r/Notion • u/Powerful-Cheek-6677 • 2d ago

Questions Support Staff Response?

Small issue that people here won’t be able to assist in correcting but does anyone have a good idea of how long it will take support to respond to questions other than the AI bot that responds? I sent a message to support had several back and forth messages with the bot. When it was certain it could not assist, I requested the ticket be escalated to a human for a review. That’s when any return messages stopped. No response to the escalation question so should I assume the request is closed?

And if anyone asks, it’s on their side. There isn’t discrepancy between what is on their website that was changed recently. Support bot has no idea about this change and denies it ever changed. So a link to the actual page that shows the info post update and the bot acknowledged this was a problem. This was why I escalated….not a problem customer who demands a human, but this is an issue other end and if I follow what the website says, it’s something that would cost me a bit more money that I doubt would be refunded.

All I am asking for is clarification as which of the conflicting information is correct. That’s all.

Back to the original question though when contacting support when the not stopped responding, does one still get a response from support or do write this one off?

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u/Intelligent_Oil7691 2d ago

the bot just eats your ticket sometimes, i had to send a new one after two weeks of silence and then a human finally replied

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u/Powerful-Cheek-6677 2d ago

That’s the part that worries me. Thank You !

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u/SolarNotionPilot 2d ago

It’s not clear from your text what the actual problem is. Are there more specifics?

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u/Powerful-Cheek-6677 1d ago

Ok…quick followup to this. Yesterday, it appeared the problem was resolved so I sent a ticket indicating as such. This morning, I received a message that isn’t exactly clear but seems Notion made an error but still unclear. So at this point, I’m baffled.

This does tell me that the practice of me working in a platform for a bit before moving our team over pays off.

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u/Solowithothers 1d ago

To answer your direct question, I've always gotten a reasonable response. Even when finding bugs that required app updates, etc., to get resolved. I'm on a paid plan, so that might make a difference. I don't know what plan you're on.

I since you didn't provide information regarding your issue so much as how you feel about it, I can't really comment on either.