Worksoft Certify Customer Service and Technical Support

Wayne Fisher
Global ERP Test Manager at a healthcare company with 5,001-10,000 employees
The technical support is pretty responsive. We haven't had many issues with it. When we were doing an investigation into doing web testing, we ran into some roadblocks. The team at Worksoft was very responsive. At the end of the day, it came back to technical limitations of a tool. I have been pretty impressed with how responsive the team. They were always able to answer our questions to the extent that the tool was able to do what we needed to do. View full review »
Manuel Hermoso Martinez
Senior Consultant at a tech vendor with 10,001+ employees
In general, technical support is good. They are collaborative and responsive. The only thing I don't like - and this is the only complaint I usually have for Worksoft - is that the first-level support is not always the best for working on topics. We sometimes need to escalate to second-level support and then we know that we are getting a colleague who is aware of the issue and is not just playing for time. We already reported this to Worksoft and asked them to find another way or to educate the first-level support or to make sure that the tickets go directly to second-level support if they come from us. The guys on our end who are reporting the issues sometimes know more than the first-level support. When it comes to second-level support, we are happy. There, we know we will get the help that we need. The colleagues are responsive and very helpful and, from a quality perspective, they are very good. In the beginning, there were some issues with the integration, it didn't work the way we wanted. We spent some time with the Worksoft team, with the support and engineering team, in adding some enhancements to adapt the solution to our three-tier Solution Manager landscape. But that worked very well. We have a very good collaboration and relationship to Worksoft. For example, every two weeks we have calls with them. We'll provide feedback and they take it seriously. They usually provide us with updates, with enhancements, with new functionalities that we need. That's working pretty well. View full review »
Colin Hickman
Test Automation Engineer at a healthcare company with 1,001-5,000 employees
I'll start with our positive experience. We always end up with some kind of resolution whenever we do submit something through support. There have been times though where their support has been very slow or difficult, where we end up with a level-one support for what feels like much longer than we should have a level-one for the issues we have. These are high-end issues that mean we can't function. That's been a frustration point for us. We've had to meet with Worksoft to talk about the support that we're getting. As we start to build better in-house knowledge of some of the caveats of Worksoft though, that support has been needed less. That has made things a little better for us and that's why we focus heavily on training and having supporting documents on what we're doing. View full review »
Learn what your peers think about Worksoft Certify. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,458 professionals have used our research since 2012.
Judy Zeman
Manager, QA at United Technologies
Most of our issues have been our own internal infrastructure issues. We have a very tightly controlled infrastructure, so I'm always banging up against that. Worksoft has been able help us solve these problems, and they're not even their problems. View full review »
Heather Whitfield
IT Program Manager at Applied Materials
I am aware that they have some challenges with some of their support resources, especially offshore which is very common. I don't think this is specifically a Worksoft issue. It always seems to be a software issue, and I know that Worksoft is aware of this and they are trying to make some improvements. If ever I need to escalate something, I never feel like I'm stopped. I always feel like there is another level where I can go and get support. We have never had an issue which has gone unresolved for a long time. We try to follow the process, but since our team is so experienced with the tool, if we can't fix it and their support can't fix it either. then it gets escalated up through the chain, getting somebody whose pretty senior with the tools to help us. View full review »
Joe McIvor
SR. Business Process Partner, Commercial Operations at GSK at a pharma/biotech company with 10,001+ employees
The technical support was pretty sharp, friendly, and responsive. There wasn't anything glaringly wrong with them. We have a guy from Worksoft sitting onsite. If I have a problem, I talk to him first. View full review »
Santhi George
Testing & Quality Assurance Manager at Johnson Matthey Plc
Our interactions with technical support has not been the best always and there is room for improvement especially with respect to the time taken to respond to cases. However, with the right contacts and reasonable escalations we have always managed to get quick attention on our issues. View full review »
Vincent Immink
Test Automation Architect at a transportation company with 10,001+ employees
I would rate Worksoft's technical support somewhere between a six or seven out of 10. In two-thirds of the cases we get a proper technical support member who has the knowledge to help us with our problem. But at other times we get someone who doesn't really know what he or she is doing or doesn't really understand the issue. Another big part of the grade I gave is the fact that when you are in contact with the call center, a lot of times there really is a lot of background noise. With the accent, it's already really tough for me in fact to understand them, and with the background noise the problem gets bigger. But I've had also a lot of support from the Germans and from all over the world. Most of them are really capable. View full review »
QA Developer II at a university with 10,001+ employees
I would give technical support a rating of 8/10, 10 being the highest. Worksoft is very quick to respond and address customer problems identified with Certify. View full review »
Paul Pandian
Principal Consultant at a tech services company with 10,001+ employees
A lot of our customers have used the technical support. Worksoft has a very good customer success team, as well as technical support team. When we started our first relationship with Worksoft, we had to build the integration between ALM and Worksoft Certify. So, Worksoft was agile enough to build that integration faster. We can see that the technical support team is fast enough to resolve some of the product bugs for any customer queries quickly. The team is open to build any type of new integrations to support the emerging tools available in the market. View full review »
Oliver Heil
