Support from AgileBits in the forums

tabletop1

I think it's presumptuous on Agilebits' part to think that a discusssion board will work for everyone. They may get all the young crowd, but older clients like myself are definitely turned off. I will not be recommending this service to my friends.

tuni12

I am too "older" and have no problem with the discussion boards. At the very most, I will never attain the rank of "techie" however I have received good advice, as well as response & guidance here within a decent time period. Just my take on it....

Stephen_C

I think you will find it difficult to match on many other support forums the level of support provided on these—at all hours of our respective days and nights, and at weekends as well as weekdays and public holidays. There are many older people using these boards—at at least this moderator is by no means a spring chicken. :) AgileBits is a relatively small company and my personal view is that it's much better that their team can work on improving 1P, as well as fielding questions here, rather than trying to man a customer support phone line.

These are my personal views. I'm not employed by AgileBits but merely a very satisfied user of 1P and these forums.

Stephen

Megan

Hi @tabletop1‌

I'm so sorry to hear that you're feeling frustrated by the access to support. I can assure you that our team is monitoring the forums 7 days a week so posting your question here is currently the quickest way to get an answer. You'll notice that we have a great community of users here - some of who have already popped in to help you out! Forums also have the benefit of being searchable, so you can enter a few key terms and find that the issue you are seeing has already been solved, without even needing to post.

Of course this type of support will not work for every issue, and we are happy to find the best way to help you through any issues you have, but for now, the forums are a great place to start the conversation.

Please do let us know if there's anything that we can help you with!

MartyS

AgileBits also welcomes email messages. Just formulate and write out your question(s) and issue(s) and drop them a line: support@agilebits.com. One of their crew will pickup your message and start a conversation with you. Often times you'll get your issues addressed in the first response, but when that doesn't happen just keep replying and someone on the team is always there to help until you're happy.

MikeT

Hi guys,

@MartyS:

Often times you'll get your issues addressed in the first response, but when that doesn't happen just keep replying and someone on the team is always there to help until you're happy.

Actually, please wait 24-48 hours first before replying again. We have a silly restriction in our email support system where if the customer writes in again without an email from us first, it'll push the email ticket back to the other end of the queue, rather than staying in the same spot.

MartyS

Actually, please wait 24-48 hours first before replying again.

I only meant that once you heard back from AgileBits to your email inquiry and you weren't fully happy to reply again to ask for clarifications—not to mail bomb them until they responded. :smiley:

reck

Huh are you really complaining due to them having a support forum? I was a long time Roboform user before moving over to 1Password and those guys have no forum at all. Let me tell you it’s made a massive difference to the way I resolve issues with the software in a positive way.

When I left Roboform I sent an email to their support and listed the reasons I was leaving for a competitor in the hopes of giving some constructive feedback. One of the things I listed was no support forum.

The developer response and participation on these forums are some of the best I’ve come across. Add in the long time knowledgeable users and you have a very valuable resource here as a customer. A lot of my issues are sorted out right here on the forums and I only have to resort to email support for very specific issues.

It’s also great as a general discussion area for the development of the product and to air your views and what you think is good or bad regarding the product and maybe have a small influence on its future direction. Having an engaging forum like this also makes you feel part of a community and a connection with the developers that you just don’t get with just an email\support ticket type thing.

I do find it a strange thing to complain against, not recommending 1Password due to what? Can’t you just ignore the forums and use email if you’re so against it?

Ben

Thanks for the feedback, @reck! :)