Follow-Up on Unanswered Support Requests via Plugin/Website

  • Resolved Carlos GOMEZ

    (@cgomezg)


    1 month, 2 weeks ago

    Do you have a way to track support requests submitted through the plugin or your website for the paid version? I submitted several requests but never received any confirmation emails, and I can’t see the tickets on your website either. This created some uncertainty during the plugin installation, especially since we encountered several issues. This was over two weeks ago.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support robiub

    (@robiub)

    1 month, 2 weeks ago

    Hi @cgomezg

    Thanks for reaching out.

    We actually send an automatic reply for every ticket we receive, so if you didn’t get a confirmation, it’s likely something on your email provider’s side.

    I just checked our system and I did find your most recent ticket, and we’ve already sent a prompt reply through our private support. To figure out if your main email is having delivery issues, could you please try sending us the request from a different email address?

    Lastly, since we’ve confirmed you are a Premium user, we have to close this public thread, since we follow WordPress regulations, we handle all paid support privately.

    I wish you a nice day!

    Kind Regards,
    Roberto

    shustus

    (@shustus)

    1 month, 2 weeks ago

    Hi @robiub ,

    Just a quick note about the ticket system: I also created a ticket about 2 weeks ago, and didn’t receive an automatic reply (i.e., ticket number).
    Just created a ticket again, and now I get a reply. Maybe a coincidence, maybe a (temporary problem on your server side…

    • This reply was modified 1 month, 2 weeks ago by shustus.
Viewing 2 replies - 1 through 2 (of 2 total)

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