Recently I’ve had to live chat with Asana support multiple times. Each time, I’ve had problems with figuring out the right answers to the initial questions that are asked in order to actually talk to someone.
From the first message, I responded that I would like to chat with someone. They then ask for context to my issue, to which I said I have an existing customer support issue. The chat then tells me to email customer support and then stops the chat. I cannot reply to the chat any more, even if I refresh or go back into it from a new window. It has locked me out.
However, I already have a ticket in with customer support. I’ve been told that they’re experiencing high levels of volume coming in to them right now and wait times are long (my last email to them took them over a week to respond to). And I know that if I reply to my last email or send them an additional email, I’ll be waiting even longer as my ticket gets sent back down to the bottom of the line again (which seems like a dumb system anyway… if you’ve been seen by the doctor already you don’t get sent back to the waiting room for asking an additional question). So the idea of asking support my question while I wait for a response to my last email is absurd.
I wanted to chat with someone. I literally picked the option to chat with someone. What do I need to do to have a live chat so that I can ask my question and get clarification on some things to help better inform my ongoing conversation with customer support via email?