If you’ve already created a support ticket and need to connect with a human support agent, here’s how the process works and what you need to do.
After submitting a ticket
When you submit a ticket, one of these responses will be sent, depending on the issue you reported:
-
An automatic reply (not AI):
- This email contains pre-written steps for known issues.
- Simply reply to this email, and your response will notify our support team. A human agent will follow up with you.
-
An AI-generated reply:
- This email provides steps and solutions tailored to your reported issue, based on similar cases.
- What happens next:
- In many cases, replying to this email will connect you to a human support agent directly.
- In some cases, you’ll receive a second automated email confirming that we are investigating your issue. Simply reply to this second email, and you’ll be put in touch with a human support agent.
The key to reaching a human: replying
No matter which email you receive, the way to get in touch with a human agent is always by replying. Whether it’s the first or second automated email, replying will ensure your request reaches a human who will assist you further.
Important: before assuming you didn't receive a response, please check the inbox of the email address you originally used to create the ticket. Even if you reply from a different email address, our responses will always be sent to the email address associated with the ticket.
Do you always need to speak with a human?
Not necessarily! Here’s why:
- All tickets are reviewed: even if you only receive automated replies, your report is reviewed by our team to identify, prioritize, and resolve issues.
- Your feedback helps us improve Evernote. If an issue can’t be fixed immediately, it may be addressed in future app updates.
Why automated replies?
Automated responses are designed to provide quick solutions that have resolved the vast majority of similar cases. However, we understand that there may be exceptions. If the provided steps don’t resolve your issue, simply reply, and a support agent will assist you further.
Tips for a better support experience
- Carefully read the emails.
Automated replies often contain solutions that resolve your issue right away. - Reply to the email to get in touch with a human.
If the automated responses don’t resolve your issue, replying will ensure your request reaches a support agent. - Trust the process.
Even if you don’t interact directly with a human, your report is reviewed, and your feedback helps us improve Evernote.
Updated