Hi,
I've been trying to fix what should be an ultra-simple Zap for over a month now: create a OneDrive folder every time an item is created in Monday.com.
That's it. Nothing complex, no custom fields, no conditional logic—just a basic two-step automation.
The support experience has been frustrating to say the least. I'm used to a much higher level of service and less friction from my other SaaS platforms, including Monday.com itself and even small 50-person app developers inside the Monday.com ecosystem.
What's confusing to me: Zapier is a top-tier player in the automation space. So why is there such a big gap between your customer support experience and other platforms—both the big names like Monday.com and the smaller vendors?
Here's what I've experienced:
Email-only support on Basic plan – This creates massive friction. The back-and-forth takes days to make any progress. When troubleshooting technical issues, this delay makes the process exponentially slower. A simple issue that could be resolved in a 10-minute call stretches into weeks of correspondence.
Restrictive video requirements – You allow very short videos (max 2 minutes) but don't provide a built-in recording tool. I have to find my own screen recording software, record within your time limit, upload it somewhere, and share a link. I recorded a 3-minute video explaining my issue and was told support couldn't review it because it exceeded the limit. Compare this to Monday.com's Birdie tool—they give you a link, you record directly, it's automatically saved and shared. That's how it should work.
Can't share media in live chat – Even after upgrading to get chat support, I can't paste screenshots or videos directly in the conversation. More friction, more delays, more tools I need to use outside your platform.
No live sessions at $100/month – I upgraded specifically to get better support, and I'm paying $100/month for a single-user subscription. At that price point, I expect to have access to live troubleshooting sessions. I pay $25/month for an e-signature app (50-person company) and they offer live sessions. How is it that Zapier, a major player with significantly more resources, can't provide this at 4x the price?
Bottom line: The value for money on customer support is not in line with market standards. I've had to upgrade my subscription just to receive better support, and even then, the experience still doesn't match what I get from smaller, less expensive platforms.
I'm posting this because I genuinely want to understand: Is this the expected support experience at Zapier? Are there options I'm missing to get technical issues resolved more efficiently? Or is this just how it works here? I was sol on their simplicity attending the Ai webinars all that marketing content… the very basics are not there…. Copilot can´t fix this basic stuff…customer support is just very bad I´m sorry.
For context, I'm not asking for hand-holding on complex integrations—I just need help with a basic two-step Zap that should work out of the box.
Let me know if this resonates with anyone.
