How do I contact GoTo Connect Support?

[mkeaton]

Why doesn't GoTo support use its own phone system features? Would save us, the customer,  lots of sitting on hold time.

Also turn down  the hold music.

[GlennD · Accepted solution]

Hi @mkeaton,

When you go through the Contact Support flow on our support site Call Me (our call back feature) is an option. I'll pass along the request for the hold music to be lowered. 

[mkeaton]

This isn't the same thing  I was referencing. To clarify,  I'm specifically saying if  we CALL IN  we just sit on hold, there is no prompt to be called back. Its interesting to me that this specific feature isn't turned on and being utilized.

I have never gone to the support site to initiate a call like you were showing. This is great! Just not what I was talking about in this request. Thank you Glenn! I will def try and remember this route to contact support.

[GlennD]

Yeah, if you are direct dialing a support number that you saved, you are bypassing the desired call flow and missing out on some of the benefits it provides, like Call Me. There is a Contact Support link on every support article, displayed on the right side for desktops but on mobile it may be at the bottom.

[GlennD]

Tweaked the topic title to help Googlers find the answer.

[mkeaton]

@GlennD 

Tried to use your suggestions today and got this error:

Wont let me remove the attachment so I do need to start over, but thought you should know its being weird.

[KateG]

Thanks @mkeaton I will pass this on to the team. 

[mkeaton]

@KateG  The attachment issue still persists. Unable to attach any documents on that page for support and it doesn't let me remove the attachment I have to refresh the page and start all over again.

[KateG]

@mkeaton good to see you! 

Sorry for the delay here, to make sure I got this right,  when you refresh the page the attachment goes away, but every time you pull up the support page the old attachment is there? 

[mkeaton]

@KateG  Cant attach any document, wont accept any document type.  So lets say I wanted support to call me back  so I go here https://support.goto.com/connect/contact?articleTitle=How%20do%20I%20contact%20customer%20support%3F... as instructed, i fill everything out, at the end I attach a screenshot of the issue.. well it gives me an error that its not the right document type (its JPEG). It wont let me simply remove the attachment and continue on, I have to refresh to start over so it will then drop the bad attachment.

This is reproducible on my end so might just go through the steps and see if it also gives you the error. And then if its just me on the little island of failure and I can just let it be lol. 😃

Thank you Kate!!