Bubble Support Ticket Management Getting Worse

mghatiya · 2024-09-04T17:41:40.122Z

Bubble Support Ticket Management has always been poor.

First, they had these issues:

You can’t get a ticket ID if you directly email to support ID
Creating ticket via bug-report page was very cumbersome
There was no way to track a particular ticket or to see what all are open tickets or history of your tickets etc.

Then it changed to these:

Remained as is (You can’t get a ticket ID if you directly email to support ID)
bug-report page became even messier
Remained as is (There was no way to track a particular ticket or to see what all are open tickets or history of your tickets etc.)
The acknowledgement email that you get on creating a bug won’t have the text/attachments etc that you would have given while posting the bug

Then it changed to these:

Remained as is (You can’t get a ticket ID if you directly email to support ID)
bug-report page became bit better
Remained as is (There was no way to track a particular ticket or to see what all are open tickets or history of your tickets etc.)
The acknowledgement email that you got back the text that you would have given while posting the bug. But it would only be one part of your bug filing form, and not all parts

Then it changed to these:

Remained as is (You can’t get a ticket ID if you directly email to support ID). It became WORSE. You can’t get ticket ID at all now even if you post via bug-report page!. So basically no clear way of following up or keeping track of your issues.
bug-report page became bit better
Remained as is (There was no way to track a particular ticket or to see what all are open tickets or history of your tickets etc.)
The acknowledgement email that you get on creating a bug AGAIN won’t have the text/attachments etc that you would have given while posting the bug

So basically current bug management at Bubble is the worst ever with new issues that didn’t exist a few years ago.

All this after bug management system went down a few times, and probably underwent fundamental changes too to being a different management system probably underneath etc.

I suppose Bubble would ask me to file a bug report or post an idea in ideaboard for this rant!

fede.bubble · 2024-09-04T22:23:27.334Z

Shared with the team

sem · 2024-09-05T07:14:14.108Z

@fede.bubble can you also share that as a paying customer it is annoying when:

you get tree times the same question from different support people
Because you get tree times the same question, a meaningful response will never be sooner than a day or two
even when you explained it all, and even when it is not a bug but another question they still ask you to fill in a reproduce flow
Asking the reproduce flow happens sometimes after 24 hours. So even when it is not needed one day of waiting is gone
Even with production issues Bubble can take days to respond in any meaningful way
Every message is closed with a standard corporate communication line “we appreciate your patience” even when a day before you asked if they are still on it because you have a production issue. It degrades every customer to a number.
Every support request starts with…”we’re currently experiencing a higher volume of requests …… may be delayed” for months now. Telling me this for a week I understand, for two weeks, ok but for months gets me thinking…1. Mismanagement and 2. I don’t care because it should be Bubbles problem not mine. And indeed, support takes longer and longer and the answers are getting worse and worse. Almost to a point you start to think as a customer….do they think when telling me that it can be delayed it is ok to delay?

Anyway, hope you can do something with this info. Some of the points can be solved without any cost involved.

sylvie.daisytech · 2024-09-05T10:06:14.379Z

Totally agree with everything mentioned above.
I got an experience yesterday where, in~24 hours, I had 5 answers by different persons always answering aside the question.
I got finally an answer to my question telling me : “[…] if you’re still facing issues, this may be part of the broader issue noted above, which would require a more complex solution involving changes to the server-side file manager that are not currently available due to resource constraints.”

…help yourself

boston85719 · 2024-09-05T10:08:20.381Z

@mghatiya hopefully something might happen this year

Bubble support - longer wait - large volume of requests Meta

Any update after following up with the team on this? I’m no longer able to use the Bug Report as the emails get all mixed up and I end up with no reference to what Bug report the support agent is referencing, and have to shift through dozens of emails to find past responses. [Screen Shot 2024-08-31 at 2.17.58 PM] That single thread has 48 emails and pertains to 5 or 6 different bug reports. I now have to just send an email to support with my own subject line to make sure email threads do not …

I started complaining 20 days ago. I have since stopped using the Bug report system and just email directly.

