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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.
Solved
Escalation on Poor Response
+1- Newcomer
Best answer by Vinicius.Rodrigues
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!
+14- Docusign Employee
- 398 replies
- Answer
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!
+14- Community Moderator
- 2763 replies
Hi
I hope you are doing well.
I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was provided was useful.
If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.
Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.
Best regards,
Christopher | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
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