Thanks for checking back. We're sorry for any inconvenience caused to you. Our system has gone through an unknown error recently so some of our tickets have been closed or hidden randomly from the pending line so our staff cannot reach it. We are working with the Ticksy developers to fix this.
I have checked your ticket and yes, it was only accessible by checking your profile and opening the ongoing tickets. So now I will send your ticket number directly to the assigned developer so that he can check back and give you a response.
You'll receive his response as soon as he is available for work.
Our system has been stable again now. However, since the workloads at the end of the year are heavy while we are understaffed, it takes longer than normal for our developers to reach back to each case.
Also, we are not available at the weekend, so today (Monday) we start working on cases based on the time we received a response.
As we are now having more than 200 tickets each to take care of, our company requires us to give response to all customers during our 8-hour working session so that's quite a lot for us. We will try our best to serve everyone during the last months of the year.
As customer support, it takes me about 20 minutes to read, write a response then find an assignee from our developers. So I can imagine how pressed the time is for our developers when it comes to technical support. Checking the codes, trying on the test site then responding to each customer might take up hours for them.
Year-end sale season is just on and everyone wants to receive instant support, which puts us under a great deal of pressure these days. So, please pardon our slow support.
We're sorry for the slow support. I have checked back with our developer and urged him again to hurry up to try to fix your problem this week. Hopefully, this can be fixed as soon as possible.
To be sure, you can kindly check back in about 2-3 days and drop me some lines if your ticket does not receive any update. I'll discuss this with our developers to make sure it's getting fixed soon.
every time I answered within 1 hour - also this time, if you look in my account, but without any acceleration.
We started on October 26th and have been dealing with the problem for almost 1 month to date. As already said, I understand that you have a lot to do, but then write on your support page that answering questions can take up to 1 week, then you can be prepared as a customer.
Thanks for your understanding and patience so far.
I have contacted the assigned developer today to ask about the reasons for the delay but haven't received any response yet. However, except for urging our developers, I cannot take any further action as their works require an extensive amount of time for focusing on checking the codes. We're really understaffed at this time when there are some of our developers retired from the team to solve their personal issues.
I will try to keep track of the progress on your ticket on a daily basis.
8 days ago I answered my ticket within 1 hour. Until now no request. Such support is terrible and unacceptable. It's also useless if you keep making up your mind when you know that nothing will change anyway.
I find it very sad to say that, but I am annoyed that I bought your plugin.
We're sorry for all the troubles, that's all I can say for now.
I have spent some time checking though the support process for your case. Your first request to us has been resolved by our developers properly.
The second request was an incompatibility with a third-party plugin. These kinds of issues would take up multiple weeks to be resolved as we not only have to learn about a new plugin, we need time to test and find a way to soothe the conflict. Honestly, there are issues that we cannot provide a permanent fix as fast as people expect. Frankly speaking, we offer free customization service so it's also limited to a certain extent.
Everyone wants an instant response to their ticket but it's not like that here since we're not offering one-on-one support. In addition, here we take in about up to 100 new tickets everyday, plus the on-going ones, which would not be possible to be processed easily within a 8-hour duration time. That said, just one hour later, your ticket might be pushed down from position 1st to about 30th or 35th. The newer the ticket, the far down the line it goes. The system is designed to force us to reply to literally EVERY user.
So, I have told you all these things just to let you know that we're not intentionally delaying things. We also expect to solve issues for users in just a few threads, but in some cases, it takes more than normal, especially with third-party conflict issues.
I hope you could understand and pardon our slow support.
It seemed that your ticket was also hidden due to an unknown error in our ticket system. I was able to check it after searching for your ticket number. Your ticket was still unreached by our developer. I have sent him your ticket directly as well.
Hi Andreas,
Sorry for the inconvenience. It seemed that Szymon was trying to reach us for support.
Our developer has contacted you back in your previous ticket and ask for further clarifications to reproduce the issue.
Hi folks,
2 weeks ago I've started a support request and until now, I didn't get an answer. Is it normal?
Thx in advance.
Hi Andreas,
Thanks for checking back. We're sorry for any inconvenience caused to you. Our system has gone through an unknown error recently so some of our tickets have been closed or hidden randomly from the pending line so our staff cannot reach it. We are working with the Ticksy developers to fix this.
I have checked your ticket and yes, it was only accessible by checking your profile and opening the ongoing tickets. So now I will send your ticket number directly to the assigned developer so that he can check back and give you a response.
You'll receive his response as soon as he is available for work.
Best regards.
