I'm sorry to hear that your ticket has been left unanswered. This is definitely not typical and is not how ticket response times are supposed to work if your ticket has been assigned to someone in the Customer Service & Support Department. Other departments have other ticket protocols and may have longer response times. I will temper that by adding that if your ticket has been escalated to management, you may also experience a longer-than-average wait time due to ticket load and other managerial responsibilities, and sometimes delays occur due to real-life circumstances beyond our control. Again, I am very sorry for the lack of attentiveness to your ticket, and it has been brought up with the individual assigned to it and should be responded to soon. What you are experiencing is definitely not within the norm.

In the future, if you ever get a ticket assigned to a Customer Service & Support individual and it seems to have fallen by the wayside, please -- and I realize that this seems counter-intuitive, but it's the best way to do it -- please file a ticket explaining that it has been an unreasonably long period of time. It will bring it to the attention of a supervisor and allow us to resolve it more promptly. (We do ask that you not abuse this, however; a lack of response over the course of a few hours or a few days is not something to be reported. Tickets are not a live chat. Obviously, that's not the case with THIS ticket, but we have received complaints about lack of response after less than an hour, so it needs to be mentioned. :) )

We have been working very hard to round up the last tickets that were previously delayed for an assortment of reasons -- including those belonging to a staff member that is no longer a part of our team -- but there are a few out there right now due to some very unfortunate real-life issues. We appreciate your patience while we try to get it ironed out.

Those portions of my post were for the general public at large and clearly not intended to be aimed at you -- I specifically indicated that it does not apply to this ticket. I apologize if that was unclear. You have been more than patient, and I totally understand your frustration right now. My mentioning that a ticket to notify supervisors was the best course of action if this happens again was intended to be helpful, not chiding. Your ticket fell by the wayside due to some unfortunate circumstances and again, you will receive a response soon. Thank you for your enduring patience so far!

Hey everyone -- we're aware of this issue and working internally to resolve it. We truly pride ourselves on responding quickly to tickets and taking care of user issues, it's the thing that separated us early on from Neopets and other sites.

Without going into too much detail, our ticket system is one of the oldest pieces of the site left at this point. Internal tools (or tools like ticketing systems) are always the last to get updated because the impact doesn't feel that great instead of doing things like releasing new features or fixing bugs on the user facing parts of the site. So, the experience for UAs is incredibly frustrating.

For example (in this case) if someone is having issues related to COVID or other health problems, we can easily give that staff member the time off that they need, however getting their tickets reassigned is a pain. Actually almost impossible to make sure they're all moved over and have the correct new owners, etc.

These are very common features in ticketing systems that you incorporate from outside (like happyfox, or others) and so we're looking into replacing our aging ticketing system with a modern system that allows for merging, automatic responses, closing similar issues and for the UAs to easily be able to move around tickets if they get "stale". It'll cost us more money, but be absolutely worth it to make sure that these issues don't' come up again. I hope to have an update for you soon on this front (it takes a lot of time to vet the options, see how they'd work connecting to our internal data, moving over tickets, etc)