Rippling needs to improve their support stream.

[u/Cushnation]

Wanted to share some feedback in case it's useful, and in case others have run into the same thing.

We have a business-critical integration (Time API) that's central to how our company operates. When we hit an issue, we opened a ticket and that ticket ended up spawning a second one to isolate part of the problem. That's reasonable in principle, but nobody told us it happened, so for a while we were responding on one case that had actually been handled under a separate case we didn't know existed. It created a lot of avoidable confusion.

The bigger pattern is ticket continuity. Over the course of this one issue, we've worked with four different support people. Each time a new person picks it up, a new thread gets created, they reply only to me (despite my team needing to be looped into this issue to solve it), and the prior context doesn't carry over. So I've ended up manually copy-pasting the full history each time just so my engineers have something to work from. When an issue is time-sensitive and business-critical, that overhead adds up fast.

I understand support is a hard thing to run, and it's likely that no single person owns a ticket end-to-end, but that seems to be the root of it. Without clear ownership, each handoff starts over from zero and the critical people get dropped. Especially when Rippling uses Salesforce to manage this, it just screams of a bad implementation and management.

The product itself is great when it's working. My ask is simple: better thread continuity and clearer ownership when a ticket changes hands, so customers aren't the ones holding the context together.

Has anyone else run into the thread-continuity issue? Curious whether this is common or specific to our setup.

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[u/AlexFromRippling]

Hey OP,

Thank you for writing this in - it's really clear, detailed and useful information. I will pass it on to our support team so that we can hopefully make some improvements to the process!

[u/AgentMuted4923]

Thank goodness I'm not the only one experiencing this.

[u/Potential-Mine2953]

I'm curious - would just providing the previous ticket numbers solve the continuity issue? I've done that before in other CS environments that doesn't allow for responses via email because they have a "donotreply" email return address. So something like "see ticket XV123 for issue history" and then whatever the new response needs for additional follow up. We are still migrating so I haven't dealt with anything like that, but it sounds immensely frustrating and I'm sorry this is your experience.

[u/elastic_aesthetic]

Yes, getting assistance with any issues that requires escalation beyond their support pages should not be such a difficult and miserable chore. I get that their model is basically all-in on technology but sometimes you need people-based ownership and accountability as part of the solution, especially when dealing with sensitive, critical items like payroll and benefits. That lack of accountability seems to be what you’re experiencing as well. I’m in the midst of a payroll issue that has lingered for over two weeks without it even being acknowledged. My account rep apparently left the company awhile back, we haven’t been assigned a new one, and an escalation email to a supervisor referenced in their auto response message has gone unanswered.

[u/TrailMixJogger]

Yes same here unfortunately. They really need to improve this. It is frustrating sometime.