05-26-2023
02:41 AM
- last edited on
05-26-2023
12:32 PM
by
computergeek541
I sent a direct message regarding an issue I had. I tried sending a ticket before but it usually timed out with the new portal/website.
It was recommended that I send a direct message, but I'm not sure how long it usually takes to receive a response or solution. I understand it's a busy time, but are there projected timelines?
05-26-2023 04:53 PM
I sent the message on Wednesday so I was wondering if it takes days instead of hours...
05-26-2023 04:45 AM
It also depends on when you placed the pm. Staff hours are 9:00am to 10:00pm EST.
If you are on Pacific time then 7:00pm would be the latest a CS_Agent will get back to you. If it is near the end of their shift then they will get back to you the next day by pm.
05-26-2023 02:46 AM
You might luck out and get a reply from the overnight CSA otherwise you will likely hear from them in the morning. A normal response is usually within an hour but I imagine the pm overhaul is keeping them extra busy so expect at least a 3 or 4 hour wait for a reply in your private message box.