Tickets...

[therock247uk]

Does anyone else thing it takes a bit too much time for IPB staff to reply to them?

[Connor T]

No cause there working on lots of stuff.

Thats a dumb question.

[wickedfpoop]

Typical response time is 48 hours in our ticket system. We typically respond within an hour or 2 depending on if we're having someone else (Advanced support) look into the issue. Even then, we notify to let you know something.

[Convergence]

Yeah they respond within a couple days if they feel like it. I have one ticket more than a week old and another multiple weeks old, neither of which have had a response. They need better support than people who are going to ignore tickets they don't want to have to answer with reasons. I've also had tickets in the past which were closed without a response because they think as long as others don't know they act that way, it doesn't matter. :)

[Rikki]

Yeah they respond within a couple days if they feel like it. I have one ticket more than a week old and another multiple weeks old, neither of which have had a response. They need better support than people who are going to ignore tickets they don't want to have to answer with reasons. I've also had tickets in the past which were closed without a response because they think as long as others don't know they act that way, it doesn't matter. :)

Do you have ticket numbers for any of those you've mentioned? We don't close tickets just because we don't want to answer them.

[Mert]

Well, you guys are just unlucky then. I was generally getting responses in less than 5 minutes when I had active support. Nowadays they are just too much busy, so probably that's the reason.

[Keith J. Kacin]

Yeah they respond within a couple days if they feel like it. I have one ticket more than a week old and another multiple weeks old, neither of which have had a response. They need better support than people who are going to ignore tickets they don't want to have to answer with reasons. I've also had tickets in the past which were closed without a response because they think as long as others don't know they act that way, it doesn't matter. :)

We have no general IPB tickets open currently.
The rest of the general support tickets have been last replied to under an hour ago.


If you have ticket numbers, that'd be great. So we can look into this.

[R4000]

It may depend on the nature of the ticket as well. When I opened up one for a billing error a few months back, I got a response in under a minute (which I was amazed by)........


-Mike

[Solon]

It's not the absolute fastest response time, but it is reasonable. I would rather them take a little time to give a quality response rather than some nonsense answer. I think the longest it's taken them to respond to one of my tickets is 24 hours.

If I update a ticket after they've responded, sometimes it can get a reply within a few minutes (under five).

[Convergence]

489740-> was marked as resolved even though the last comment in it is from myself and obviously not "resolved".
530970->open for 10 days
526600->open for 29 days

I tried to drop comment on them publicly, but if I can't even get responses I am about to make a big deal about them publicly anywhere I can until people realize the company is doing things which would not be stood for with any normal company. Nothing in them has been answered to my satisfaction, nor have the issues I reported about other members been addressed whatsoever.

So, in summary: if the tickets are about technical support and you have a license, yes they will answer in a decent amount of time. If you complain about not liking how they are handling customers, they ignore them.

[therock247uk]

532954
533157

[Lindy]

Yeah they respond within a couple days if they feel like it. I have one ticket more than a week old and another multiple weeks old, neither of which have had a response. They need better support than people who are going to ignore tickets they don't want to have to answer with reasons. I've also had tickets in the past which were closed without a response because they think as long as others don't know they act that way, it doesn't matter. :)

Hello Bashers33,


To be fair, I don't think your tickets regarding being banned for being abusive and disruptive are regarded as support requests and as such, I believe you're being misleading. :)

--

As mentioned, the response time is often based on the nature of the request. Requests that require advanced technical assistance, developers or management may take longer than standard technical support. We do our best to address all requests in a timely manner.

[Solon]

Hello Bashers33,

[b]To be fair, I don't think your tickets regarding being banned for being abusive and disruptive are regarded as support requests and as such, I believe you're being misleading.[/b] :)

--

As mentioned, the response time is often based on the nature of the request. Requests that require advanced technical assistance, developers or management may take longer than standard technical support. We do our best to address all requests in a timely manner.

D'oh, no wonder. haha

[Mark]

Hello Bashers33,

To be fair, I don't think your tickets regarding being banned for being abusive and disruptive are regarded as support requests and as such, I believe you're being misleading. :)

--

As mentioned, the response time is often based on the nature of the request. Requests that require advanced technical assistance, developers or management may take longer than standard technical support. We do our best to address all requests in a timely manner.

This may be a *little* immature, but I can't help it...



In regards to the actual topic, I have almost always had good ticket response times.

[Keith J. Kacin]

532954

533157

One of your tickets was accidentally marked as spam. I have reopened it for you.

[therock247uk]

Thanks. :)

[Alfrеdo]

You mark tickets as spam? Who would pay $150 for a product just to send spam via tickets? That makes absolutely no sense...

[Midnightmadness]

I've allways had my support tickets answered in due time , also had a Hosting Ticket answered within 10 minutes on a saturday which really impressed me :)

[Keith J. Kacin]

You mark tickets as spam? Who would pay $150 for a product just to send spam via tickets? That makes absolutely no sense...

Like mentioned above, it was an accidental change of status. :)

[Mark]

You mark tickets as spam? Who would pay $150 for a product just to send spam via tickets? That makes absolutely no sense...

I believe if you send an E-Mail to sales, it gets handled by the ticket system, and I'm sure the sales E-Mail account gets spam just like any other.

[MarkP]

When ever I have had to contact IPS support I have never had a issue with them and the tickets have been resolved within a 24 hour period. (and that is going back to 2003)

For me I could ask of no more from IPS :)

[wickedfpoop]

I believe if you send an E-Mail to sales, it gets handled by the ticket system, and I'm sure the sales E-Mail account gets spam just like any other.

That is correct. Some days we do get a boat load in conversions that has to be cleared up. Tickets going from really low to hundreds within 30 seconds always scares me. :unsure: :(

[Matt]

We have several spam filters but we usually end up with upwards of 300 spam tickets a day. Our email addresses are linked to the ticket system and those email addresses are public. That's where the spam is generated from. Although, saying that you'd be surprised at how many people decide to use an @invisionpower.com email on their install and we get all their board mail (PM notification, topic digests, etc) the mind boggles. Now and again we get into auto reply tennis which can generate literally thousands of tickets in an hour or so.

All good fun!

[therock247uk]

All is resovled close this please mods ty!