Hi @Torrsy
I am sorry to hear that you don’t feel that Adalo support is able to provide the information that you need. We absolutely don’t want anyone to feel this is the case due to unanswered questions to our team, or tickets not being given the time they need.
To provide some context around the ticket form and support@ emails. The support@ email does not receive the same level of response times that the ticket form does. We outlined in our Statement of Support that questions and inquiries about your app need to come through our support ticket form. This is due a multitude of reasons, but the main one being information. We need a certain amount of info from you to be able to provide the best and quickest support in return. We ask that you complete 7 fields in the form. The first is your email associated with your Adalo account(only needs to be filled out once, then it is remembered for subsequent submissions), two are dropdown selections, one is a copied and pasted link to your app, and the last 3 are about the issue you are facing.
Adalo is an extremely useful and powerful platform that gives you as a Maker a massive amount of control over the App you are building. This is an incredible tool to have access to for $50/mo.(!!! You can build full on Native apps for $50/mo!! Think about that deeply for a moment and think back 5 years, and what it would take to achieve the same results) But that also means the way you use it is different than the way the next person uses it, and the next, and the next, and so on. This then requires that our CX team members need to understand who they are working with(email field), what the issues are related to(dropdown selections), which app you are referring to(app link, you can have multiple apps in your team), and then some basic info about your problem that you are facing(final 3 fields, title, description, and screenshots of recordings of the problem. @kmm
There are many things we can answer without having to even open an app. We have been building with Adalo for collectively longer than Adalo has existed , and have seen hundreds of ways of achieving the same thing. But is many instances, we are going to end up digging into your app at least to some extent, to be sure we are providing accurate info. It’s impossible for us to understand your unique app, built in the unique way you built it, in less than 5 mins. This is why we ask for you to describe the issue, and provide visual guidance when possible, because that reduces the time it takes for use to get you an answer to your question, and makes it more likely we get it right the first time.
When you write in a ticket, you know exactly how your app is built, exactly why you built it that way, have a mental image of the database structure, can zoom to the desired screen in 2 seconds cause you know where you put it in the editor when you made the screen. You also know exactly what fields a user needs to have set to get to where you are having a problem, and the exact route a user takes to navigate to that screen or component or action. Do you see where I am going with this?
For all of the same reasons Adalo is such a great and powerful tool, those exact same reasons make it more difficult to provide support to makers across all channels, without the info we ask for in the ticket form. We don’t plan to make Adalo less powerful, in fact the opposite is true. So that means we need to make sure we can get the info needed from each of our support requests so we are able to effectively provide the support you are requesting! We love feedback! If you believe there are better ways to capture this info when you reach out to us, we would love to hear it. We may have missed something totally obvious, and could use your help to make it clear.
At the end of the day though, our support channels are not designed for providing you with an exact solution to a question you have about how to build something in Adalo. Adalo is a self serve platform designed for you to learn and grow as a maker, and empower you to build incredible things with us. but with the number or people building and the nearly infinite ways of achieving a result, and we have a finite amount of time, we can’t give you those exact solutions, or it would mean that we are not giving other makers the responses that they also deserve.
The ticketing system we use should provide a back and forth conversation al experience where you can reply in the same thread to us, in the exact same way you do with an email. After you submit a ticket form, you can reply to the “ticket received!” message and it will stay in that same thread for us!
Please let me know if you have any additional questions. I’d also be happy to personally look into any tickets that you have submitted, and work to provide you with the information you need to move forward and get over any hurdles you are facing. I will just need the email you sent these in with. Feel free to DM me @Torrsy and @kmm with these.
Again, I apologize that we have not met this expectations, and I hope that we can take your feedback and apply it to provide a better experience in the future.
When I had problems, I posted support tickets, someone was kind enough to answer them (In most cases), and in a large number of cases, I still had problems, and the ticket went unanswered beyond that point.
