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Posted October 18, 20177 yr Is there an issue with the support workload lately? I have a ticket opened for 8 days without a reply, only thing that changed is that it moved to Tier II support. My previous tickets were also delayed (not as much though) which is unusual.
October 18, 20177 yr Management Sorry about the delay. Your ticket is having internal discussion but we should have replied and told you that It's a design/interface thing so they are reviewing that.
October 20, 20177 yr When I was a customer years go, support staff always replied to my tickets within 24 hours, maybe 48 hours, if things were really backed up. I'm guessing the slow responses just mean that they have that many more customers to handle now.
October 22, 20177 yr Community Expert Management When I was a customer years go, support staff always replied to my tickets within 24 hours, maybe 48 hours, if things were really backed up. I'm guessing the slow responses just mean that they have that many more customers to handle now. We still do generally hit those targets. This ticket was unique in that we were internally discussing it. We should have just added a note to the customer to let them know it hadn't been forgotten.
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