Lack of Support

Question

Since DocuSign isn’t supporting their users, how do they expect anyone to open a case if they’re not a paid customer, and if their Chat option isn’t working? Are we supposed to communicate by smoke signals, or telepathy?

You need to get your act together and provide real support, for users, not just government contract customers.

So, explain to me why the DocuSign Envelope ID number is no longer included at the top of each page when you sign a document, and then explain who made that hare-brained decision, and what you’re doing to fix your Chat function — which never opens a chat window.

Email is a required level of functionality for all users — paid or free. Chat doesn’t work, and since you’re claiming that you provide support, failing to actually do it means you’re a target for a class action lawsuit, which will definitely hurt your business and reputation.

Jenny.Martin · Answer

Hello ​@Mulder,Welcome to the Docusign Community!Thank you for sharing your feedback. We completely understand how frustrating this must feel, and we appreciate the chance to clarify a few things.The placement (or removal) of the Envelope ID on documents is actually controlled by a setting in the sender’s account. If you’re the recipient and notice it missing, it’s likely the sender chose to disable it. You might want to confirm this with them directly.You can try opening our chat option through this link:https://support.docusign.com/s/contactSupport?language=en_US. If the chat window still doesn’t load, please let us know.We truly value your feedback and are committed to improving both product functionality and support accessibility.Thank you for your patience.Sincerely,Jenny | Docusign Community Moderator

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