Janilyn T. - WPClever Support Agent
Hello Janilyn ,
are you still having problems with the ticket system or are you already having problems? I'm waiting for an answer again for 5 days.
Cheers
Andreas
Hi Andreas,
Our system has been stable again now. However, since the workloads at the end of the year are heavy while we are understaffed, it takes longer than normal for our developers to reach back to each case.
Also, we are not available at the weekend, so today (Monday) we start working on cases based on the time we received a response.
As we are now having more than 200 tickets each to take care of, our company requires us to give response to all customers during our 8-hour working session so that's quite a lot for us. We will try our best to serve everyone during the last months of the year.
As customer support, it takes me about 20 minutes to read, write a response then find an assignee from our developers. So I can imagine how pressed the time is for our developers when it comes to technical support. Checking the codes, trying on the test site then responding to each customer might take up hours for them.
Year-end sale season is just on and everyone wants to receive instant support, which puts us under a great deal of pressure these days. So, please pardon our slow support.
Best regards.
Janilyn T. - WPClever Support Agent
Hi - I can understand, that you are very busy, like other people. But is there any chance of receiving an support answer within a week?
Thx.
Andreas
Hi Andreas,
We're sorry for the slow support. I have checked back with our developer and urged him again to hurry up to try to fix your problem this week. Hopefully, this can be fixed as soon as possible.
To be sure, you can kindly check back in about 2-3 days and drop me some lines if your ticket does not receive any update. I'll discuss this with our developers to make sure it's getting fixed soon.
Best regards.
Janilyn T. - WPClever Support Agent
Hi Janilyn,
every time I answered within 1 hour - also this time, if you look in my account, but without any acceleration.
We started on October 26th and have been dealing with the problem for almost 1 month to date. As already said, I understand that you have a lot to do, but then write on your support page that answering questions can take up to 1 week, then you can be prepared as a customer.
Thx
Andreas
Hi Andreas,
Thanks for your understanding and patience so far.
I have contacted the assigned developer today to ask about the reasons for the delay but haven't received any response yet. However, except for urging our developers, I cannot take any further action as their works require an extensive amount of time for focusing on checking the codes. We're really understaffed at this time when there are some of our developers retired from the team to solve their personal issues.
I will try to keep track of the progress on your ticket on a daily basis.
Best regards.
Janilyn T. - WPClever Support Agent
Hi Janilyn,
8 days ago I answered my ticket within 1 hour. Until now no request. Such support is terrible and unacceptable. It's also useless if you keep making up your mind when you know that nothing will change anyway.
I find it very sad to say that, but I am annoyed that I bought your plugin.
Andreas
Hi Andreas,
We're sorry for all the troubles, that's all I can say for now.
I have spent some time checking though the support process for your case. Your first request to us has been resolved by our developers properly.
The second request was an incompatibility with a third-party plugin. These kinds of issues would take up multiple weeks to be resolved as we not only have to learn about a new plugin, we need time to test and find a way to soothe the conflict. Honestly, there are issues that we cannot provide a permanent fix as fast as people expect. Frankly speaking, we offer free customization service so it's also limited to a certain extent.
Everyone wants an instant response to their ticket but it's not like that here since we're not offering one-on-one support. In addition, here we take in about up to 100 new tickets everyday, plus the on-going ones, which would not be possible to be processed easily within a 8-hour duration time. That said, just one hour later, your ticket might be pushed down from position 1st to about 30th or 35th. The newer the ticket, the far down the line it goes. The system is designed to force us to reply to literally EVERY user.
So, I have told you all these things just to let you know that we're not intentionally delaying things. We also expect to solve issues for users in just a few threads, but in some cases, it takes more than normal, especially with third-party conflict issues.
I hope you could understand and pardon our slow support.
Best regards.
Janilyn T. - WPClever Support Agent
Hello.
I waiting for reply to my ticket #2912478 almost 3 weeks. Why?
Hi Szymon,
the problem is, that I don't see that ticket in my account, I only have 2 pending tickets, look here https://prnt.sc/21eymgb - sorry for that.
How can I see your ticket?
Hi Szymon,
We're sorry for the delay.
It seemed that your ticket was also hidden due to an unknown error in our ticket system. I was able to check it after searching for your ticket number. Your ticket was still unreached by our developer. I have sent him your ticket directly as well.
Hi Andreas,
Sorry for the inconvenience. It seemed that Szymon was trying to reach us for support.
Our developer has contacted you back in your previous ticket and ask for further clarifications to reproduce the issue.
Best regards.
Janilyn T. - WPClever Support Agent