Sage Intacct Reviews

As a user of the system, we should have access to quality support. A support system that actually reads your requests for help and responds accordingly. We have had multiple issues where we have provided the necessary information and screen shots in our initial request only to have support email us asking for the information that has already been provided. It seems that support is a. looking to stall because they are overwhelmed or b. support isn't reading the actual request for help. Neither of which are adequate responses. My biggest issue with Intacct is it's lack of adequate support to help resolve issues. It would be incredibly helpful if we could speak to a support person at the very beginning to explain the issue and start working together towards a resolution.

Support is knowledgeable and swift.

I think they are great and super knowledgeable, but sometimes it takes follow-ups to get movement on a case.

It takes more than I need sometimes.

All of the support team is very knowledgeable about the product and how it is to work. When there is a major problem, they understand the need to escalate.

Most of the time i got a quick response

Most questions need to be answered straight away. It's usually easier to google a solution than to ask support

currently you must submit a ticket via the customer portal and then wait for a response. The time you must wait for the response varies based on the urgency of your request. Sometimes you just need a quick response and a phone call would be easier or even a live chat ~ would love to see them roll that out instead of having to wait when you have a question or issue.

I always get help right away when I need it.

Success rep is awesome; we have weekly meetings to make sure we're getting what we need. Love the support desk - always timely to get back to me.

My company has an internal Intacct team so I have quick and easy access to support. Our Intacct team holds weekly conference calls to discuss any issues and answer questions.

Support is really hit or miss. Some support reps are great and actually take the time to address your issue until it's resolved. Other support reps simply want to close your case and literally copy and paste responses. After a while, you instantly know which reps will actually help, and which reps you will go back and forth with for several days/weeks to get a resolution.

Have been very helpful during our setup process and supportive.