Support ticket turn around

Hi Suzy, have you looped in your CSM? I can’t say I haven’t had a ticket hang for a bit but usually when I’ve looped in my CSM they've been able to give me an update on notes that aren’t visible to me. 

We have had tickets roll on for 6 - 7 weeks before. Would echo ​@szomorrodian advice here, nudging your CSM can help to gain at least updates and insight into the status of escalated tickets. Good luck! 

​@Suzy_q  that seems like an unreasonably long time to be waiting for a resolution, or at least a sufficient update. I agree with the above - get your CSM involved.

I am just curious(and if you feel comfortable disclosing) what is the issue occurring that is being investigated?

I’d say it depends on the issue as some, like a recent reporting issue, have many similar cases grouped into a larger ticket which indicates to me that a bigger issue is at hand. This can cause linger delays.

Having worked on many LMS’s, I can say that Docebo support is still one of best response times I’ve seen.

Depends on the issue. I am still waiting on a resolution to one filed November 5th. But there is a workaround so I am sure it is not a priority for them, even though they noted other customers have the same issue. It could also be a pervasive bug.

Our CSM left sometime last year and we still don’t have another so no one to nudge but the support person handling our ticket. Most times they at least update me weekly that “they’re still looking.”

It really depends on how large the issue is.  We had a ticket sit for 3 months with no resolution, when we asked for updates, it was constantly “it is being reviewed by Tier 3 etc etc”, but it was because it was a strange break in the system that took some more time to resolve. 

I do wish there was more visibility and detail to what is being “reviewed” by their higher tiers.  Like having visible work comments so that we know that folks are looking at it. 

I find that if you involve your CSM it does help for those more urgent, cryptic cases.

It can depend on the issue, but I agree with others - if you haven’t already it is worth looping in your CSM and account rep.  Sometimes they can at least get you some clarity, or more specifics than ‘it is being investigated by such and such team.’

Hey ​@Suzy_q! 

It’s a great question!

The short answer? It depends. (I know, I know… everyone’s favorite answer.)

Support ticket turnaround times will often vary based on a few factors. Complexity, prioritization, and the reality that software development in SaaS follows structured release cycles for these kind of updates means that fixes will go through rigorous testing, security checks, and planned deployments (QA into General Availability release) to ensure stability and compliance.😅

As a SaaS company (and a publicly traded one at that), we have structured release cycles, security standards (SOC2, anyone?), and an entire engineering pipeline designed to make sure fixes don’t create more problems than they solve.

That said, I completely get the need for predictability! If you ever feel like you’re stuck in limbo, your CSM is a great resource to gather more insight. Of course avoiding to escalate every ticket, but knowing that they are there to help provide you more definition and clarity on timelines, release priorities, and any potential alternative solutions that could be had in the meantime.

At the end of the day, our teams want to help you find success and ensuring you get the best possible experience. If something feels like it’s falling through the cracks, lean on your CSM for guidance (they won’t have magic wands though 😢).

Appreciate the conversation in this post and thread from the group. After all it’s what makes the Docebo community so great!

This!!!  Exactly.  I think the lack of clarity on where they are, what’s being worked leaves it a very difficult conversation with OUR teams and stakeholders.  We sound a bit inept and like we’re dropping the ball when we continue to have no new information to share.  

​@hwolfehall - it’s a fair point you make. Often knowing is half the battle.

I absolutely understand the challenges you’re describing around visibility and clarity with T3 cases. Certainly not an easy conversation to have with your stakeholders when updates are sparse. While I can’t directly influence the Support processes, I want you to know that I’m here to advocate for improvements and share feedback like this with the teams (and leaders) that can drive change.

In the meantime, I encourage you to leverage your CSM as a strategic partner. They can provide context, escalate where it makes sense, and align your priorities with the resources we have available. Together, we’ll make sure you’re supported as best as possible!

Thanks for the feedback everyone!! 

Yes, I have leveraged our CSM support to expedite a response - but get the same reply.  I also completely understand the need to ensure the processes don’t create further problems and feel comfortable knowing others share my frustrations when I have nothing new to reports to my stakeholders. 

Grateful for this community 😃

Thank you John! Ticket resolution really depends...If it is up to the Docebo Support - my experience is that the tickets get resolved quite fast. If the Development team needs to be involved, then it can take months :-(

Very appreciative for the community and all the messages :-)