When opening a ticket for PSA related issues, the support experience is very frustrating. The front-line techs seem to to have limited in-depth knowledge of PSA advanced features and always report they will reach out to back-end PSA team. The replies take days and often the original issue was completely lost in handoff. Is there a better route to access timely and helpful assistance for PSA (not RMM) related issues?

Matt, 

I highly suggest you contact your account rep. We have also had these issues on the RMM side. Your rep may be able to help.

Hi Matt,

Well, I don't think you the only one with this issue. I have not had RMM issues and answers, but the PSA is a different story.  Yes, talk to your sales rep for help with this.

Gary