Only receiving partial chat messages - help!

[KhianaKlatt]

Since November 2022, I have had support cases open as I have been having trouble with our ST chat where I only receive partial messages on my work Macbook. They still have not found a permanent solution for this problem and it impacts my workflow daily. I am reaching out to see if other users are experiencing this as well? Please let me know if you or someone within your company are experiencing this. I would be super grateful! I would love to know how widespread of an issue this is.

Thanks in advance for any help you can offer! 🙏 🙏 

[KhianaKlatt]

Just checking in with other users - has anyone else received a solution to this problem yet? I just received the following email:

"Thank you very much for your patience!

I have just received an update from the Team.

Our developers and the Product Team have rolled out multiple fixes over the last few months that should have reduced the overall occurrence of the issue. They are continuing to make changes as new examples/scenarios arise, which is why you on occasion still have this happen since they are still working to capture all scenarios and account for them.

We genuinely appreciate your patience!"

However, this is still a daily problem here and I have not seen any improvements or a decrease in the occurrences. Each time we have been told a fix has been rolled out, it has not fixed it for us. Has anyone else had a permanent solution or are you still experiencing this problem? Please help! 🙏 

[Candersen]

Hello Khiana,

I sincerely apologize for the inconvenience this causes you and your business. I see on the original case with your company that Arman, one of our representatives, emailed you yesterday the following;

"Our developers are totally aware of the inconvenience the issue is causing to your regular business.
There are many different carriers and providers, and that leads to unaccounted-for scenarios when we receive various texts from downstream. Our teams have made multiple rounds of changes, and continue to monitor. Overall, the data shows the changes are improving the issue while they continue to track down other use cases to solve. We continue to do our best to get this fixed as soon as possible."

I wanted to touch on that particular email as a focal point of the issue. Because ultimately this stems from an issue with particular networks and carriers, the case requires more of a reactive approach. When we get more examples it allows us to narrow down what particular carriers we are having an issue with in what particular circumstances. I know it is tedious but we do appreciate your continued involvement in providing us with more examples as this will continue to help us work with the networks outside of ServiceTitan to ensure a fix. I am monitoring your case as well as two others on this thread as well and submitting examples as I receive them. 

Thank you,

Cameron

[KhianaKlatt]

Hello Cameron,

Thank you kindly for your fast response Cameron. Moving forward, should I be emailing Arman screenshots of every example I run into to help build the case and narrow down what particular carriers are having the trouble? Would this help speed up the process of finding a proper solution? Is there anything else we should be doing in the meantime to help speed this case up?

Thank you for your view and insight on the case.

[tsmolak]

Hello Khiana!

I hope you are doing well! I am following up for Cameron on this case while he is out of the office. Our developers have released a fix for the issue with the chats cutting off. Please be sure to update your Chrome and clear your cache and cookies for all time. Then if the issue persists after these steps, please provide those new examples so we may look into it further.

Thank you for your patience and reporting this issue. Have a wonderful day!

- Tiera S.

[KhianaKlatt]

Hi there, I had completed these steps and am still having the same persistent issues but Cameron assured me another fix is being released shortly. Thank you for your response while he was away!

[Candersen]

Good Afternoon, @KhianaKlatt @Miranda @sreid_ce. My name is Cameron, an Associate Specialist at ServiceTitan. I apologize for this ongoing issue you all have been experiencing. I have checked with the developers and they are currently working on a fix for this issue. I can see they are actively engaged in it as others besides yourselves have also reported on this occurring in their ServiceTitan accounts. Khiana, I see that your ServiceTitan account is on the developer's case details already as one of the impacted accounts. Sarah and Miranda, I have just added your accounts to the list of impacted accounts as well. I will keep you all updated personally. Thank you so much for your patience. 

-Cameron

[KhianaKlatt]

Hi Cameron! I am still experiencing this issue daily - do we have an update of when a permanent solution can be expected?

[Miranda]

Thank you so much for helping us look into this issue! You guys are great!

[KhianaKlatt]

Thanks for the response Cameron and for reaching out here. I've been told since November that they are actively working on a fix but the last few "fixes" have not worked. I hope this one is a success for everyone who is affected! I'm happy to hear the others have been added to the list of impacted accounts as well. Looking forward to hearing the next update. Thanks for working on this.