Is Anyone Else Having A Long Wait For Tickets ATM?
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I didn't know whether or not it was appropriate to make a topic about it, but I'm starting to get concerned my ticket floated off into outer space at this point.
Has anyone else submitted a ticket today/yesterday and experienced a much longer than usual wait for a reply? I sent mine in about five and a half hours ago, and it hasn't even been assigned to anyone yet... in my experience, I've never seen wait times go beyond an hour. Is there something wrong here? Or is the staff just overwhelmed and busy elsewhere? Because I'm a little worried my issue will be more difficult to sort out as time goes on, assuming they can even check it in the logs.
I imagine it's because of the time of the day and the day of the week, -- if you sent it about 5 and a half hours before your post, that's about 8pm on a Friday night. I'm sure they'll get to you as soon as possible.
True enough. It just wasn't typical of my usual experience (even in the evening on a weekend, honestly) so I wasn't sure if this was yet another strange site glitch due to the updates, or if my ticket got eaten somehow, or what. I'm sure you're right though !
It can take as long as three days to get assigned, depending. I'd only worry about it after that time.
Subeta's customer service is awesome and they will not forget about you, so I guess it backfired a little that they've been able to be that quick in the past.
We do try to get to tickets as quickly as possible, but if someone is taking vacation time or has an extra day off for whatever reason (doctor's appointment, day trip, mental health day, etc.) then it can throw things off. Our department is pretty small, especially compared with the way we had it staffed in the past, so little things can create additional delays. And this past week or so has been a bit wonky for us.
Most places have a 2-3 day response time, though, so I think an overnight wait isn't too bad.
That said, sorry for the extra wait!
I am as well.Created a ticket 3 days ago, it was assigned and responded to on the same day, I responded and answered the questions and I haven't heard back since and my profile is still broken.
When bugs are involved, it means getting the programmers involved. Multi-staff tickets take longer. If you go over 3 days with no response whatsoever, please file another ticket (feel free to title it ATTN:Dill or ATTN:Rasputina) and a manager will find out why you haven't heard from anyone. Even if there is no news to report, you should be receiving check-in responses from your assigned staff member.