Question

​@Chuck Hamm in the five years our small firm has been using smokeball I have not had issues with not making a connection with support. I also have not asked them to communicate only by email. Typically, they will ask for a phone call with me and then add in a remote login through smokeball.com/assist so that a) first line techs can resolve basic user error, attempt basic support, or gather additional data including screenshots or video for escalation; or b) sometimes advanced techs can solve the problem right then. Perhaps requesting an appointment with them for a phone call would meet them in the middle?

​@Jeff Bensch 

My availability rarely aligns with their hit and run phone call availability. I've responded via phone call to their voicemails, and found that they aren't available via phone - voicemail is generally all i get, which if that's going to be the case, why can't they just email in the first place like I'm requesting. Usually by the time i get the hit and run phone call which just goes to voicemail anyways, the support request is not fresh in my mind. Plus I have at least a couple unresolved support requests, and the hit and run voicemail messages do not state which they are calling about. Most other companies with decent customer support use an email ticketing system. All this is leading me to believe their support is under staffed, and the hit and run option is a way to reduce traffic versus resolving tickets.