Am I missing something? OpenAI support really sucks.

[u/Hybrid-Intelligence]

I've really been frustrated by my experience with support. I have 3 accounts, Plus, Business, and Enterprise. I'm the accountant owner and admin for the Business and Enterprise accounts.

In my experience, the articles in the help center are of very little value, but that's not my gripe. My much larger issue is when you need more support all you get is a chatbot. Somehow, yes, it is actually superior to my own ChatGPT. However, when it can't solve the issue, it files a ticket and then that's where things enter the darkest of black boxes.

I've had a ticket filed for weeks. When I'm really lucky, I get one useless response each week, asking me a question I've already answered.

I don't know what to do. I'm so frustrated and my entire organization is suffering. Has anyone else found a way to get better service? Am I missing an escalation pathway?

[u/ValehartProject]

Enterprise means you SHOULD have an account manager. Whether they help is a different story.

I've raised a few support issues but the more concerning ones I raised actually turned a year old today so Happy Anniversary OpenAI! Which is why I'm here and on gpt pro to help people that can't get any help for technical issues.

If your issues around security concerns there are plenty of certifications the claim that would put your lack of support in breach.

However, I haven't seen them have a 9001 which is probably because the certifying authority is still stuck in their support void waiting for a response to criteria.

[u/flat5]

Philosophical question: does it have to exist to suck?

[u/Ill-Flower-2736 → u/flat5]

It does not exist and still somehow manages to suck, that is special kind of achievement

[u/evolutionxtinct]

Haha join the club it too Bro on ours almost 5mo to get our business over to enterprise then when we told them we needed to be in GovCloud which is an option lol they were like “your the first gov entity to ask this” lol we were like WTF..,

[u/joebrocks]

The “replace everyone including myself with AI” crowd when the biggest AI company in the world has automated customer service

[u/XRay-Tech]

That must be miserable. When your whole admin and organization is waiting on you, a ticket that sits for weeks with one recycled question affects everybody on your team.

Since you have an Enterprise account, I'd stop treating the help center ticket as your main channel. If that plan came through the OpenAI sales team, you should have an account rep or account team, which is usually a much faster route than relying on the support queue. Try emailing them directly, give the ticket number and say plainly what the business impact is and how long it has been open. Check your original contract or onboarding emails if you don't know who that is.

For the ticket itself, reply on the existing thread instead of opening new ones, and put everything in one message: the workspace name or ID, the plan and a short summary of the issue, things you have already tried, and the answer to the question they keep asking. OpenAI's own guidance says to include your account email as well as the workspace or organization ID if you're on a Team, Business, or Enterprise workspace. That will cut the "asking a question I've already answered" loop. I would also keep the Business and Enterprise issues in separate tickets so they don't get tangled in the same queue.