Question About Putting in a Tech Support Ticket
melanie
Posts: 806
I'm putting this in the Commons rather than the Technical forum, because more people see this forum than the other, I think.
I put in a tech support ticket on June 18. I realize that's only eight days ago, however, I just wonder if I should have received some sort of automated confirmation email that my request was received. I've heard nothing from them so far. I know there is probably a long list of other customers waiting for tech support and I'm just somewhere in the queue, but I have no idea if my request was received. It's been a long time since I last requested tech support, so I can't remember if I received any kind of notification that my request was received and that I would be helpef when my turn comes up.
Thanks.
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Comments
Sometimes I get a response... other times it is months or years or never. I really depends I guess on the nature of your problem. I agree the tech support forum is hit or miss.
The better & more detailed your ticket the more likely you are to get a response sooner even though it takes an hour or so to create a really good ticket.
I still have an open ticket I submitted 8 months ago for the Morphing Dress. Still no updates.
One of my tickets was closed because DAZ deemed my issue was trivial. "The error is not visible during normal use" or something like that.
My texture report for one of Aeon Soul's products was fixed in around 2 weeks.
You should get a confirmation email when you submit the ticket, then an auto-repsonse when it is picked up by a person, and then a proper response once the person has looked into it (which may take more or less time depending on the issue). If you haven't received anything check that the ticket is in fact there, and that it hasn't had a response you missed (use the same Contact Us link to get to Zendesk, you may well need to click the Log In link on arrival to get access to your tickets)..
Those auto responses seem to be hit or miss for me. Sometimes I get them and sometimes I don't.
Same here. Autoresponses do not automatically show up, and appear maybe a third of the time if I don't receive a more immediate answer. Generally I only see those on Friday around 3 PM Daz time if I haven't already received a response before then.
Support seems more like triage to me. If the product is new and the bug large enough it will get fixed otherwise it seems if the bug is small it is unlikely to be resolved.
Mine is not new or something other people are having. My Michael 7 face and body morphs have disappeared. I've uninstalled and reinstalled several times, but to no avail. He looks like the generic G7M without the Michael face and body appearance. Anyway, I had a long post over in the Tech forum, but none of the helpful suggestions worked for me. It's still broken, so I put in a ticket for tech help. I guess I'll just wait and see if I hear anything. I was just curious if anyone else had a similar issue hearing back from Tech support when a ticket was put in. I miss my Michael!
How did you install m7?