciate your feedback.

If submitting a bug is your only purpose and you don't want any solution from the support team, I will recommend you

use the Email channel instead of chat (to save your time to have a lengthy chat with our agent),
state your purpose clearly that you want to file a bug and you don't need solutions,
create a community post in the forum (I personally think this is a better approach as you may find other people who have encountered the same issue, and then as Google we can take faster actions).

However, in order to help you (and we always would like to), we will kindly ask for your patience as we need time to understand our app creators' apps, which are usually complex in nature.

Koichi_Tsuji

I appreciate for your effort personnelly, but what your team need to do is "proper training" for your support desk personnels. What they are doing now is "Your ticket is received and passed over to "specialist" or "Engineer". Then they forward for what the support desk personnel hear from them and pass over to us. Due to lack in understanding what we claim this is a bug (I m one of others who only get in touch with support desk only when we detect bugs). Due to lack in the knowledge and skill if or not the reported issue is bug is not, this nightmere will continues, unless all the personnel involved in the support desk, "specialis", or "Engineer" do have the proper and comprehensive knowlege over your own platform. Once again, the perfectly honest feedback. For the past year, I m sorry to say there is no improvement, progress for the quality of the support stuffs.

100% of the initial feedback from the support desk is basically "out of point". We need to spend hours and hours to coach them, by sending mails back and forth all the time for several times.

I m "PRO" appsheet consultant, so I do have more of the knowledges and skiill more than those who sit in your support desk. IF you need help from us, we are happy to do so to improve the level of the support.

devingu

Thanks for the feedback.

100% of the initial feedback from the support desk is basically "out of point".

I would like to understand this a bit better. When you said the initial feedback was out of point, is this because

our agents need more time to understand your app and its use cases (e.g. like what Rifad's case shown above - I will prefer to believe our agents were still investigating and understanding the use case and didn't have a fair chance to even talk to Rifad),
or didn't understand your specific issue (this is where I consider potential improvements could be made),
or simply your definition of an issue/bug doesn't align with our definition of an issue/bug (e.g. an issue from your definition but maybe just a user preference from other users like the "bug" you called out in another thread.)

I would love to understand this because we've continuously analyzed the tickets from our power users (including you), and found a lot of time these three situations happen at the same time, not only bullet 2.

But overall, we would make more changes to how we support power users like you in the future. The improvements and changes won't happen overnight. Please stay tuned.