Long wait times for replies

[Tk111]

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. 

[Handy1]

@Tk111  Yes that’s correct 👍🏻 

[hTideGnow]

hi @Tk111 

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

[Tk111]

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. 

[Handy1]

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

[hTideGnow]

hi @Tk111 

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

[Tk111]

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

[Tk111]

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. 

[Handy1]

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

[Tk111]

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. 

[hTideGnow]

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

[BKNS27]

@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.

[Handy1]

@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