Hi Waleed,

Thanks for checking back here with me.

Sorry for keeping you waiting. I checked the progress of your other ticket: It's still in the pending line for customization service. It has been pushed down due to the heavy loads of new ticket assigned to the developer so he might have overlooked your ticket.

I'll write a note to push your ticket up in the line so that our developer can reach back soon. 

We're sorry for any inconvenience. Thanks for your patience and understanding. I will try to check the progress frequently and urge our developer to speed up.

Best regards.