Hello,
Would anyone know the escalation structure for Support cases unattended to? I’ve logged an issue that the support team has neither acknowledged nor responded to in about 1 week. It seems impossible to get their attention.
Hi
I'm sorry you're experiencing issues with Docusign support. Let me try to help you with that!
First point, if your case still has the "open" status and you are an account administrator, you will have the option to request a callback directly through the Case Management page. Another option is to contact support via our phones.
To do this, please access this article below and click on the last two questions: Open a case in the Docusign Support Center
However, if your case has already been closed, my suggestion is to open a new case mentioning the previous ticket number, so the support team can continue.
Another option, if you purchased through our sales representatives, is to contact your account team and ask them to escalate the open case.
Please, let me know if you need any extra assistance!
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