jair101 Posted October 18, 2017 Share Posted October 18, 2017 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. Link to comment Share on other sites More sharing options...
Management Charles Posted October 18, 2017 Management Share Posted October 18, 2017 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. Link to comment Share on other sites More sharing options...
MarilynWallace Posted October 20, 2017 Share Posted October 20, 2017 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. Link to comment Share on other sites More sharing options...
Management Matt Posted October 22, 2017 Management Share Posted October 22, 2017 On 20/10/2017 at 6:43 PM, MarilynWallace said: 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. Link to comment Share on other sites More sharing options...
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