What is going on with support today (and is anyone else having a mass email send problem)?

Tiffany Mathisen

What is going on with support today? I am currently experiencing a problem that's stopping work (we are unable to send mass emails - getting a system error message stating “An exception Error has occurred for the process you are running”). I have tried to chat with support and been hung up on twice by the chatbot after 20 minute wait times, stating no agents are available and someone will email back in a day. Because we can't move forward until this is solved, I also tried the phone number and same story - waited on hold for 25 minutes - no answer. I have been a big fan of Blackbaud's customer support in the past - it has been one of the better things about using eTapestry, but since the switchover to the chatbot model things have been very hit or miss. Is anyone having similar problems getting through? The 20 minute plus wait time only to be hung up on is really a poor experience. @Crystal Bruce, any intel? Is there a staff retreat for the support dept. today? ; ) – editing to add that I have been contacted by support at this time

Crystal Bruce

@Tiffany Mathisen Hi! I don't have any insight, but I can raise this concern up with my team!

Crystal Bruce

@Tiffany Mathisen My team checked, there didn't appear to be an issue, but they are reviewing to see what may have happened in your specific case. They mentioned you have a support case going. Great! We will look into this on our end.

Tiffany Mathisen

@Crystal Bruce thanks so much, appreciate it!