We are not able to reach Mews support 🤷‍♂️

Usually the chatbot opens a ticket and sends it to support, maybe that would help?

Well that kinda worked but it was incredibly complicated. So if you have an critical issue, the way to go is to open the chat and say that it isn’t helpful until it offers you to create a ticket and hope that someone take a look at that ticket soon? 😄🙈

Kind of, I know it sounds complicated and frustrating, however I always received help quickly this way - fingers crossed :)

@Sonja i will see. Thanks for that 😊.

Do you have an account manager? Is an account manager bound to specific plans in Mews? Do you know anything about how Premium Support works in Mews?

We had an onboarding manager during the onboarding stage who was very helpful and supportive, and during her vacation there was another onboarding manager covering up for her, now we have a customer success manager - I can’t tell much more about Premium Support, but whenever I sent an e-mail to our onboarding manager there was always an answer quite quickly.

Hello @jones.eth,

Support in Mews is handled by the Mews digital assistant who sources answers to your questions from the help articles within the help center. If you are not able to find answers with the digital assistant’s help based on your subscription you have the following options:
Premium support - you can ask the assistant to transfer to the live agent

Standard support - you can ask the assistant to create a support ticket and send it to Mews Support on your behalf.

I will reach out to you directly to share your account manager’s details, along with information about our Premium support subscription and the Emergency helpline for critical issues.

Hello @jones.eth,

I am sorry to hear about the challenges you have been facing when logging tickets. Last week, we improved the bot to address an issue that was delaying the case creation process. You should now be able to log tickets more quickly by asking the bot to open a ticket. Please ensure you still provide as much information as possible when responding to the bot’s questions so that our agents have all the necessary details to start working on your ticket immediately upon receipt.

We are also making significant progress on building a Support portal. Within the next 2-3 months, you will be able to easily log and track your tickets through this new system without having to go through the Mews digital assistant.

Thank you very much for your feedback. If there is anything else I can assist you with, please do not hesitate to reach out.

Warm regards,

Stela, VP Mews Support 

Hey @Stela.Koleva @Zdenka.W thanks for your feedback. I think we’ve stumbled accidentally into some kind of support void 😄. I’m pretty sure that gets better as soon as we have an account manager that we can reach when facing problems 👍.