How to get support

Good day,

I am new to Pipedrive and have tried for the past 2 days to get in contact with support or log a ticket. I sent an email to the listed support email, and then I received an auto-response that it's no longer being monitored and I am to use the live chat.

I have used the live chat and the bot keeps bringing me in circles and not addressing my question and there is no way to escalate or escape the bot's pre-built responses. Once the bot believes it has responded to the query, it closes the chat without confirmation that the issue was actually resolved.

I'm hoping someone can provide insight as to how support is provided in Pipedrive and all the support channels.


My issue currently is with emails not being synced, I cleared the previously synced messages and tried resyncing and there is nothing being synced. There is a usage limit warning in settings but I have no idea how to get this reset given the messages were deleted and I am resyncing the mailbox.



Kind regards,

Orane

Answers

  • Good day Orane

    I am a Pipedrive partner. I am very sorry to hear that your first experience is not fully positive.

    Happily email integration is generally very good in Pipedrive. I am optimistic that this might be an easy fix, and I would be happy to help. No cost, no obligation.

    If you are still needing help with this, or any other, problem, I invite you to please contact me.

    Joseph Valenti

    joe@PipedriveExperts.com

  • RH1
    RH1 Member Posts: 7
    Name Dropper Combo Breaker First Comment Photogenic

    I can't get support now either, the option disappeared.

  • Alex198
    Alex198 Member Posts: 1
    First Comment

    Hello!

    I'm experiencing the same issue. How can I reach their support? Their bot doesn't provide typical customer support.

  • Brand2
    Brand2 Member Posts: 39
    5 Likes Name Dropper First Comment First Answer

    Hate to break the news to you Alex however Pipedrive has turned off all support functions or so it seems. Support is now something you have to pay for.

  • In an earlier post, I mentioned that Support is indeed available from Pipedrive. In my experience as a Pipedrive Partner, and with decades of experience in the software industry, I can confirm that Pipedrive's support team is very good. I seldom have issues with them, or with the quality of their staff.

    If you really are having a problem reaching them, please contact me directly. I would be happy to try to find the resources you need from them.

    Joe@PipedriveExperts.com

  • Brand2
    Brand2 Member Posts: 39
    5 Likes Name Dropper First Comment First Answer

    We have to be honest and real about the reality.


    This is the automated response from support@pipedrive.com

    "Hello,


    Thank you for contacting Pipedrive Support.

     

    This channel is not currently available for contact. If you are experiencing technical issues, please reach out to us through the chat available on your Pipedrive account.


    To get technical assistance, please log in to your Pipedrive account and click the “Quick help” question mark, then “Chat with us”."


    Trying the chat just leaves you in endless cycles of chats that get you closed out.


    For me personally, I have been able to save emails of previous support members which seems to get me help however we need to be honest in that Chat support is mostly disabled unless you are on a premium package or have multiple members.



  • Graham Kennedy
    Graham Kennedy Member Posts: 3
    First Comment

    I have the same problem. The plan I've bought promises '24/7 live chat support'. Please can someone from Pipedrive explain how we can receive this. See attached.


  • Hi Graham. I happen to be a Pipedrive Partner.

    If you signed up using a link from a Pipedrive Partner, you will steered toward your Partner for support.

    If you signed up with Pipedrive directly, you should have access to their Tech Support team in the chat-area (click first on the ?-icon in the upper-right corner).

    If you are not sure "how" you registered, send an email to "support@pipedrive.com". If you get an auto-reply which names the Partner, they are expecting you to contact the Partner. If they actually-answer your question, it means that your support comes directly from Pipedrive.

    I sincerely hope that this helps!

    Joseph Valenti (joe@PipedriveExperts.com )

  • Graham Kennedy
    Graham Kennedy Member Posts: 3
    First Comment

    Joe

    Many thanks for your message. I registered directly with Pipedrive.

    When I try and access Pipedrive's Tech Support Team, I'm directed to a bot that cannot answer my question. When I message 'support@pipedrive.com', I am advised that this channel is no longer in use and that I should use the chat function - which takes me to the bot that cannot answer my questions.

    Please let me know what I should do - this is not 'reasonable technical support', provided 'as soon as reasonably possible', as specified and promised in Pipedrive's terms of service.

    Looking forward to hearing from you again shortly.

  • Brand2
    Brand2 Member Posts: 39
    5 Likes Name Dropper First Comment First Answer

    This is normal for CRMs when they get to the point of having enough members. They cut support, etc to increase the value of company. Usually happens when they prep for a sale.

    Could also be that pipedrive seems to heavily be shifting towards AI and needs to invest in that as well.

    If you keep playing with the chat youll get someone. Save that email and go from there as it opens a ticket and they have to answer.

    What do you need help with?

  • Sophie
    Sophie Pipedrive Team Posts: 133 PIPEDRIVE TEAM
    First Answer First Comment 5 Likes First Anniversary

    Hi all, I'm sorry to hear about the difficulties you have run into while trying to contact Pipedrive support. I would be happy to elaborate on this further-

    Pipedrive support has a dedicated team of human support professionals to address specific queries that require personal attention such as technical issues, security concerns, billing problems. Human assistance is still available in specific topics in which our Bot nor our Self-Service platforms are able to help and these cases are prioritized according to their nature, but we’ve also expanded our resources to offer assistance through more channels.

    The digital support bot provides tools and resources that significantly expedite issue resolution for some users by guiding them to relevant resources and solutions without the need for direct human intervention. These digital tools are particularly effective when it comes to activities such as connecting with a sales representative, checking the availability of services, and consulting on specific matters.

    If you are having a technical issue, you should look for the option for “something is not working” or “page not working” while navigating through the bot flow. You will be recommended some general technical troubleshooting steps but if these do not help you will receive a form to submit to be either connected with someone on our support team or your case will be directly reviewed by our engineers.

    It is important that you select the correct options in the bot flow that pertain to your issue/question to get you connected to the correct place!

    I hope this provides some clarity!

  • Brand2
    Brand2 Member Posts: 39
    5 Likes Name Dropper First Comment First Answer
    edited December 2023 #13

    Thanks for the help however no one wants to talk to a robot. This is something that out of touch leadership comes up with. “Faster response times” is also something no one cares about and is a management level metric that doesnt matter. See retail and the sudden shift to removing self checkouts as it is happening to devalue their brands and customer service. Pipedrive is not worth what it was now and should come at a lower price as it is self serve


    The advertised price was for human support and technically pipedrive is committing fraud. Just add human chat support for x amount of dollars per month and stop replacing human employees with a robot. No one wants to speak to a robot and who ever it is that came up with that idea is simply showing us how they think of their customer.

  • Alexander
    Alexander Member Posts: 5
    Photogenic First Comment

    Hello,

    For the past week, clicking the "Chat With Us" button in Pipedrive does nothing. I have also sent three emails to support@pipedrive.com with no response. Please advise as to how I can re-enable chat support on my Pipedrive account. I appreciate your help and look forward to hearing from you.

  • tmetz1226
    tmetz1226 Member Posts: 2
    Photogenic First Comment

    Yes to all of this! I will be canceling as I cannot get help with what should be an easy fix and my day is completely derailed. Two months ago, reaching support was easy and very helpful, now it's all a bot saying they cannot help with that. Glad I didn't invest more time in building my processes, but the time I did invest is now wasted. Very disappointing :(

  • Brand2
    Brand2 Member Posts: 39
    5 Likes Name Dropper First Comment First Answer

    The problem for me is that porting data is so hard. Takes months to get done.


    I advise all of you, if you are paying members, to figure out how to bypass the chat support flow to get to a real person. Save those email contacts from there and it helps!