Forum Discussion
Unable to reach out to the support team
I've never used the AI chatbot. When I have an issue with the software, I submit a case here: https://access.articulate.com/support/contact
First, there's a quick automated reply, which includes a case number. In my experience, that's always been followed by an email from one of the support staff. That takes a bit more time, but they're usually quite responsive.
Thank you for your response. The ai chatbot did help me create a case but it didn't work. So I directly went to the support page and submit a case. Someone did respond, but I haven't heard from them after I replied to the first email. I just need to be patient.
Hi Lumlumlo​,
Great to see the community has been helping you!
I've located the sales support case you are referring to. I can confirm that it's being handled by our partner who supports the Shanghai region. I've connected with that team and highlighted your request. They should be following up with you shortly.
Also, you mentioned being unsuccessful when using the AI Chatbot to create a case. It looks like that process was successful at creating several additional cases. However, one of our frontline teams closed those as duplicates, so they do not interfere with your primary case, which is still open.
We can continue the conversation through that case to keep all information in one spot.
Thank you for your reply. I haven't heard from anyone after I received the first email. I would like to pay directly through your side instead of the Shanghai agent.