Access history of support ticket

Aurelien · 11-20-2024 03:30 AM

Dear AppSheet Dev/Support Team,

Here is an improvement suggestion.

When filling a ticket, the conversation remains in my inbox, but I can't get the history of my initial ticket.

When going at the documentation page, we see the list of pending tickets:

However, nothing is clickable, so we can't get any more information.

I would expect to see:

- (at least) the ticket initially provided with attachments

- history of conversation

- history of actions made on the ticket

Motivation:

1) Lot of users, including me, are frustrated of the lack of information about our tickets.

For instance, I had a ticket pending for almost one year...then closed. I had to build a workaround to solve my situation, which would save time if the bug was solved at this time.

2) The "in progress" status information is fine, but probably redundant if the only tickets displayed here are in progress.

3) We would like to see something different than the usual:

"Hi [name],

Thank you for contacting the AppSheet Support Team.
I am sorry that you are still facing the issue. I have escalated the issue with the specialist team and they are looking into it.
I will get back to you once this gets resolved.
In case of any issue please feel free to contact us.

Best Regards,
AppSheet support team"

1) Lot of users, including me, are frustrated of the lack of information about our tickets. For instance, I had a ticket pending for almost one year...then closed. I had to build a workaround to solve my situation, which would save time if the bug was solved at this time. 2) The "in progress" status information is fine, but probably redundant if the only tickets displayed here are in progress. 3) We would like to see something different than the usual: "Hi [name], Thank you for contacting the AppSheet Support Team.I am sorry that you are still facing the issue. I have escalated the issue with the specialist team and they are looking into it.I will get back to you once this gets resolved.In case of any issue please feel free to contact us. Best Regards,AppSheet support team"

Many thanks for considering!

@lizlynch

Rifad

I expect a response from the team. Support, specialists, and developers are not proactive, and AppSheet is deeply flawed. I have tickets that have been open for at least 1-2 years, and all I receive are copy paste responses stating that a specialist is looking into it.

Suvrutt_Gurjar

Yes, I agree with @Aurelien s suggestions. I too experienced inconvenience while tracking one of my recent support ticket.

An improved interface with the ticket history and progress for the person who has raised a support ticket will be very useful.

Koichi_Tsuji

I gave up throwing a support ticket to support desk, as it never helps. For the past years, no improvement at all..... So cynically speaking, I dont expect anything new and positive in terms of the support quality in my personnel opinion. Very much sad story.

Rifad

@devingu

We understand that the promised improvements have not been delivered in many years. However, based on the above post, is it still feasible to achieve this?

Rifad

https://www.googlecloudcommunity.com/gc/Workspace-Q-A/Do-NOT-HOST-on-GOOGLE-Workspace-primarily/m-p/...

I thought it was just appsheet but looks like whole google system is designed like this

takuya_miyai

@Aurelien

I agree.

To solve this problem, ironically I am building my own ticket management app in AppSheet.

I'm sure many App Creators are building similar apps.

@devingu
We do not want to build such an app to manage our weak Google support.

We want you to understand that we want to spend our time to make AppSheet, the great platform you guys are providing us, available to more citizen developers.