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See when creating a support chat request, the form asks for a description of your issue. However, when the support staff starts the chat their automated greeting also asks for a description of your issue.
After several tests, I've discovered that if I respond to the automated message, the staff will not read my entry on the form, and I will literally be repeating myself. But the automated message is basically begging for a response that I'm sure gets many people.
So a knowledgeable user can:
*Skip the entry on the form (the place where they can take their time and make sure everything is clear without time pressure). I assume since it's being asked for here, that SPS Commerce wants it. If it's unnecessary, maybe remove it and get rid of the whole issue?
*Ignore the automated message and hope the support staff is reading the form entry and doesn't simply assume the user has left and disconnect the chat
*Know to copy/paste the form entry to the open chat, while hoping they don't need their clipboard for anything else while waiting for the chat to open (I try to multitask)