Hello Workfront Administrators and Users, I have reached out to Workfront support on 2 occasions in the past year in need of help for road blocks with agile project set-up and recently with permissions issues and both times it has taken a ridiculous amount of time to get any resolution. Actually, I have had no resolution on either issues to be honest and these are the only 2 issues I have needed assistance with in 2 years. I seem to get a quick response that the issue has been assigned but then it sits in a queue after I explain my issue or questions a second time and I can only seem to get questions back via email that when I rely, it takes another day or more to get a second response. Does anyone else have these types of experiences with Workfront support? Is this the standard service or am I approaching needing help the wrong way? Does anyone contact their rep directly, use a call in instead of email? Please let me know if anyone has a better suggestion for making progress with Workfront support and getting resolution on issues. Thanks, Jennifer Jennifer Ludemann Advantis Credit Union
Hi: Sorry to hear you are having struggles. Yes, I too struggled for a few years. I got an Assigned Service Rep (ASR) and my problems went away. I requested Heather Clements specifically and my service experience has been nothing but wonderfulness since then. Prior to that, the CSRs would solve problems not related to the issue I raised. They would say they can't reproduce the problem and close the ticket. They would say the software is working as designed and close the ticket. Problems would sit in a queue forever and when I asked questions, they said they are waiting on me to respond. Ugh. I got an ASR and these problems went away. Aside from a good ASR like Heather, the best way to get answers to these questions is to post them to the Community Forums. Seriously. You'll get good answers, lots of neat ideas, and you'll get them quickly. Viva la Community! Hope this helps. Eric
Jennifer! I got frustrated on your behalf just reading your post. Why don't you lay out what you're trying to accomplish here in the Community and I'll do what I can to make sure you get the answers you seek. I'm like the workfront genie, but you'll likely get more than 3 wishes. Nate Bagley Community Manager Workfront firstname.lastname@example.org | 801.477.9712
Try reaching out to your account rep with your frustrations, your approach seems fine. If your problems are complex and it requires a specialist on their side they might ask you to buy a package of "consulting hours" which we did at one point but in the end we didn't use any of the hours because I just figured out how to solve the problem by myself. Richard Carlson Behr Process Corporation
Yes, you are not alone J . We should have a Support Group for the Support... er Group J . I've been making that same complaint for 2 years. I've seen an improvement, but it's still an issue. Vic Alejandro, PMP, CSM | IT | Sr. IT Project Manager Denver Water | t: 303-628-7262 | c: 303-319-6473 "http://www.denverwater.org/"> http://www.denverwater.org INTEGRITY | VISION | PASSION | EXCELLENCE | RESPECT
Overall, I am fairly happy with Support actually. Perhaps it works well for us being in a dramatically different timezone but I usually get a reasonable response overnight. When logging issues, it helps massively if you can submit some screenshots, or better yet, a video with some audio explaining what is going on. Having said that, my top wish-list for Support/Account relationship is:
Create a new incident status in Zendesk for Unresolved defects (e.g. bugs which Dev have chosen not to prioritise a fix for)
Likewise, create a new status to use for feature/design/logic defects which are currently fended off by Support for us to log to the Idea Exchange.
Have your US-based Account Managers incentivised towards customer engagement, rather than purely sales. I only hear from ours at annual renewal time. Our local reps in Australia (WMA) are great but I don't feel like I have a connection with the head office organisation other than some great Product Managers who reach out at times.
David Cornwell Pentana Solutions
You're definitely not alone with it! Some of my tickets takes ages to be resolved and sometimes it did end up actually without any solution really. With walk around it instead.. So highly recommended to post your issue here first! There's always someone over here who's got solution for nearly all of them :) Dagmara Garwell BAKKAVOR LTD
Do you have a Customer Success Manager? Ours is Jason Rupp - he's great! I usually escalate to him if I don't get a response in the needed time frame. I haven't had many issues. Suzy Park Partners Healthcare System, Inc.