How to get support to escalate?

General Discussion
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I opened a ticket for a problem that the kind experts on here couldn’t address.

Support sends one email every day or two asking for yet another screenshot or some such to confirm things I told them in the initial request.

Is there any way to get them to escalate to someone who can address the problem?

Thanks!

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First - all of your reply emails on this should include the following:

“This has not solved my issue, please escalate this to your technical lead and team manager for further assistance.”

Then @Brad_ST will probably reach out to you for your ticket ID.

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Yeah, support is worthless. I’ve been round and round with them so many times I know what they’ll ask, so I include those answer in the initial request, BUT they still ask anyway. I’m convinced they never read the ticket to begin with.

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Thanks for the incantation! Much appreciated.

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Have they already told you to reset your Hub? - Wait for it…

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1st level support is completely useless. They have no concept of how ST works and probably just read off crib sheets. I’ve given up dealing with them.

As an example, I fixed a problem they were working on myself by saying that I transferred my lighting automation which wasn’t working, to the Smart Lighting SmartApp. The support person said he was disappointed that I had moved to another platform …

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LOL!

Sadly, they haven’t gotten that far yet. In fact, since I started asking them to escalate, they have stopped responding altogether.

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