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Mari Brown
Mari Brown
Explorer
August 27, 2026

What happened to the great support that used to be available?

  • August 27, 2026
  • 4 replies
  • 48 views

I used to get on the chat and get great support and technical assistance and now nobody even responds when they say I’m being connected to an agent.  I submitted a support ticket and still don’t have any response almost 24 hours later.  It’s very disappointing!!

      4 replies

      Naomi Katz
      Active Advisor I
      Naomi Katz
      Active Advisor I
      August 28, 2026

      Yeah this has been my experience too. I end up contacting support at least once per week for something whether it’s needing a form copied or a feature not performing as expected. 

      Here’s my experience recently:

      • Response time ranges between 5min and over 30min depending on the day and time.
      • Earlier in the day response times are faster. All the longest wait times I’ve experienced have been around 4 or 5pm EST.
      • The email support also fluxuates greatly. Sometimes I get really excellent support and sometimes I have to go back and forth many times before we’re on the same page.
      • Email support does typically take 24-48 hours to respond though in my experience.
      • There are also support cases where it would be a lot easier to explain the issue and demonstrate it over a video call. I have been unable to send videos due to our email security and Bonterra’s and I have only been successful 1 time in getting a support person to set up a video call with me. When we were able to do that it was extremely helpful and the issue was resolved quickly.

      Before Bonterra owned Apricot, the support was much quicker because they were a smaller company. I will say their chat bot, Bonnie, has gotten a TON better and can answer a lot of questions. Or at least weed out some assumptions so it’s easier to communicate with support.

       

      Personally, the biggest issue w/ support now is the chat doesn’t make a sound when someone responds. So now I can’t multitask while I wait for a response because I won’t notice when they reply.

      TLDR: I feel your pain.

        Hollie C.
        Active Advisor I
        Hollie C.
        Active Advisor I
        August 28, 2026

        This makes me feel so much better! I thought I was the only one dealing with this.

        The chat doesn’t make a notification sound anymore, and one of my other biggest issues with the new chat is that there are no timestamps on the messages until you receive the transcript. So when I request to talk to a person, I don’t even know how long it’s been since I made the request. Ideally, I’d be checking that window every couple of minutes since there’s no notification sound, but that’s difficult to keep up with unless I know what time I initially requested help in the first place!

        The whole thing honestly feels like such an overwhelming downgrade from the old chat and support team, other than Bonnie. I agree that Bonnie is helpful for easy, throwaway questions.

        I know Bonterra is obviously much bigger than Apricot was, but I really miss knowing the people on the support team and having some idea of what to expect based on who I get. Sometimes it feels like the support people I get now are just typing my questions into a chat with Bonnie and then passing those answers along to me as if I didn’t already do that myself, haha.

        Also, I think tickets that get moved to email after not being resolved during the initial chat automatically send an email after a couple of days that says:

        Just checking in. Do you still need assistance from our team?

        Then, when I respond to that email explaining that the ticket is still open and I’m waiting for an update, the support staff member usually seems confused about why I’m reaching out. I thought it was a little odd the first time it happened, but it’s happened several times at this point, so I’m pretty sure it must be some kind of automated message that the support staff may not even be aware of.

        It seems like there are a few disconnects in the new support process that make it much harder to know what’s happening with an issue or when I should expect a response.

        Naomi Katz
        Active Advisor I
        Naomi Katz
        Active Advisor I
        August 28, 2026

        Yeah it was really nice to know the support people. And the missing time stamps does make it really difficult to manage the chat when it takes a while. I had a chat last week that seemed like i was not getting responses until 10/15min later each time I sent a message but I wasn’t able to confirm that until I got the email receipt.

        For the email support, I have also had 1 or 2 instances where no one responded to a ticket and I got an auto-reply asking if I wanted to keep it open. I will say that hasn’t happend that often though. The “do you still need assistance” emails are definitely automated. I get them sometimes when a support perosn responds Friday after I’ve clocked out for the week and am not able to respond until Monday because of the time between their email and mine.

        It seems like with the chat, they’ve probably been asked to resolve requests within a certain amount of time and if they can’t move it to tier 2 / email support.

        To be honest I was frustrated by it at first and now I mostly see it as a natural consequence of a larger company buying out a smaller company.

        It would be really great to see the upgrades you mentioned though that we had in the old system! (Timestamps on the chat and a sound when messages are sent)

        Naomi Katz
        Active Advisor I
        Naomi Katz
        Active Advisor I
        August 28, 2026

        I put an idea in the ideas portal to start the conversation of returning these features. It would be very helpful if you’d vote for it.

        https://apricot.ideas.aha.io/ideas/APR-I-2662

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