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.