No response to ticket for three days

[Bell thorpe]

For quite a while I used to point out (usually to new forum members) that the forum is not a JPC support channel, and that the best mechanism was to raise a ticket. I stopped doing that when I saw how the increasing number of posts describing problems with tickets not being read properly, not being escalated properly, and so on.

I've always had pretty good support through the ticket system, and never imagined that I would be posting about a ticket here myself.

I opened ticket 13466329 three days ago. Low priority.

2011-12-27 / 02:10:09 Ticket created

2011-12-27/ 02:20:01
"A customer service representative has begun working on this issue". 10 minutes, not bad.

2011-12-27/02:21:36
CSR asks me a question

2011-12-27/02:43:32
I reply.

2011-12-27/02:59:30
"A customer service representative has begun working on this issue".

2011-12-27/03:03:03
"We are escalating your ticket to our senior staff to check your configuration for errors and reinstall any required dependencies. Please stand by; we will address this issue as soon as possible". Pretty quick!

2011-12-27/03:12:43
A customer service representative has begun working on this issue.

2011-12-27/03:13:05
"I'm forwarding this ticket on to our senior support staff for further assistance".

That was three days ago. Nothing since.

As I said, it's low priority. The issue causes no real problem. But I cannot fathom how a ticket can sit in the queue for three days without any action.

[JPC-Les]

Sorry about that. The rep that was escalating your ticket flubbed the job and the ticket stayed in the same queue and was left awaiting your reply which was obviously the wrong thing. I moved the ticket where it was supposed to go and the techs will hop on it ASAP.

[Bell thorpe]

Thanks for that Les.

[JPC-Les]

Glad to help. Also wanted to mention in the support ticket interface there is a link to escalate the ticket yourself. If you see a ticket seeming to stagnate or something isn't going right click that and it will give you a box to fill out what you want us to know. When you click submit it goes to management and raises a flag. We can't jump on all the escalations immediately but the staff checks them all day long and in this case I think it would have solved your problem too. Never feel like you can't raise issues here, I only want to point out the tool for anybody to use if they need it.