12-30-2023 12:49 PM
Just want to know how long does it normally take for support to provide a response to an open ticket? I opened up a couple of tickets and it's been over 36 hours and still no response. My understanding was that they respond within 6 to 12 hours. Is there any way to escalate?
12-31-2023 03:55 PM
It has been more than 48 hours and there is still no response. I am still waiting to have my issue resolved.
12-30-2023 02:21 PM
Make certain you’re checking here for their reply @nmodi :
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage/tab/outbox
12-30-2023 02:05 PM
@hTideGnow The chat bot doesn't even work to log a ticket.
@nmodi I'm assuming they're just short staffed this week because of the holidays. Normally I find it's between 2-12 hours.
12-30-2023 01:44 PM
12-30-2023 12:57 PM
During Black Friday I found it was taking a day or so. A few days after, it was quite a bit quicker. Perhaps with Boxing Day it was a little slower again.
12-30-2023 12:54 PM
It should take between 15min and 24h. Sometimes longer... Do not forget it is holidays and PM might work with reduced saff.
12-30-2023 12:51 PM
@nmodi Usually with in the hour sometimes longer . But it can take up to two days in rare cases . Some will suggest to submit another ticket if you waited more then 2 hours . But this can also send you back to the bottom of the que . So I just send one ticket and wait it best practice from my experience
12-30-2023 12:50 PM
HI @nmodi
did you open by chatbot or message? usually agent reply in an hour or two , but depends on the tickets load of course
try again using message
please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437