Is this forum the only way of getting support now?

Ask the Community
1

Following links to getting support seems to be a dark pattern, with all links leads to “Community”.

Allthough I like forum-interaction, I have several issues with understanding and accepting this as a “Premium” support platform:

  1. I spent 3-5 “rounds” through pages, products, googling+++ just to conclude that there’s no way of sending an email of chat message to the team anymore, like I have done in the past.

  2. “Community” does not read to me like a place to get support. It reads to me as a place for super users and nerds to gather and build the product together.

  3. How do I send a problem privately?

  4. How can I feel like an issue is being tracked and followed up?

  5. How does this all align with the promise of priority support for the Premium tier?

  6. WHY did I have to create yet another user account and not use my existing toggl login………

If the answer to the title of the post is “No, you can still get support by X, Y and Z”, then the real problem is dark patterns in toggl.com and track.toggl.com to navigate and find this.

2

Hi @jesperstarkar, as a paid user, you have access to support chat in the app. We’ve done away with the AI chatbot that could loop conversations and create a frustrating experience, and the only way to effectively serve all users is by optimizing support channels. Paid users get chat - you need to click on the “?” in the bottom-left corner and choose “chat with support,” or check out our knowledge base, or interact with us here :slight_smile:

3

Thanks, and that was what I expected. However, that option is not visible to me.

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4

Also not visible to me.

5

Hi, I’m a paid user who is able to see the “Chat with support” option, but it’s a dead link. Absolutely nothing happens when I click it. Have tried in Firefox and Chrome with same results.

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6

Yes - we’re paying a lot for Toggl, but getting no response from support and they’ve crippled the API. Please let me know if anyone has any joy getting a response from them. Right now, we’re looking for alternatives.

7

Hi - commenting to help boost. The Support button isn’t working for me either. I thought we were paying for priority support on the higher tier.

8

Thanks for letting us know you’re having trouble accessing the support chat - we absolutely want to be able to help when needed!

A couple of things to check:

1. Are you in a paid organisation when clicking on the question mark? Users can belong to multiple organisations on different pricing plans. The support chat option will only show when you’re viewing a paid organisation. You can check which organisation you’re currently in by looking at the organisation selector in the top navigation.

2. Please make sure to accept all cookies, including marketing cookies. The in-app chat requires these to function properly. You can check your cookie settings and ensure all categories are accepted.

If you’ve confirmed both of these and still can’t see or use the chat, please let us know!

9

The Chat with Support feature continues to lead nowhere. I am a paid user. I’ve accepted cookies. This has become incredibly frustrating and I’m tired of trying to find answers in the Community Forum.