Jump to content

Can someone check my support ticket? It's been 3 weeks?


Fast Lane!

Recommended Posts

https://invisioncommunity.com/clientarea/support/1016300/

No updates in almost 2 weeks... on a 3 week old ticket.  I've tried to ask several times in the ticket for status but I never hear back.

Here is the issue in a nutshell... sitemap goes to virtually zero after upgrading to 4.3.

Can any staff help?  It's in tier 3 support which I figured meant a resolution was coming soon.  This may effect other folks too.

image.thumb.png.bb14f2ff0b5b7fac835f3aec5bfd488b.png

Link to comment
Share on other sites

1 hour ago, Fast Lane! said:

It's in tier 3 support which I figured meant a resolution was coming soon.

No, it means pretty much the opposite. Tier 3 are the devs themselves, which means this isn't something that can be fixed easily. And on top of the necessity for them to work on future development, their time will be taken up by other people who get first priority, such as enterprise customers and people who have paid for priority support. Two weeks without acknowledgment is unfortunate, though: I think it's probably an oversight from some extremely busy people.

Link to comment
Share on other sites

Some thoughts in no particular order:

1. Tier 3 is, like, escalating all the way to the desk of the Chief Software Architect aka Matt.  

2. A sitemap problem isn't going to stop you from actually doing anything.  

3.  Did you notice any corresponding drop in actual visitors or is this a freak-out over thousands of useless links that the Internet doesn't care about?  

4.  Look up the topic by Proskill, where he also talked about sitemap issues.

Link to comment
Share on other sites

Yes we noticed a drop in visitors.  The sitemap now only has around 700 topics, of the roughly 65k topics on the forums (so 99% of topics are not listed).

Also, on another much larger site we noticed a 20% drop in the sitemap after upgrading to 4.3.  Less topics as well.  We also saw a drop in visitors.  I was asked to wait on the first ticket to explore a root cause on the second.  I am patient... but worried this fell between the cracks.

Here is the other large site... another drop timed exactly when I updated to 4.3.

image.thumb.png.d131c6ff506ac041b5e7f0953294e56e.png

Link to comment
Share on other sites

Sorry to hear you have been waiting a response there. As mentioned above, tier 3 is as high as you get in the support chain. As such, unfortunately it means that what you are experiencing is extremely complex, and has already been through several developers before reaching our most senior level of development engineers. This does mean that it can take quite some time to be looked at and resolved. 

Link to comment
Share on other sites

Archived

This topic is now archived and is closed to further replies.

  • Recently Browsing   0 members

    • No registered users viewing this page.
×
×
  • Create New...