We have multiple tickets submitted via the feedback button in Enscape, and no contact from the Enscape support team besides the initial automated messages. These tickets are weeks to months old. Is anyone receiving these at ?
Could you send me a PM with your case number? I will take a look. Please be aware that we deprecated our email in January. You can always submit a request to our support team via the feedback button in Enscape, or via our Help Center (support.enscape3d.com).
Hi Helen, I received the email you sent me, and replied. The reply-to email for both your email and the ticket was
It’s been 10 days, and I still haven’t received a response to this. I have replied to the support emails I have received, but no one is responding.
We have submitted multiple requests via the feedback button in Enscape related to the 3DX connexion space mouse settings not working for Revit. But none of these requests appear in our account at support.enscape3d.com. our subscription account is .
I’m sorry to hear about that - Allow me to look into this and you should receive a reply back via the support case regarding this accordingly. I’ll keep you posted in any case regarding this behavior with your account as well.
Thank you Demain
Furthermore, just to make sure you received the following when it came to the feedback report you’ve sent in July 20th, where we replied two days later:
If there is anything else I’m missing (besides the space mouse problems case for now) let me know.
I did receive that, but that came after an enscape crash, not submitting from the feedback button. That case ended up being a corrupt revit installation.
We haven’t received anything from the space mouse issues we sent via the feedback button (expect for the automated check for updates resonse, which we replied to).
another week later, and still nothing on this. Does the team know how to contact me? Have you found the tickets?
Please pardon the delay - I’m afraid at least currently the space mouse behavior you’ve detailed in your previous case will not be avoidable, but we have already developed a fix for that, which is not yet part of the current 3DConnexion driver, the last one they released was at the end of May. In that regard we can only ask you to kindly stay tuned for a future driver update on their behalf.
If any further questions come up in the meantime please let me know as well.
Thank you Demain. In the future, how can we improve our experience with the Enscape support team? It has taken months to get an answer about this issue, and almost a month since I posted to this forum because we were getting no help from the feedback button or support emails. Even then, I had to keep asking for updates on this forum in order to get a response. So far the support email and the feedback button in the app produced no results, but this forum post eventualy did. Are we doing something wrong?
Thank you.
Right away, our apologies for not responding back via the space mouse case in this regard after you submitted the data we requested, we have already discussed this internally so it won’t happen again. Specifically in this case these ongoing space mouse issues were still being investigated by our developers and so it may happen that sometimes we cannot provide any solutions right away, but of course we should’ve told you that.
In the future please still keep in touch with us via either the help center or feedback button as you did multiple times prior, you did nothing wrong here of course.
Just in case anything else comes up regarding this whenever kindly let me know once more as well. Thank you @libengan .
Ok, sounds good. Thanks again Demain.