Fri, Mar 6, 2015 at 8:44 AM
Hi Trello People,
I think our organization has Trello Gold, but I cannot access features I think I should be able to access. I cannot change backgrounds, I cannot attach emails to cards.
Help,
Andy
Fri, Mar 6, 2015 at 11:26 AM
Hi Andy,
Thanks for writing to us!
Is [my work email address] the email address associated with your account? If so, you’re correct- as part of Trello Business Class, your account should have Trello Gold.
Could you create specific steps to help us reproduce this bug? Please see http://help.trello.com/customer/portal/articles/990621-reporting-trello-bugs. There’s a detailed example in the "Submitting a bug report" section. Screenshots and detailed, specific steps are a huge help when we’re trying to reproduce a bug on our end.
Once we have those, we’d be happy to take a look.
All the best,
Michelle
The Trello Team
Fri, Mar 6, 2015 at 11:56 AM
Hi Michelle,
I cannot reproduce the error I experienced because settings have changed to allow me access to Gold features.
I appreciate your help. I’m not sure what change was made or where, but I did not have access to Gold features earlier and now I do.
I promise I’m not trying to be difficult, but I request more information. We are evaluating Trello for enterprise usage at Linchpin People. Can you tell me what change was made? I ask only because if it was something I did (or should have done), I want to make sure we document the necessary steps for others in our enterprise to access Gold features.
If something needed to be changed by Trello Support, I would like to know so we can make that request for other users if they experience similar symptoms.
I am extremely impressed with Trello! I’ve been looking for a tool like this for a long time. Although we’re currently in "trial mode," I want to make sure we’re evaluating it effectively. Your feedback is greatly appreciated.
Thank you,
Andy
Fri, Mar 06, 2015 at 4:05 PM
Hi Andy,
I’m glad to hear that the issue has been resolved!
I’m not sure why that issue occurred, but I suspect that it was a problem on our end- our engineers were testing something with Gold activation yesterday and it may have led to an error with your account accessing Gold features. I don’t anticipate that the issue should arise again, but we’ll document this instance in case other users run into the same problem.
We’re happy to know you enjoy using Trello so far. If this raises any additional concerns, or you have other questions, please let us know, and we’d be happy to help.
All the best,
Michelle
The Trello Team
Fri, Mar 06, 2015 at 4:35 PM
Hi Michelle,
You just passed my transparent customer service support tests – both of them. You said:
1. “I don’t know.”
2. “We were working on stuff that may have impacted your experience.”
…
Excellent customer service shouldn’t be so rare that I was inspired to blog about it. But, sadly, it is.
Kudos to Trello for making a cool Kanban / Scrum interface and for attracting awesome support people.
:{>
Learn more:
Comments