ChatGPT Usability Issues: Workflow Disruptions, Unreliable Features, and Lack of Direct Support

ChatGPT Use cases and examples
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**ChatGPT Usab ChatGPT Usability & Reliability Feedback Report

Overview

This report highlights significant usability challenges within ChatGPT, specifically focusing on workflow disruptions, unreliable feature execution, and no available support other than going externally to this community forum. These issues collectively impact efficiency, accuracy, and user trust.

A simple user problem by way of example

1. Unreliable Chat Management Functions

  • Chat Movement Fails: Moving chats to project folders is inconsistent; sometimes it works, it usually does not.
  • Workaround Required: Manual renaming and confirming placement is the only reliable method, increasing unnecessary steps.
  • Expected Behavior: The system should immediately move chats correctly without requiring workarounds.

2. Previews & Download Issues

  • Previews Do Not Reflect Edits: Changes made to documents often do not update correctly, (despite confirmations they have) in previews. This is despite cache issues being resolved.
  • Incorrect File Downloads: Attempting to download a document often pulls an old or unrelated file.
  • Greyed-Out Download Options: The download feature sometimes remains unavailable without explanation.
    **Freezing after issues identified. Once an issue is identified, and attempts made to resolve these issues either with a chat or via a new chat, posting becomes throttled
  • Expected Behavior: Previews should update immediately, downloads should match the displayed content, and the download option should always be accessible.

3. Support & Issue Resolution Challenges

  • No Direct Support Submission for Users: Despite multiple attempts to submit a request, there is no clear or accessible way for users to directly contact OpenAI support. The “Submit a Request” option does not exist in the Help Center for some users, preventing them from reporting issues efficiently.
  • Failed Attempts to Locate Submission Option:
    1. Searching for “Submit a Request” in Help Center – No valid option exists.
    2. Direct URL Attempt (https://help.openai.com/hc/en-us/requests/new) – Led to a “Page Does Not Exist” error.
    3. Checking OpenAI Account Settings for Support Access – No available direct contact or request submission form.
    4. Community Forum as the Only Alternative – Users are forced to rely on OpenAI’s public community forum instead of having a direct support channel.
  • No Direct Response System: Users have no visibility into issue tracking or whether reports are acknowledged or addressed.
  • Time Wasted Troubleshooting ChatGPT Instead of Working: Users spend more time resolving ChatGPT’s own problems than using it productively.

Impact on User Experience

  • Accuracy Risks: Previews not updating correctly can lead to misinformation and incorrect outputs.
  • Lost Productivity: Unreliable features force users to redo work multiple times.
  • Frustration & Loss of Trust: Users expect AI to assist their workflow, not hinder it with inconsistent performance.

Proposed Solutions

  1. Improve Reliability of Core Features
  • Ensure chat movement works consistently without needing manual confirmation.
  • Fix preview updates so they always reflect the latest changes.
  • Guarantee that downloads match the actual document content.
  1. Enhance Support Accessibility
  • Make the “Submit a Request” function clearly visible on the Help Center homepage.
  • Provide users with tracking information for submitted reports.
  • Offer a status update mechanism on known issues.
  • Ensure Subscribers Have Direct Support Access instead of relying solely on community forums.
  1. Reduce User Friction in Issue Resolution
  • Implement automated diagnostics to detect when previews fail to update.
  • Display error messages when a download fails instead of silently producing the wrong file.
  • Allow users to force-refresh a document preview manually to resolve stale content issues.

Final Thoughts

These issues are not minor inconveniences—they directly affect workflow efficiency, accuracy, and trust in ChatGPT as a reliable AI assistant. Users need consistency, transparency, and functional support mechanisms to ensure a smooth experience. Addressing these concerns should be a priority for OpenAIility & Reliability Feedback Report**