Support tickets Thread poster: Andrea Ali
|
|---|
Andrea Ali 
Argentina
Local time: 18:34
Member (2003)
English to Spanish
+ ...
Hi!
I was wondering how long does it take for a support ticket to be assigned to a Proz member.
I sent one about 12 hours ago and it still reads unassigned.
It would be nice to hear somebody has read my request. Mind you, I am aware this is not the only request/problem that needs attention but I feel I am talking to a machine.
My previous ticket was quickly answered and solved. ... See more Hi!
I was wondering how long does it take for a support ticket to be assigned to a Proz member.
I sent one about 12 hours ago and it still reads unassigned.
It would be nice to hear somebody has read my request. Mind you, I am aware this is not the only request/problem that needs attention but I feel I am talking to a machine.
My previous ticket was quickly answered and solved. Maybe I did something wrong?
TIA!
Andrea ▲ Collapse
| | | |
| waiting for days.... | Jul 5, 2006 |
and i know i am not the only one!
| | | |
Andrea Ali
Argentina
Local time: 18:34
Member (2003)
English to Spanish
+ ...
TOPIC STARTER | Not encouraging at all! | Jul 5, 2006 |
Hi Patricia,
Sorry to hear about this. I have experience with this ticket system (from a service provider) and it really does not work, at least not as one would expect
Cheers,
Andrea
| | | |
| I think the staff who answer are on holiday | Jul 5, 2006 |
I submitted a support ticket on 18th June, and I am still waiting for the answer. I asked for a broken link on the site to be fixed.
Astrid
| | |
|
|
|
Andrea Ali
Argentina
Local time: 18:34
Member (2003)
English to Spanish
+ ...
TOPIC STARTER
Hi Astrid,
Long one... And I was worried about 12 hours...
Is the service available or do we have to email sb in particular or...?
Anybody?
Thx!
Andrea
| | | |
| Be patient... | Jul 6, 2006 |
Andrea Ali wrote:
Hi!
I was wondering how long does it take for a support ticket to be assigned to a Proz member.
I sent one about 12 hours ago and it still reads unassigned.
Andrea
Please read this, Andrea. My most recent experience with support tickets...
- June 22 --> Support ticket sent (staff only.)
- June 24 --> Support ticket replied by Patrick Dotterer (though only informing me that my support ticket was being referred to Justin.)
- Unknown date --> Support ticket assigned to Dwayne.
- July 05 --> New support ticket created to inquire about my initial support ticket (not kidding), and average time need by Proz to process and close a "staff only" support ticket.
Good luck, Andrea!
ALEJANDRA
| | | |
Nikki Graham
United Kingdom
Local time: 22:34
Spanish to English
| Where is the support ticket info? | Jul 6, 2006 |
I sent a support ticket yesterday, or at least I thought I had, but I cannot find it anywhere. I've found a "past support tickets" button, which has no info in it whatsoever (despite the fact that I have sent support tickets before). So can anyone point me in the right direction to check on this before I send the support ticket again (as I thought they were at least acknowledged by an automatic email, which I haven't received).
Thanks
| | | |
Mihai Badea (X)
Luxembourg
English to Romanian
+ ...
| Link to the ticket page | Jul 6, 2006 |
Nikki Graham wrote:
I sent a support ticket yesterday, or at least I thought I had, but I cannot find it anywhere. I've found a "past support tickets" button, which has no info in it whatsoever (despite the fact that I have sent support tickets before). So can anyone point me in the right direction to check on this before I send the support ticket again (as I thought they were at least acknowledged by an automatic email, which I haven't received).
Thanks
If you go to http://www.proz.com/tickets , you should be able to see all the tickets you submitted so far. If it is not there, something may have gone wrong with the registration and you may need to submit your ticket again.
| | |
|
|
|
Nikki Graham
United Kingdom
Local time: 22:34
Spanish to English
Mihai Badea wrote: If you go to http://www.proz.com/tickets , you should be able to see all the tickets you submitted so far. If it is not there, something may have gone wrong with the registration and you may need to submit your ticket again.
Many thanks. It is there.
| | | |
| We are addressing the support issue | Jul 6, 2006 |
Hey ProZians,
Thanks for your responses.
I realize your frustration and concern about your support tickets, since recently we have not responded and handled support as efficiently as we would like. But please understand that our goal is to provide quick and efficient support to all users/members.
Please know that we are presently in the process of hiring a new support lead and another support developer so we can respond to tickets much quicker. For now, I... See more Hey ProZians,
Thanks for your responses.
I realize your frustration and concern about your support tickets, since recently we have not responded and handled support as efficiently as we would like. But please understand that our goal is to provide quick and efficient support to all users/members.
Please know that we are presently in the process of hiring a new support lead and another support developer so we can respond to tickets much quicker. For now, I will personally look over your tickets that you've sent in and have our support developer look them over, if needed.
We apologize for any inconvenience we may be causing you.
Regards,
Patrick ▲ Collapse
| | | |
Andrea Ali
Argentina
Local time: 18:34
Member (2003)
English to Spanish
+ ...
TOPIC STARTER
Hi Patrick!
Thank you for being here
My ticket has finally been asigned today.
A huge kiZZ,
Andrea
| | | |
Andrea Ali
Argentina
Local time: 18:34
Member (2003)
English to Spanish
+ ...
TOPIC STARTER
I just want to let you know that the bug has been spotted and it is being solved.
I hope all the other bugs can be solved soon
Andrea
| | |
|
|
|
Gina W
United States
Local time: 17:34
Member (2003)
French to English
| I've been waiting for over 2 weeks | Jul 18, 2006 |
for an answer to my support ticket. It was assigned to someone within a couple days, but since then I have heard nothing. I've inquired twice, each time giving the site staff a little time in between to have actually tended to my request, and still nothing. Not sure why.
| | | |
Login to reply/comment 
