Is there a phone number for support?

[redlabmedia]

We've had a support ticket open for weeks with what we think is a bug and BC support keeps saying they have escalated it and never get back to us. Is there a phone number to call? We're BC partners.

[Liam Dilley]

Sorry to hear that is weeks open if that is the case.

There is no phone support number you can call. Just the live chat you can choose via the support link in the admin if you are a partner account.

Can you describe your issue here, I or others may be able to help you.

[Dave Merchant]

Users are not permitted to publish chat logs on the Community as it exposes personal information. Your reply has been removed.

[redlabmedia]

Apparently, I cannot post the thread from the support tickets as my reply was deleted. I'm not sure how to communicate all the back and forth my developer had with BC support to bring you up to speed with everything.

Here's the original ticket, which was opened on 6/26. My developer Russ had been back and forth with them doing tests and checking logs until 7/13, when Alexandru said he was escalating it.

Russ Schneider

Jun 26, 17:47

I have a web app: UPS Approval / Denial or Freight Only Account

Submissions are supposed to generate an email using a jquery function (see attached screenshot). They do, but not always. Many emails are not being received. I assume the code is working, as it's sending the data, not generating any errors, and most of the time, the emails come through.

As an example, the other screenshot I attached shows 7 web app submissions, but only three emails were sent (those checked).

Can you tell me why some emails are being dropped/not sent?

Today, Russ followed up again after not hearing for a week or two and this was Alexandru's reply:

I'm terribly sorry to still be coming back to you without any relevant news, the escalation is still in the queue due to the high volume of requests engineering is currently facing.

I've maxed the severity of the issue and am now taking further action to have this expedited. I am sincerely sorry for the discomfort you are experiencing due to the duration of this ticket.

[Liam Dilley · Accepted solution]

If you use mailto web form you have to ensure the email your sending to is either in the admin or in the CRM.

In these cases is that the case?

If not then the this feature will not work, it is in the documentation about that.

Let me know, if that is not the case then will look further... Based on what your doing it is custom code and I have similar variations for a number of sites all working fine. BC is likely not at fault and BC support letting you know that its custom code is indeed above their support so any help you get there is them being nice but it does mean it is not a priority support case.

There may be issues with email suppression case but before your post was moderated support checks did not find that in the system.

[redlabmedia]

"If you use mailto web form you have to ensure the email your sending to is either in the admin or in the CRM.

In these cases is that the case?"

Yes.

In fact, the same email generated from the same sender to the same recipient, sent 5 times will yield a random number of emails actually sent and received.    I.e. if I send the same email 5 times, 2 might send one day. The next day I may try again and 3 may send.  The next only 1.  Same email. Same sender (in the CRM) and same recipient.