topic Re: Long wait times for replies in Get Support

Long wait times for replies

Tk111 — Mon, 19 Feb 2024 16:03:04 GMT

I sent a reply to CS on Tuesday to a message that CS sent a few days prior and when I didn’t hear back, I sent another reply on Thursday. How long does it normally take for a CS to reply to a message.

Re: Long wait times for replies

Handy1 — Mon, 08 Jan 2024 15:25:46 GMT

@Tk111 Usually with in the first two hours . But it can also be as long as 48 hours . Some memebers will tell you to keep submitting tickets every several hours . But this impatient approach can risk you ticket getting shuffled back down to the bottom of the.queue. I would just submit ticket and wait reply . If it’s been more than 2 days only then would I submit another ticket

be sure to check your inbox for their reply or you can use this link to to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Long wait times for replies

BKNS27 — Mon, 08 Jan 2024 15:26:05 GMT

@Tk111

It shouldn’t take that long for a CS_Agent to reply. Go to Messages, change from Inbox to Sent and reply to the original message for an update.

Re: Long wait times for replies

hTideGnow — Mon, 08 Jan 2024 15:27:35 GMT

hi @Tk111

did you check Community inbox for PM's agent reply?

from my experience, they usually reply within two to four hours.

if not , replybstill, please message them again https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Long wait times for replies

Tk111 — Mon, 08 Jan 2024 15:35:12 GMT

I have been checking my Community inbox as well as my regular emails for notifications. I’ve replied to the message and have submitted a new ticket over the weekend.

Re: Long wait times for replies

Handy1 — Mon, 08 Jan 2024 15:36:25 GMT

@Tk111 support will only reply here in the community via private message not email

Re: Long wait times for replies

Tk111 — Mon, 08 Jan 2024 15:36:33 GMT

I replied to the original message as well as started a new ticket over the weekend. I have sent another reply from the original message and have submitted a third ticket for this issue this morning.

Re: Long wait times for replies

Tk111 — Mon, 08 Jan 2024 15:37:26 GMT

I’ve sent another reply from the original message and have sent the third ticket regarding this issue this morning.

Re: Long wait times for replies

hTideGnow — Mon, 08 Jan 2024 15:37:36 GMT

hi @Tk111

maybe weekend and they are replying slower, you should get a reply today in couple hours

Re: Long wait times for replies

Handy1 — Mon, 08 Jan 2024 15:38:53 GMT

@Tk111 I have faith you will get reply today some point . Stay patient as you have and they will get to you eventually

Re: Long wait times for replies

Tk111 — Mon, 08 Jan 2024 15:39:17 GMT

I understand that but I will get an email notification to sign into the Community because I have a new message waiting. I cannot read the message nor communicate through my email.

Re: Long wait times for replies

hTideGnow — Mon, 08 Jan 2024 15:40:20 GMT

hi @Tk111

yes, the default settings is that PM will send you an email alert. 🙂

Re: Long wait times for replies

Handy1 — Mon, 08 Jan 2024 15:47:27 GMT

@Tk111 Yes that’s correct 👍🏻