Workfront support getting worse from week to week

[lgaertner]

Hello community,

I'm getting more and more frustrated with Adobe Workfront's support.

While it has not been easy to get meaningful and, above all, timely support in recent months, requests do not seem to be addressed at all over longer periods of time. Is this just a subjective assessment, or is it the same for you?

Regards

Lars

[ChloeWY]

I have also felt (and talked to my Workfront Account Manager) that support has been giving me the runaround more and more often.

[Sven-iX]

I've had pretty good experience overall. Yes, I don't often get a response as quickly as I'd like. And sometimes I get a green Tier 1 who doesn't seem to read the ticket but just pastes in the boilerplate "give more information, link" etc - especially when the question is "does XYZ work" I don't have patience with the run-around. 

It's OK to push back and ask THEM to confirm that something is working in their environment. 

If no help, make use of the Escalate button.

Also, do use the survey forms. They get read by Support managers. 

Of course: Make it easy for support to actually help - describe what you're doing, the expected outcome, URLs, screenshots etc (not like some folks here who post a single question with no context) 

[BethJackson]

I push back and still get the run around.  I always provide screen shots and feel they aren't looked at.  I think I will start providing a video of how I get there as well.

Today, I asked what he saw on his end and he kept leading me back to wanting me to share my screen so he could see what I am doing (the issue was for one resource in two different filters in Resource Manager/Workload Balancer, showing hours in one filter and 0 in the other). 

I find they ask me for access to our instance, then don't send the link or insist on a call and after the call, all I can think is this should have been an email.  I had escalated it but still feel I was with Level 1 support.  Language barrier was present when I tried to call.  It took almost 10 minutes for her to even find me.

I have had much more success when support reviews and provides a short video of how they resolved or researched.  I got more out of that plus it was faster than scheduling a call and starting from scratch.  I can't tell you how many times it feels like the rep is trying to resolve through trial and error or going down the wrong path and I resolve it before they do.

[skyehansen]

I'm sorry you're having such a poor experience with Support.

Most of the bugs I report are pretty low priority (i.e. I found a workaround) so I often don't really pay attention to how long they take. That said, I've recently gotten a few apologies for a lack of response that amount to them being shorthanded (people being out of office etc.).

For those that are more important -- in addition to what others have said below -- perhaps one additional thing you can do is report some of your more high visibility bugs (along with your case number) to this community. One thing I think I've noticed is that the more users who submit the same bug, the higher the priority. Being able to reference your case number when I submit MY bug, will hopefully allow the Support team to start aggregating and thus responding more quickly to us as a group of affected users.

Occasionally I've also made use of the phone to call and ask for status on my case (if it's important).

[-JC]

I can confirm that our team has been facing significant challenges with Support overall. There are many incredible people on the Support teams who still give us the same top-notch help as they did in the previous years. However, there is an increasing number of what seems like new employees who make me feel like I'm talking to a wall, often with language barriers, untimely responses, duplicate responses from other Support team members, robotic cut-and-paste responses, asking me questions I've already answered in my initial ticket, not reviewing the supporting images and screen recordings I've attached, etc. Multiple members of my team, including myself, have given up on more than one ticket simply out of frustration. One experience back in October 2024 resulted in a Support employee mistakenly deleting multiple task Approval workflows in our instance, which has caused significant challenges in our audit trail reporting and to this day has still not been rectified (and we have now been ghosted on the topic since January).

Still, I want to reiterate that these frustrating experiences are peppered with A++ experiences with other cases. It seems that anything going automatically past Tier 1 gets great results. But if it starts at Tier 1, I'm likely to close the ticket and post on the Community instead.

[Sven-iX]

Yikes @-JC that really sucks. I'm sorry you had that experience, especially Support deleting things. 

Maybe it helps to request a Tier 2 technician off the bat, especially if you can connect it to a previous case they worked with you. When there is lengthy back and forth, as for a call. 
Also - make use of the escalate button, and in the ticket, call them out on the unproductive/dragging behavior. Basically, paper the experience. It's difficult to convey the frustration when they can't see the history.

If you have repeated bad experiences, connect with your account manager. It's OK to request an escalation call with support. In general, people want to help but internal red tape/process/tools sometimes muck things up. 

[-JC]

Thanks @Sven-iX, we are aware of and doing all of the things you've suggested. Our AM has not responded to us either on several issues, and we're currently drafting another list of our concerns to send in.

[skyehansen]

@TaylorPasley  @monicacardoso -- wanted to cc you as you are close to this area -- can you think of anything else to add?

[VarunAhuja]

Hi Lars,

We want to connect with you and hear your observations. We have made a few changes at Adobe, but our intention is to make things easier for our customers. 

Can you please share a suitable time for us to connect? Please feel free to write to me at vahuja@adobe.com

Thanks

Varun Ahuja

Director, Customer Engineering

vahuja@adobe.com