MAJOR INCIDENT: Case Creation/ Ticket Submission (OUTAGE)

Hello Box Support,

After spending countless hours looking from page to page or as you call it the Contact Box Support Sections, I am nowhere close in finding a solution to request a ticket for a problem.

Prior to reaching out, it is very clear Box.com is another internet based giant, like Google, whom doesn’t really care about their clients. From what I have been reading, every other forum post is about having the option to reach a support individual for assistance.

If I may go ahead and demonstrate what most members are commenting on and being outraged. It may be beneficial for everyone. In the forum, I typed in “Box Support” in the search box and selected the title “Storage Usage or File Count In My Account Is Incorrect” posted on Feb 26, 2020 and last updated on Nov 18, 2020.

In the post, I have read:

“How can Box help?

Box Support is able to run a script for specific end-users’ accounts to fix the data inaccuracy issues around user storage size, folder size, and file counts. Please note that while the issue may be fixed, we are unable to guarantee that the account will not be affected by the issue again - particularly for users with massive amounts of content.

If you would like to have “X Files” (file count) in the Size column hidden from End Users in the Web App, please contact Box Support and they will be able to enable this setting for you.

If you have certain use cases or business processes that rely on these numbers being accurate, Box has several tools and features that may be able to better meet your needs. Please contact Box Support if you have any further questions.”

Following any of the 3 blue Box Support links, I still do not see a link or a box where I can create /submit a case.

While I took another opportunity to find a prospective solution in another area of the platform, the BoxBot chat box popped up. I would hope this could lead to speaking with a human or create a ticket for support, in the end, it resulted in BoxBot generating a funnel to get me to the correct place. Unfortunately, once again, this also resulted with no solution to create a case or submit a ticket.

Lastly, please note I also had the opportunity to review Twitter, under the account @BoxStatus and found this major incident happened on Sept, 2019. Until today, there were no repeats of this major platform issues. As far as I’m aware, this would be the second incident of this major outage. Please be advised, the above Twitter post refers to Error Submitting Support Case on the Box Community - Incident Report for Box

Thank you once again for allowing me to provide examples of this major outage and able to voice it on behalf of all the users that uses this platform.

France

2022年12月29日 16:54
編集済み

Hi Kevin,

Welcome to the Box Community!

I understand the frustration with not being able to submit a support ticket to report an issue with Box, I'm happy to help address this.

When you log in and select "Contact Support" from the top-navigation menu you will see the different options for contacting the Box Product Support team. These options will vary by customer, depending on account type, agent availability and support subscription level. Options may include submission by web form, live chat and, for Premier and Platinum Service customers, a direct phone line.

If you are a Personal Lite user, the community would be happy to help work with you and provide tips that could resolve your issue. If the issue you encounter is this related to your account storage reflecting an incorrect value, the community can assist you on this.

On the other hand, if you are interested in upgrading your account, you can see available plans and reach out to our Sales team here.

Hope this information helps! If you have other questions, please let us know and we will help you.

Regards,

-1

Kevin L

2023年01月01日 22:58

Hello France,

Thank you first off for providing with the warm welcome. On that note, I regret to inform you the information you provided is not the solution I have been looking for.

As written in my contribution, I tired to find a subject or keyword that is remotely close to my question, but sadly I wasn't able to find one. The next step I took was to try to reach out to the Box Support team, yet, since I had no clue why I was not able to find a button to chat or even create a ticket, I went back to the forums to re-visit my inquiry. When I looked up BOX SUPPPORT or anything on that pathway there are more then enough people complaining the lack of support that is provided Box.com is legitimately lacking.

Please do not take this the wrong way, but I have spent multiple times re-reading and revising my post, just to make sure I have got all my ducks in a roe and because with your response, I don't believe you have read my post fully.

Allow me to provide you with the steps that you have pointed out.

1) When you're referring to the top-navigation menu, would this be what you're referring to?

2) When I select the drop down and highlight Contact Support

3) We're back at Square one.

Maybe I'm not understanding what you're suggesting but until today, I am yet to ask my question. If you could please kindly let me know the steps.

コメント