Improve customer support
We have found support with Docuware to be just terrible. It would be nice if you made a serious attempt to improve support in the US. We have been working with our rep to get some module test licenses for several months now with no luck. The support ticketing system seems as if it has been designed to be as inconvenient as possible.
There seems to be a giant disconnect between Docuware headquarters and the US customers
This was forwarded to Support department. It is no product feature, therefore it is declined.
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We are truly sorry to hear that you had a bad experience with our Sales representative. Please contact me directly under mario.schwarz@docuware.com about this issue and I will forward your concern with the possibility to change your Sales rep to the responsible colleague.
The ticketing system helps us to assure that relating information is researched before opening a ticket as there will is a solution already in most cases. That makes it quicker for you as a user/admin and lowers the amount of tickets a bit on our end.