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Edie Mew
Edie Mew Member Posts: 170
First Anniversary 5 Up Votes 5 Likes First Answer
edited January 5 in Sales CRM #1

For some time now the way you open a new support chat has been tricky...most of the time I press the button to pull up the side panel, I then click chat to support and no pop up box opens. I have told support about this before, they did tests etc but its not been fixed

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  • Sophie
    Sophie Pipedrive Team Posts: 158 PIPEDRIVE TEAM
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    Hi @Edie Mew,

    I'm sorry to hear about your issues with opening a new support chat, sometimes this issue can be caused by browser extensions or computer settings.

    We first recommend general troubleshooting steps to see if that corrects the issue-

    • Clear your cache- How do I clear my browser's cache and cookies?
    • Check that your browser is up to date with the latest version
    • Try this in a completely different browser to see if you still experience the same thing
    • Try this in an incognito browser
    • Remove any new browser extensions to see if that corrects the issue

    We also recommend trying to get a screen recording of this behavior so we can see the exact steps that are being taken on your side.

    Once you have this screen recording and have tried the troubleshooting steps, kindly reach out to support with this information so we can continue to investigate the issue further with our engineers!

    I hope this helps for the moment!

  • Indesmatech
    Indesmatech Member Posts: 1
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    I experience a similar problem. Chat only works if I clear cache and cookies, but so damn annoying I have to do it every time I need to contact support. I have some extension on Chrome, but I have had them for many years and never experienced problems like this. I have been using Pipedrive for some months now, yet this problem only just occurred after new years. Have you made any updates or changes to the software?

  • BonnieGK
    BonnieGK Member Posts: 3
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    I cannot find the ability to get live support either by a chat box or direct contact with PipeDrive. I am having critical issues and need support NOW! If PipeDrive cannot provide support, I will look for a different CRM.

  • prabbitts
    prabbitts Member Posts: 1
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    I have been evaluating your service since yesterday. You have little support and when asked to schedule a meeting for onboarding, it would not give me the option to complete the schedule process.

    Then, I tried finding out how to chat or call support. It took me 1.5 hours to figure out how to get here to the support chat because the app is so hyper reactive. I own a telephony company and am very comfortable with new technologies but your site was so frustrating. I just don’t have time to throw away so I found another option with another CRM and it took me a few minutes to get up and running. Please cancel my trial. What a waste of valuable time. Thank you!

  • Andreia Costa
    Andreia Costa Pipedrive Team Posts: 156 PIPEDRIVE TEAM
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    Hello @prabbitts 👋

    thank you for the general feedback shared and I'm sorry to hear that you've found it complicated to contact support. I'll leave here the "contact us" page that can hopefully help anyone who comes across this: https://support.pipedrive.com/en/contact-us If your account is under a trial period and no billing details were added, then no action is needed from your side - more information here.

    I hope that maybe in the future you can try again and thank you once again for sharing your experience with us.