Has anyone else had issues with support tickets never getting a response? We’ve had critical errors in our NinjaRMM integration for months and every time i’ve contacted support (for other issues in the past as well as this), getting a response from ImmyBot has been like pulling teeth.
I get the auto reply email saying it will be looked at in 24-48 hours but it’s always radio silence afterwards.
Hey @dfoster, Ninja has been a constant work in progress and is considered a high priority. For now, the remaining bug, “Installer not found”, has a workaround which is just to re-run the task until it works.
I don’t have an ETA on the fix, but it is being worked on daily. Regarding Ninja tickets specifically, feel free to DM me in discord or email me directly at [email protected] with your ticket number for a quicker response.
I have never had a response from support, submitting from within the platform itself. Being in Australia the date/timezone/format problem is critical to us and paying $600 AU a month with no resolution of what should be straightforward is a worry for us to carry on with the product. In a normal OOBE experience when we choose “australia” at that point the date/time/region settings are perfect for every account subsequently created on that computer but somehow immybot cant do this.
I’m experiencing similar frustrations. Having issues with a key function of this product. The support is inconsistent I may get a response initially but that is rare and when I do and they may not respond for another 24 hours. It seems there is no difference between general support inquiries and moderate to critical issues. There is no SLA for when they will respond. Even in a time zone relatively close to their hours of operations their support is generally unresponsive.
An update form my earlier reply - we had immybot staff actually reach out to us after prompting from a pax8 rep at a conference. I gave them detailed info on two issues we were having, 6 weeks ago (incluidng the one mentioned above), to the two actual immybot employee emails they provided. Crickets. Not even an acknowledgement. Followed it up maybe 10 days ago, have still heard absolutely nothing. Not even a sorry we’re really busy. The basic immybot deployment only product in Australia costs $600 a month+. We expect better. We’re actively looking for alternatives as the support is just not there.
We just signed up a couple months ago and have started using ImmyBot for a couple deployments. One thing that makes me very nervous investing more time into the platform is the lack of support documentation and reading threads like this that clients aren’t getting quick replies.
My team is telling me that the support site is very limited and most of the knowledge they have gained has been from Discord. I just feel like this is backwards.
How many people work at ImmyBot? Is it just one person?
Seems like there’s a lot of clients so surely they could hire someone to handle support better.
All,
I wanted to follow up here, we are aware of issues surrounding support and have been actively working to get that remediated. The team has made great progress towards the goals that have been set. We are in the process of revamping the documents website and adding new documentation on questions we get often.
If you do have any support requests, please email [email protected].
-Mark Gomez