Hello everyone!
I know that we have had some rocky roads when it comes to providing support over the years - but that was due to how many agents we had, and how hard it was to figure out the support required for this system - suffice to say, we had a good helpdesk, but our agents were confused how to use it. Sometimes, the technology just has to adapt to the users, not the other way around.
To that end, we have changed from Zoho Desk over to Hiver, which is something that our agents can use - because, well, basically, it's a helpdesk within Gmail lol So, for them, it's super simple. As they are in their emails all day anyway, there are zero reasons why they cannot answer support desk questions right there, without having to load another interface.
Support Status
As of 10/13/2021 - we have cleared out all support requests that were backlogged within the support box. The only thing remaining are tickets that were left open, assigned, due to having ongoing issues.
If you have a request that we didn't handle, please email that request again, so that we can have it, and track it, and work with it.
Support Portal
The new support portal is live, and you can access it here: https://support.somee.social - it's fairly easy to site to use. We have a public-facing Knowledgebase that we add articles to every now and then, and a public feedback form where you can ask questions.
These questions are sent to our support box, so our agents can answer it fairly quickly.
Support Timing
As always, we'll try to get back to you within 24-48 hours. If you do not hear from us after that period, please do drop us a line on Telegram or Twitter, and we'll get to you as soon as we possibly can.
Again, we want to thank you all for your patience while we ironed out the support issues, and we feel this issue is now fully resolved.
