Upcoming Changes to Podio Support

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Carolina Murillo Rodrigues

• July 12, 2019 15:40

On August 13, we will make a small change to how you and your team contact our Support team from the Podio Help Center. This change will help us deliver a better, faster support experience for our customers in the future. In the short term, this will have an impact on how you interact with Support. We’ve outlined these changes for you below.

What’s changing on August 13:

1. We will continue to offer support through help.podio.com. You will be able to contact our team through a webform, and we’ve been working to update suggested answers and articles with the goal of letting you find help faster. We will no longer offer support through the old support@podio.com email.
2. As we transition to a new unified Citrix tool to offer support, we will no longer be able to offer an online view of your ticket history as we have in the past. The new webform will send you an email notification with the ticket number of your request, and you will have the option to reply back with attachments and screenshots if you need to add more details to the case.
3. The new tool will enable us to offer an automatic ChatBot to assist you, thus reducing your wait time for an answer. We are also planning to add live support chat in the future; stay tuned.

Thank you for being a customer. We look forward to continuing to assist you from help.podio.com.

Best,

Carolina Murillo 

Podio Support Team, Manager

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  Linda Foix

  • September 12, 2019 11:50

  I love the podio product - however, the availablilty of support is concerning.    Hopefully the support chat will have a live body and you can send snap shots and get help in real time which is when we need it.

  Thanks for your consideration. 

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  Carolina Murillo Rodrigues

  • September 18, 2019 19:59

  Hi Linda, hope you are doing well!

  Thanks for sharing your feedback. I understand your concerns and we have been working on improving our availability to provide faster response.   I would like to share that since the transition to the new platform, our first response time has improved significantly, achieving over 90% of the requests replied within the first 24 hours. 

  Also, I'm happy to share that one of our future projects is to have live support via chat and this method of contact will allow the possibility of attaching snapshots, which will be very helpful!! 

  Please let me know if you have further questions or if you need assistance, we'll be glad to help!!

  Carolina

   

   

   

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