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  • How do I escalate an issue with Zapier customer service that has not been resolved after 72-96 hours?

How can I escalate something with customer service. Usually they're very quick to respond, but this is the first time that it's been over 72 - 96 hours with no response. 

 

I submitted two tickets because I think Zapier has glitched and used all my task for the month 

 

For background, I have been using these Zaps for 3 months now, and they are not new Zaps.

 

I sent one an email on July 24th when my tasks were at 80% and shut down the high usage Zaps.

 

This was right after I upgraded our plan to 20k

 

The next day I submitted another ticket because in one day we went through 16k zaps and the next 4k. 

 

We are very small organization and only use Zapier for a small integration.

 

I don't know what to do. Several websites reported Zapier was down on the day that my task usage went haywire.

Hi there @Nonprofit IT Analyst,

Welcome to the Community! 🎉

I’m so sorry for the delayed response of our Support team. Our Support team is working diligently to respond to all inquiries as swiftly as they can, but sometimes the volume of requests can lead to delays. I appreciate your patience in this matter.

Good news, though! It appears they've managed to respond to your email today. Here's what they had to say:

Apologies for the delay in getting back to you, we've had a large influx of enquiries lately and are still catching up!
 
Zapier won't re-run tasks, but Zaps do trigger on new events and records. For example, The Zap called Remove: FPF Alumni equals false is set to trigger off records with an updated field, has there been some kind of mass update in your system? This could have also be a sync with another device or account perhaps:


The field that would have been updated is called FPF Alumni for the Remove: FPF Alumni equals false Zap. But this in turn may have triggered the other rZaps that are using Mailchimp as the Trigger, as the Zap is creating new records in Mailchimp which is the trigger event for other Zaps like General Mailing Lists - WordPress/ Gravity Forms Sign ups -FPF/APAC and Media Listserv - WordPress/ Gravity Forms Sign ups -FPF/APAC

Then, there is the Zap Created: Working Group Field is NOT NULL, which is set to trigger off all new Records in the Mailchimp Zapier Integration Object:


I'd be happy to assign some more tasks to your account, but before I do so, it would be best if we could identify the cause of all the triggers to avoid it happening again. Can you please look into what caused the Salesforce Zaps to trigger and do you think it will happen again? 

Please let me know once you've had a chance to review the above, I'd be happy to take a further look and assist in any way I can.

If you have any further questions about their suggestions, it would be great to keep the conversation going with them via email. If you're having trouble finding their response, it might be a good idea to check your spam/junk folder, or try searching your inbox for emails from zapier.com. Sometimes, emails can sneakily slip into the spam/junk folder.

 

HI @Nonprofit IT Analyst 

Zapier Customer Support expectations: https://zapier.com/l/support

 

 

How do I get a supervisor to chat with me as this needs to be escalated? 

First I do not appreciate,  the detailed responded of my case being outlined by the community for all to see. My question was “How do we escalated this?”


We have the PRO Plan, so if the target response was  8 hours,  why did it take 3  separate support tickets and over  120 hours to respond? . ( Zapier responded to only one,)

No one has answer this question, and I believe for my case, something went glitchy on Zapier end, the same day as Slack/AWS was down. 

 

Hi @Nonprofit IT Analyst,

I apologize for any inconvenience you've experienced. We aim to respond to all queries within 8 hours, but sometimes, due to a high volume of requests, there might be a slight delay. We truly appreciate your patience.

One of our Sr. Technical Support Specialists has already responded to your ticket today. I'll share their suggestions here for your convenience:

I'm really sorry to hear about the frustration this situation has caused. I understand how important it is for your workflows to run smoothly and for your support requests to be addressed promptly. While I understand that the delay in our response has been challenging, I assure you that we're committed to resolving your issue as quickly as possible. I understand you'd like to speak to a manager. At Zapier, all Support Specialists speak for the company and everyone on our team is empowered to do anything for you that a traditional manager could do.
 
We understand that there are times when users may temporarily see a spike in usage (like when Zaps trigger unexpectedly). As a one-time courtesy, I've added 15,000 additional tasks to your account until your Task Usage resets. That way, you'll be covered through the rest of this billing period. After that, you'll return to normal task limits. If you were to hit your task limit again, you'll want to upgrade to a plan that can support the number of tasks you need. You can do that any time from this page: https://zapier.com/app/settings/billing
 
I'd recommend keeping the Zaps off that triggered unexpectedly until we're able to identify the root of the unexpected triggers. It looks like a few separate issues are happening here: 
 
Mailchimp error
 
First, sometimes the Mailchimp step in your Zaps is returning the error:
 
Mailchimp ran into an error: Too Many Requests - You have exceeded the limit of 10 simultaneous connections.
 
