Hi Todd,

Thanks for reaching out to Fivetran and we understand the ease and simplicity of email. However, a few months back we decided to disable email as a channel for the creation of new support tickets in order to improve the data we capture at the time of ticket creation. The goal was to cut down on a trend we noticed of our tickets taking longer to solve due to us having to ask for and collect additional information from customers on the majority of our tickets. By directing customers to our support portal for ticket creation we can ensure that this much-needed troubleshooting information is collected in a more timely and standardized manner. Doing this has led to an overall faster resolution time for our customers and has cut down on some of the frustrating back and forth that was taking place. Hope this helps explain the reasons behind our decision. 

But we do understand some of the frustration caused by the form and are always working to improve the customer experience. To that end, we are currently exploring other ways to make the support portal faster and easier to use for our customers. If you have any recommendations on how we can improve the form or the experience with the portal we would love to discuss those with you.

Best Regards,

Matt Taylor

Fivetran | Support Operations Manager