Support Chatbot should allow case submissions after business hours (edited)
I encountered a weird issue a couple of months ago. Spent some time fixing it with a chat agent and it was determined to be a fluke. Agent said to be in touch if it happens again.
Well, it happened again. I opened the chat and was told the following:
Since your issue isn't covered in the Community forum, I'm happy to help you submit the logs and details so our team can investigate.Please be aware that our office hours for opening a case with a representative are from 5 A.M. to 5 P.M. Pacific Time.Could you kindly describe the issue you are encountering?
Then once I wrote up a partial summary and pressed enter, thinking I could then follow up with screenshots, I was told:
Our additional agent support is currently unavailable.Our team is available during business hours, 5 A.M. – 5 P.M. Pacific Time.Please contact us again during those hours, and a representative will be happy to assist you. We apologize for the inconvenience.
Why can't I submit a case now, for an agent to get back to me when they are available? I searched my email for the old ticket number but the email I had about it said not to reply since that address is unmonitored.
I'm available now, ready to write up the issue and send in screenshots. I wish it would let me do so either via chat or email.
Why'd the agent first tell me that I can submit logs and details now, and then tell me that it can't? It's a confusing and frustrating experience. I know it's AI but before there was an AI agent, I was able to start a chat with all the relevant info, and then during business hours an agent would get back to me in the chat or via email. That was a much better experience.
[edited to correct formatting]