Here's a recent example:
 
I did some digging and found this is a bug with the Mailchimp app on our platform. Specifically, we see this error if we're sending too many requests to Mailchimp at the same time. We're aware of the issue and actively working to resolve it. You've been added to our list of affected users, and we'll be sure to keep you updated via email as progress is made. Replaying any of the runs that were stopped manually should succeed. Here's a guide on how to replay Zap runs: https://zapier.com/help/manage/history/replay-failed-zap-runs#manually-replay-failed-zap-runs
 
Another user let us know there were able to resolve this by disconnecting Zapier from Mailchimp on Mailchimp's interface and reconnecting their Mailchimp app connection to Zapier. You can reconnect your Mailchimp account to Zapier here: https://zapier.com/app/connections/mailchimp

Zaps unexpectedly triggering
 
Second, Zaps are unexpectedly triggering on your account. Typically when a Zap using an Updated Record trigger runs for a large volume of records around the same, it's because a bulk update was made in the trigger app. Were you able to find if there was a bulk update made to the records in the Mailchimp Zapier Integration object of your Salesforce account? 
 
Again, I apologize for the inconvenience this has caused, and I thank you for your patience as we work to resolve your issue. 

I highly recommend continuing the conversation with our Support team.

Thank you for your patience and understanding.

It's been nearly 96

Hi @Nonprofit IT Analyst,

I apologize for any inconvenience you've experienced. We aim to respond to all queries within 8 hours, but sometimes, due to a high volume of requests, there might be a slight delay. We truly appreciate your patience.

One of our Sr. Technical Support Specialists has already responded to your ticket today. I'll share their suggestions here for your convenience:

I'm really sorry to hear about the frustration this situation has caused. I understand how important it is for your workflows to run smoothly and for your support requests to be addressed promptly. While I understand that the delay in our response has been challenging, I assure you that we're committed to resolving your issue as quickly as possible. I understand you'd like to speak to a manager. At Zapier, all Support Specialists speak for the company and everyone on our team is empowered to do anything for you that a traditional manager could do.
 
We understand that there are times when users may temporarily see a spike in usage (like when Zaps trigger unexpectedly). As a one-time courtesy, I've added 15,000 additional tasks to your account until your Task Usage resets. That way, you'll be covered through the rest of this billing period. After that, you'll return to normal task limits. If you were to hit your task limit again, you'll want to upgrade to a plan that can support the number of tasks you need. You can do that any time from this page: https://zapier.com/app/settings/billing
 
I'd recommend keeping the Zaps off that triggered unexpectedly until we're able to identify the root of the unexpected triggers. It looks like a few separate issues are happening here: 
 
Mailchimp error
 
First, sometimes the Mailchimp step in your Zaps is returning the error:
 
Mailchimp ran into an error: Too Many Requests - You have exceeded the limit of 10 simultaneous connections.
 
Here's a recent example:
 
I did some digging and found this is a bug with the Mailchimp app on our platform. Specifically, we see this error if we're sending too many requests to Mailchimp at the same time. We're aware of the issue and actively working to resolve it. You've been added to our list of affected users, and we'll be sure to keep you updated via email as progress is made. Replaying any of the runs that were stopped manually should succeed. Here's a guide on how to replay Zap runs: https://zapier.com/help/manage/history/replay-failed-zap-runs#manually-replay-failed-zap-runs
 
Another user let us know there were able to resolve this by disconnecting Zapier from Mailchimp on Mailchimp's interface and reconnecting their Mailchimp app connection to Zapier. You can reconnect your Mailchimp account to Zapier here: https://zapier.com/app/connections/mailchimp

Zaps unexpectedly triggering
 
Second, Zaps are unexpectedly triggering on your account. Typically when a Zap using an Updated Record trigger runs for a large volume of records around the same, it's because a bulk update was made in the trigger app. Were you able to find if there was a bulk update made to the records in the Mailchimp Zapier Integration object of your Salesforce account? 
 
Again, I apologize for the inconvenience this has caused, and I thank you for your patience as we work to resolve your issue. 

I highly recommend continuing the conversation with our Support team.

Thank you for your patience and understanding.

Its been 4 days and I'm also still waiting on a response from billing. Are you aware of any delays with that department?

A quick tip: If you haven’t already, search all areas of your inbox (ie promotions, spam, etc) for “@zapier.com” as sometimes Zapier emails can disappear, especially in GMail. 

Yes I have checked.. And I do have Gmail. 

All the other Zapier emails come through fine.

It would be nice if a Zapier staff can address this as I can't be the only one going through this 

Hi @blackzap,

I apologize for the inconvenience this has caused you. Our Support Team is doing their best to reply to your queries and response times may vary depending on the queue volume.

I will try to give them a nudge regarding your query.

Thank you, and I appreciate your patience and understanding.

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