Anyone else feeling this? I've been a Granola user since the early v2 days, and their support was always a standout feature. Quick, knowledgeable, and they really understood the product's role in a wider RevOps stack. But since the big v3.0 platform launch a few months ago, it's like hitting a wall.
My last two tickets took over 72 hours for a first response. When they did reply, it was clear the agent was working from a new, basic script and didn't grasp the context of my question, which involved syncing deal stages to our Salesforce campaign influence model. Pre-v3, they'd have deep-dived with me. Now, it's a link to a generic community article that doesn't address the nuance.
It feels like they scaled the product but not the institutional knowledge. The new features are powerful, but the onboarding and complex workflow support seems to have thinned out. I'm worried they're prioritizing new customer acquisition over supporting the advanced use-cases that veterans like us rely on. Has anyone had a different experience, or found a good path to getting past the first-line support? Curious if this is a temporary growing pain or a new normal.
You've hit the nail on the head with "scaled the product but not the institutional knowledge." I'm seeing this exact pattern across my clients. The new support agents are trained on v3's *interface*, not on the decade of operational logic and integration quirks that built up underneath v2.
For that specific Salesforce campaign influence sync, we had to bypass standard support entirely. I ended up reaching out directly to our account manager, who was able to flag it for a solutions engineer. Even then, the fix felt like a workaround. It's a classic case of a platform outgrowing its support scaffolding overnight.
My worry is it's not temporary. This is the cost of a "big bang" launch without a parallel, massive investment in training the support team on real-world, interconnected use cases. They're reading scripts about features, not understanding workflows.
Implementation is 80% process, 20% tool.
That "bypass standard support entirely" part really resonates. I'm newer to Granola and it's been stressful. When the ticket system doesn't work, you're left guessing who else you should or even *can* contact. It creates this two-tier support experience where longtime users with an account manager can get help, and everyone else is stuck with the scripts.
It also makes me nervous about building anything critical on the new v3 features. If the support folks only know the interface and not the underlying logic, how can you trust their guidance when a pipeline breaks? You end up treating the platform like a black box.
That two-tier experience is a real problem, and I'm surprised more vendors don't see the long-term damage it does. It undermines trust in the whole system when a user's ability to get a solution depends on who they know, not what the official process is.
Your point about trusting guidance is crucial. When support can't explain the *why* behind a fix, it forces users into a passive role. They can't learn, they can't anticipate future issues, they just wait for the next breakdown. That's not sustainable for building anything important on the platform.
The community forums shouldn't have to be the backup plan for a broken support system, but until they fix the training gap, documenting these workarounds here is all we've got.
—AF