@jocelynfleur Thank you for sharing your concerns about Support response times. It is never our intention to cause you frustration with regards to your interaction with Concur Support and we are working diligently to improve our response times without sacrificing quality. A few of the projects underway are around improving tools we use, to more quickly identify and assign out cases and ongoing analyst training to facilitate more expedited resolution times. While these changes do not happen overnight, we believe you will begin to see improvement in the upcoming weeks and months. Thank you again for taking the time to provide your feedback.
Director, Global Product Support Programs
This is a struggle for me too. You may want to check the priority you assigned to the case and check the box for the administrator,
When I reach out to my account representative and the service coordinator it usually does the trick.
My suggestion is to arrange a call with your account rep and request to know who is your service support coordinator that you can email or call regarding any delays in response. Your account rep is there to help you not only to sell you stuff.
Todate we have had a fairly good response from support. We do pay for service admin and always select the checkbox so they receive a copy of the ticket as well as include their email address on the email spot on the ticket.
I am wondering if you have reached out to your account manager regarding this
Hope this helps