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  • How long do tickets normally take?

    Hey,
    How long do tickets normally take to get a reply?

    Have a pretty urgent ticket open since 4pm yesterday and haven't got any reply to it.

    Thanks
    John
    John Diver

  • #2
    somethings up

    send another one

    i know they dont want you to but if its urgent and they havent answered since 4pm yesterday what are you supposed to do?

    send another one... they will understand

    Comment


    • #3
      We usually take anywhere between 5 minutes and an hour.
      Can you provide me with the ticketid?
      Best Regards
      Colin Frei

      Please don't contact me per PM.

      Comment


      • #4
        Thanks

        The ticket ID is 255211.

        Appreciate the help.
        John Diver

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        • #5
          Tickets are assigned only to one person, and Martin is probably asleep at the moment
          I'll take over that ticket and reply there.
          Best Regards
          Colin Frei

          Please don't contact me per PM.

          Comment


          • #6
            Mine usually never take anymore then an hour for a reply..
            MCSE, MVP, CCIE
            Microsoft Beta Team

            Comment


            • #7
              Some tickets require a longer response time because we have to look at ticket history, review accounts, discuss issues with other staff members, look through certain things on the installed forum, run tests on localhost to try and reproduce it, confirm if it is a plugin issue, vb bug or something else. We sometimes have to look for help from php/mysql knowledge basis and bug tracker to see if it is the combination or third party software causing it, etc.

              Our main site has the average response time from the last 30 tickets.

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