Are other people getting email responses from TT? I’ve tried opening a ticket and emailing the Support address, but TT just isn’t replying to me (& several other Troops)?
I haven’t found a phone number yet. If TT is responding to you, what method/email are you using??
Thank you!
Unfortunately they recently had a staff member move on and are short staffed. They are getting through tickets, emails and requests as quickly as they can. In reality it has been several weeks to a month to get through everything. They are still there and working its just been a huge challenge recently.
I’m having the same experience. Email last weekend to import my data still unanswered. Its not helpful that they don’t copy you at least acknowledging it was received (automated response). I’m not sure if it glitched and wasnt received as I have zero proof of the submission. You would think imports would be prioritized given that they’re critical for onboarding. Also i have a glitch when I go to see the tickets open, the sign-in doesn’t seem to work. I get “{“result”:“failure”,“cause”:“E110 - No Such User or User Deactivated”}”
They took their support number off the website as they are not currently answering calls.
The “tour” for helping people when they get started also results in “Failure” and has been that way for over a month. As Aaron said they don’t have the staff for the additional support functions, which is especially unfortunate for those of us trying to start up new groups.
gt8324b - I agree with you. There should be a courtesy email copy sent for any inquiries submitted to TT. I sent a couple and never received a notification of receipt nor a courtesy copy, which makes it incredibly difficult to know what my submitted issues were now that it’s 2.5+ months later!
I share everyone’s frustration with the lack of response and support. I understand their situation with being down a staff member and it being the busy season, but we are beyond the “busy season”. Per Dave, busy season ends mid-October:
Granted, with Keener gone they are obviously backed up, but they are several months removed from his departure (which coincided with their “busy season”). They have a business to run and should have worked to remedy their situation as quickly as possible.
Removing their contact phone number was a bad move. Being non-responsive to inquiries is a bad move. They may be backed up, but this is a product they are being paid for and have to step up their game to hire the necessary people to continue to provide support to users. If they can’t do this, they won’t have users willing to pay for said product.
I understand you’re doing your best as a moderator to respond to inquiries, but several weeks to a month is not realistic. I have unanswered items from 2+ months ago. Dave or whoever is in charge should be giving you realistic response timelines to respond to users posts in the forum. Inaccurate information only creates more frustration.
I’ve been hitting them up on emails, contact form, facebook, and support ticket via the helpdesk, so glad it’s not just me.
I’ve got a problem and a ticket’s been open for weeks.
I did voice your concerns to TT staff. There are currently two of them working on this. One is doing imports the other transfers and they are prioritizing those, then responding to support requests. They do understand it is frustrating and have said they will try and be better about sending out responses when they complete things. They are just trying to push through and get as much done as possible. Some good news is they have the dev team working on automating those tasks, once that is done it will free them up to respond to support requests more specifically. This has been a tough time for a small company. I hope users will be understanding and hang with them. I really do think this product is superior to others out there and I will continue to help as much as I can from my experience with TT, I really do think it is worth the time and support.
Are they actively trying to hire anyone?
Imports are now automated. When you submit them via the support option, the import will run immediately and the results will be instant.
When is user support going to be started up again? Sure would like to get TT working for us. The lack of response is mind boggling.
TT staff does respond to e-mails however their are only two people getting all of the hundreds of messages every day, it is difficult to respond quickly and some issues would be higher priority than others. What was the issue you e-mailed about?
They may not now, but they have responded via email in the past.
I submitted a list of questions about TroopTrack’s setup for Troops of St. George through the “Contact” page on the website last August/September. Tyler responded to me via email in September and said he could help. I responded with the requested information and have never received a response. I have sent followup emails asking for updates and no response.
TroopTrack is not setup to be functional for Troops of St. George and needs to be further flushed out.
I’m getting tired of hearing about how only two people are trying to respond to hundreds of issues. It seems to me TT isn’t serious about addressing the concerns of users or they would be hiring help.