My complaints and suggestions years ago helped make some changes. Recently it seems so far it has fallen on deaf ears. Still have not heard back a confirmation on if these changes were intentional or bugs.

senecadatabase · 2024-09-05T10:57:26.032Z

It would be stupid of me to comment on the above comments because I don’t have as much experience with Bubble as a lot of the commenters have.

It does sound like there’s a problem. I’ve never submitted a support ticket though.

I would GUESS (and only a guess) that most of those who answer support tickets are interns?

Anyway, what I wanted to say is for new people like myself, I use perplexity.ai for a lot of answers. It’s my first ‘go to’ for something I’m trying to figure out.

I have asked a few questions on the forum and have gotten great help from some very experienced Bubblers.

I start the prompt in perplexity by saying: ‘I’m building an app in bubble.io…’

Sometimes I have to prompt it a few more times…but it’s a great tool.

It gives me an answer by scanning all the docs and forum posts and then gives links so I can look into the answer further.

Just a little tip for other new users.

georgecollier · 2024-09-05T11:05:21.208Z

senecadatabase:

most of those who answer support tickets are interns?

Nah, they do generally know their stuff. Of course they don’t know everything off the top of their heads - neither would anyone in the Bubble community. In terms of technical ability/product knowledge, I think Bubble’s support agents are way better than other platforms I’ve explored.

senecadatabase · 2024-09-05T11:12:06.739Z

You may be right.

I do know Bubble uses interns.

It sounds to me like maybe they’re also using AI for some of their support answers?

I know it’s much more involved, but, having 24 hour phone support is something that also helps a lot. Maybe they do on certain plans, I don’t know.

georgecollier · 2024-09-05T11:22:58.476Z

senecadatabase:

It sounds to me like maybe they’re also using AI for some of their support answers?

Yeah they do, not for product specific stuff though. Just for the padding about how grateful they are for reporting the bug

senecadatabase · 2024-09-05T11:26:00.236Z

Well, all I know from reading this thread is there’s a problem…

problems need to be solved, obviously.

I don’t know the answer to solving the problem because I don’t know the inside workings of how Bubble operates.

Hopefully, they make some changes that help.

boston85719 · 2024-09-06T12:30:15.840Z

senecadatabase:

Well, all I know from reading this thread is there’s a problem…

Yes, but the issues raised are not about the support staff, it is about the communications around bug submissions, and important details being omitted, which make it nearly impossible to keep track of bug reports we submit.

georgecollier:

Nah, they do generally know their stuff.

Bubble support staff is absolutely incredible on the whole. The majority of them know the product better than most developers do and often offer some very interesting insights into how things work or some workarounds to implement to bypass some of the known limitations. This for the most part comes from experience and a dedication to being good at their jobs, which on the whole, everybody on that team is.

They have for the most part a thankless job, and they truly are the front line of defense for Bubble in terms of new user drop-off, so the role they play is key to the success of Bubble.

I’ve been extremely impressed and grateful for the detail provided in their communications. I’ve learned a ton about how Bubble operates from them.

The only things that I believe need to be addressed, are the same that @mghatiya has raised here in this thread as well. Support staff is exceptional, the support ticket management is flawed.

senecadatabase · 2024-09-06T12:46:53.980Z

Thank you.

I deal with 2 big platforms and I have 24 hour phone support if I need it.

Not sure how Bubble handles things…but I hope they make some changes if they’re needed.

sem · 2024-09-08T20:28:40.639Z

So funny to noticed how well Microsoft is at this game. We pay only for a few accounts, much less then we pay Bubble but if we have a question, even if we have caused issues ourselves, within minutes a support person calls me back and if needed stays on the line for an hour.

davidb · 2024-09-08T21:29:57.536Z

Many concerns mentioned in this thread I’ve also experienced with Bubble support. That said, I’ll also note that my experience with Bubble’s support’s responsiveness and, especially, expertise, compares very favorably to my experience with Google’s AppSheet support, where I used to develop.

randomanon · 2024-09-10T06:57:57.239Z

Bubble has the best and most knowledgeable online support agents I’ve ever seen. The ticketing platform kind of sucks and messes up tickets and they shouldn’t automatically close tickets after 72 hours, but other than that they’re amazing.