Using live chat

Joe Cx

Yesterday I spoke to someone on the helpdesk at Native Instruments, via the online chat facility. Our conversation is still in the history in my browser. When I send a message on it now, to follow up from yesterday, the NI Chat Assistant doesn't come up with an automated message, and there is no reply from anyone else, either. There is no acknowledgement of my message, even. I've tried logging in and out of my account but it makes no difference. Is this normal…?

PoorFellow

https://community.native-instruments.com/discussion/31166/using-live-chat

Is this normal

Yes , alas then that is normal , N.I. appear to be deliberately trying to lock out people from being able to open more conversations on issues when having already one opened. And that does not always work in customer end of things. I will try calling for someone to assist you but I can not guarantee that I will be successful (I am not a N.I. employee)

Joe Cx

I misunderstood the nature of NI Support , I think - it is my first time here. I received an email from them a short while ago saying that a ticket had been opened for me, and I could follow the link there to continue the conversation, which I did. That seems to be the way that things are done. So far, so good.

Matt_NI

I just talked to the team about this and it seems to be a small quirk from the Zendesk interface we're using for our chat. It looks like improvements are on the way to allow users to easily restart a new conversation.

gabric

@Matt_NI , Same problem here… I don't know how to contact support after yesterday I talked with them.

mahesh

NI customer support is real ******,no number to contact if you have an emergency.