Serious concerns about Podio support



  • Official comment
    Sara Høeg Højlund-Rasmussen

    Hi Shaheen Michelle,

    Thank you for posting your feedback. I did see you posted a few different comments, we have an approval flow before posts go live, (to ensure we don't see spam in the Help Centre as we have seen in the past), which is why you didn't see the post immediately.

    As a part of our incident report earlier in January, we did include a apology to our customers, although I know it might not help a lot:

    We do want to apologize to our customers for the huge impact this event had for you, your team and your business. We know you depend on us for a reliable and available service at all times and it is our highest priority to live up to your expectations and improve our availability in the future. We will conduct additional in-depth analysis in the following week to ensure we learn from this event.

    In order to improve, we are evaluating our risks and policies and will implement new processes the following days and weeks that will prevent a similar incident in the future. We are still pursuing the completion of the immediate actions required to restore service fully and to complete the analysis needed to be the reliable platform you need for your team and business long-term.

    Our goal is to improve performance and reliability for you and this is the highest priority for us. Please read more here: 

    We have partners worldwide that offer support in case you are willing to pay for a personal support experience: 

    I will also ensure we follow up with your request directly.

    Thanks again for sharing.

    Sara - Podio

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  • Shaheen Michelle Samavati

    Thanks for your reply, Sara, and for sharing the Year in Review article. It's good to have an idea of the Podio roadmap and to know that your team is actively working to improve the platform.

    In terms of my concerns about customer support, could you please let us know - what is Podio's policy on ticket response times?  Perhaps when we submit a ticket we should get an auto-reply warning us that it may take 2-3 weeks for a response. You could also explain that this is how you're able to keep Podio affordable, and those who would like on-demand support should consider contacting a third-party Citrix Podio Partner.  That would at least manage our expectations and prevent people from being frustrated that they didn't receive a quick response.

    About the incident report, yes, I read that message and it was definitely better than nothing! But, it was quite impersonal. You might try showing your human side, and also take more responsibility. Something like: "It was our fault; we screwed up and we are really, truly sincerely sorry for not being prepared for this situation" along with some details not just on the steps you took - but the reasoning behind them. It would also help to focus on what developments we can look forward to in the future from Podio, rather just saying "sorry, we're fixing it, won't happen again."

    Similarly, the "This old dog has had it's day" message announcing the end of Beagle was an extremely unceremonious way to shut down a service. Users would be able to swallow these things much easier if we had more explanation on what really happened and how it ties into the strategy for Podio.


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  • Sara Høeg Højlund-Rasmussen

    We strive to be able to respond to tickets within the same day in weekdays however we currently have a bit of a backlog and are working to get back to former standards. We agree it is not acceptable to wait 2-3 weeks for an answer. I hope we can improve this experience for you again.

    Thank you for the feedback related to Beagle. 

    /Sara - Podio



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