VP Test and Quality Management at Deutche Telecom
Usually, we have one contact person for support, who then will contact the Worksoft support. Our contact organizes the people around her. While we have some direct contacts, and most of the time, we receive answers from them. I don't know if there is somebody behind them from the second or third level. View full review »
QA Manager at a manufacturing company with 1,001-5,000 employees
Worksoft technical support is very helpful, very knowledgeable. Whenever we've had an issue, they've responded very quickly. We don't actually have very many tickets, but whenever we've had them in the past, I've just gone into the portal and I get an email back, usually the very next day. I've never had to escalate an issue. View full review »
SAP Manager at a logistics company with 1,001-5,000 employees
We don't use them frequently, just when we have an issue. I would rate the technical support a seven out of ten. Most of the team is good and helpful. However, I would like them to evaluate the issues a little more sometimes before escalating them to engineering. View full review »
Stan Butler
Principal Software Engineer at a retailer with 501-1,000 employees
For the couple of the issues that we were really scratching our heads over, we were in communication with the technical support several times, but they never got back to us. The issues are not critical because they're not really blocking anything. They're just annoying. View full review »
Piyush Lohana
SQA Test Automation Lead at CHEP USA
I would rate the technical support as a seven out of ten. There is a delay in time zones when we reach out to them. The response is not as quick as we expect it to be with the other solutions that we have. There is definitely a delay in timing, as the speed is lacking. View full review »
Global Testing Solution Lead at a consumer goods company with 1,001-5,000 employees
Our experience has not been good. There are no SLA's for issue resolution which is an issue for a large enterprise customer like us. For us, there needs to be a certain level of reliability and predictability when things go wrong. We are not getting this today because of lack of SLA's. View full review »
System Engineer at a transportation company with 10,001+ employees
Worksoft technical support is pretty good. A few times where we upgraded, our team members communicated everything to Worksoft well, and issues were resolved pretty quickly. They are pretty supportive. With one of our applications where we do check-in, Worksoft is not able to identify the Java-based application. We raised the ticket, but we were unable to resolve this using Worksoft. View full review »
Jesse Blakemore
Associate Manager Intelligent Testing at Accenture
Their technical support is very good. They have different aspects of technical support: * If you're standing up a project, they can be with you every step of the way. * When you just submit a ticket, they'll respond to you and get back to you within their service level agreement. View full review »
Ted Devoe
QA Manager Business Applications at a university with 10,001+ employees
The technical support is very good. They have always been a great help. With a lot of companies, you can't even really talk to the developers that someones provides you. With Worksoft, you can get a hold of the developers and work with them. It is all very timely. View full review »
Automation Engineer at a pharma/biotech company with 1,001-5,000 employees
I would rate technical support as a seven out of ten. Sometimes, we end up going back and forth with Level 1 support. Usually, if we go back and forth, it is email most of the time, and sometimes it is once a day with 24-hour turnaround. We usually understand what they require and trying to give as much information as possible. We still need to tell them to kick it up to Level 2 support or at least have a meeting with them, so we can show them what is going on. Sometimes, it does get a little frustrating, but once we either have the meeting or get Level 2 support, the issue gets resolved pretty quickly. View full review »
Ywanda Jackson
Testing Lead at CenterPoint Energy, Inc.
The technical support has been good, but sometimes there are little delays. A lot of times when we need support, it's an emergency situation. However, we are able to reach out to our contacts, and they're able to expedite it, which has been very helpful. View full review »
Euronica Olivier
Quality Assurance Manager at CHEP
Their technical support works with us, which is good. Working with them has been a collaborative process. View full review »
Senior Analyst at a consumer goods company with 10,001+ employees
The level of technical support depends on the engineer who comes to the call. I'm not really happy with it. I want to have quick response for my issues. I'm not the technical person. I'm paying for them to support me. They come on, and say, "Oh, so-and-so link is here, go through that link, and make the modifications." I'm not comfortable in making those changes. I want to schedule a call, share my screen, and have them fix it for me. That would be a beneficial time savings for both of us. View full review »
IT Automation Specialist at a energy/utilities company with 1,001-5,000 employees
The technical support is very good. They are very responsive. When we have created tickets with them, there is usually a 24-hour turnaround time, then we are contacted back. Their interface is good for back and forth communication. View full review »
Saurab Juneja
Automation Lead at a tech services company with 10,001+ employees
We use technical support quite a lot. I would rate them as an eight out of ten. They're pretty responsive, but it takes a long time to get issues resolved. View full review »
Principal Consultant ERP at a tech services company with 10,001+ employees
The technical support is good. I would like them to get straight to the problem and provide solutions instead of asking a thousand questions. View full review »
IT Quality Assurance Manager at a manufacturing company with 10,001+ employees
They struggle to provide an accurate solution. View full review »
SAP Configuration ERP II at a energy/utilities company with 5,001-10,000 employees
The technical support is pretty good. If you open a ticket, they are able to answer it within 24 hours. They are able to support us. View full review »
Divya Nayak
Team Leader at SOAIS
The technical support is very good. They are helpful and provide solutions on time and very quickly. View full review »
Automation Test Specialist at Lennox International
The technical support is pretty good. However, their first response is usually late. Once they start responding, it will be on time. View full review »
Learn what your peers think about Worksoft Certify. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,458 professionals have used our research since 2012.