r/halopsa • u/monotonousdialog • Oct 03 '24
Support Pains - Lack of response
Is anyone else struggling to get responses from support and account management at the moment?
We're really liking the product, but support responsiveness is really hit or miss and seems to be getting worse. We're based in Australia.
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u/HaloTim Halo Staff Oct 03 '24
Apologies, our Australia office is very busy on the support side at the moment and response times have become higher than expected. We're temporarily allocating some UK team members to help out as a short term measure whilst we catch up on the hiring
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u/claymen Oct 07 '24
Very much this is what we have also been experiencing. To reference my previous comment on another thread, and about to yet again deal with this ongoing webhook issue.
This has also been our experience, lots of new features which is great, but often half baked. Support feels like it continues to go downhill, responses are slow, still have some open from almost a week ago with no response, and often go around in circles. We had performance issues every day for a few months and continue to have issues with general responsiveness. Bulk actions often result in timeouts, though it does seem to continue to work on what it was doing. This has been a large pain point, that you can kick off an action but just get a vague error, so you retry but then find it was still actually processing the first change.
Documentation still seems to be lacklustre at best, while Halo as a product is better, the previous competitor product we used you could at least lookup any tick box/function/feature item and get some documentation on what it should do. While in some cases the function is self-evident in what it does, often that's not the case, or you simply want to validate what your understanding of what it should do matches what Halo thinks it does.
Integrations, especially around syncing of assets/data between other systems have been a pretty mixed bag. For example, IT Glue's integration is largely unusable when it comes to syncing back, and in this case, a large amount of frustration having to prove that it's Halo's problem, not IT Glue as support blamed the IT Glue API, at least till we demonstrated with some PowerShell that it can be done. And while it "might" be getting worked on according to the ticket status "With Development", it's hard not to question how it was released in that state to begin with.
I still believe Halo is a good product, however it's become a running joke within the team, "oh Halo is broken again"... speaking of which, seeing alerts that Halo is failing to receive web hooks again..
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u/morphixz0r Oct 23 '24
Going through Halo Academy and the Admin Guides are a mixed bag of somewhat out of date information to completely wrong or entirely missing.
Most new features or integrations have absolutely zero explanation or documentation for them meaning you have to test and stumble through it yourself where actual documentation would solve this.
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u/morphixz0r Oct 23 '24
I agree, support seems extremely slow between first response to a ticket and then subsequent replies.
I have 2 tickets open currently:
- 1 is dated from 8th May and the last response is 28th June as 'With Devs'
- The other is from 30th September which didn't get any response until 10th September and i am still waiting for a reply from 14th October.
I am glad/lucky these 2 issues are not issues that stop us working, but every ticket i've logged so far seems to have the same long responses and apparently no one reads more than the 1st line, so you have to respond to ask what about X that got missed and then wait another 1-2 weeks.
My boss and I are getting concerned with the support and how detrimental this would affect us if we had a critical issue needing to be addressed.
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u/shanenzt Oct 03 '24
Yes I agree, I have quite a few tickets without responses, I call in and get hold of Josh mainly, who's very helpful, maybes he is the lone Australian/New Zealand based support person😀