Hi Johannes,

Thanks for checking back here with me. 

I have checked your ticket, it's still on the pending line. Maybe our developers have overlooked it since there are quite a number of tickets with the same title. He might have thought it was for the same issue that he solved. 

I have sent the ticket link directly to him and ask for quick response on your case.

Please reach back to me in this ticket within 48 hours if you don't receive any response from him. I will help you urge our developer.

Best regards.

Hi Johannes,

Thanks for checking back here with me. We're not available at the weekends so today (Monday) I am able to process your ticket.

I have re-assigned your ticket to our developer so that it can appear on top of the ticket list on his dashboard and sent a direct message as well. Our developer might have overlooked your ticket in his dashboard. 

Please remind me if you still don't receive any response within 48 hours. Sometimes, Ticksy has errors and it hides from tickets from showing in the dashboard after some days. 

Best regards.

Hi Johannes, 

I have re-assigned the ticket to our developer to push it to the top and also included it in the urgent ticket list today. I also sent a direct message to him to remind about your case. Our developer said he would try his best to reach back as soon as possible.

Sometimes, Ticksy doesn't display all pending tickets properly. Some tickets were hidden until we access through the full URL. So if you don't receive any response within the next 48 hours, please let me know.

Best regards.

Hi Johannes,

I'm so sorry about the inconvenience caused to you. 

I spoke to our developer, he guaranteed that he had been working on your case. He said that he just didn't find any helpful workaround or solution to solve the conflict completely. He was afraid of frustrating you by getting back with no positive outcome so he didn't reply to you ever since. 

Although, I sent multiple reminders all these weeks, our developer said he was trying his best.  Indeed, there are many issues that our developers are incapable of troubleshooting at this time while we are experiencing an understaffed situation. Our developers are stretching too thin in order to keep up the plugin updates and provide support at the same time. Unfortunately, I can't do anything except urging our developer to hurry up. I wish I could do something more to help but I'm not a technical support agent, sadly.

We are sincerely sorry for the slow support speed and for the entiring waiting. So, as a way to make up for the wasted time, you can request a full refund of your payment. Kindly confirm then our staff will refund to your account as soon as possible.

About the solution, whenever our developer can come up with one, we will release a new update to fix it. You can kindly check back after some time. If you can't wait for our solution, kindly find an alternative for your needs. We hope that we will still have your support after all.

Best regards.

Hi Johannes,

Thanks for reaching out to me.

I have asked Dustin about your ticket yesterday. Today he said he already inserted the snippet into your site and it worked. Please check the screenshot he sent to you and navigate to that location on your site to check if the snippet is there. He marked your ticket as Resolved before leaving so he might haven't received your reply since then. 

Remember to clear the caches and cookies of your site and browser before checking again and provide more feedback with images & links. I'll send your feedback to him and reopen the case afterwards.

Best regards.