I've submitted three support tickets in the past two days.
Two of which were instantaneously set as "Solved" the moment the e-mail arrived!!
I then had to open a subsequent "follow-up" ticket to the original.
This is incredibly worrisome and discouraging.
I'd encourage everyone to look at their open cases online to make sure you're not waiting patiently only to discover your ticket has been closed!!
Regards,
-Eric
Hey there @epommerer,
What you are seeing there is actually our automated system putting your requests together! You should absolutely still be responded to in order to go over the behaviors you've seen. These tickets are simply being combined together. The support team will still be reaching out to you in regards to these tickets :).
With that in mind, thank you for this feedback, i'll certainly get it reviewed by my team!
I've lost all confidence that the team is capable of "answering each of our topics of discussion"
As a matter of fact, the same topic has been arbitrarily set as solved not once but twice without so much as a question or comment.
The practice of lumping completely different issues into a common ticket and then marking all as "Solved" is absurd.
We've been testing (and paying for) the enterprise version and have yet to develop basic solutions for our production environment. Then manner in which support is unable to even *manage* issues much less provide meaningful responses has left us completely discouraged.
THIS IS ALSO HAPPENING TO ME and it is SUPREMELY annoying. If it's a 'technical' glitch then the support oversight team should have fixed this months ago since that's how long it's been happening to me. My tickets are not getting merged. They are getting closed. And there's no way through the helpdesk platform for the customer to re-open a closed ticket. (Well, there IS an option but ShipStation have this feature disabled).
I tried hopping on chat to report this issue and no matter how much I tried the agent I was chatting with was not willing to let me chat with a manager or give me any additional contact info. He insisted there were no managers available, and insisted email and chat were the only channels for support. In other words, the complaint stopped with him.
Tried reaching out to ShipStation via LinkedIn. No response. No phone number for tech support. No way to contact management. Maybe I can't help but think the work-from-home culture means agents are largely unsupervised and can just randomly close cases to keep their numbers up. I have no proof of this but it sure seems that way. It's really annoying. Some of my technical questions have caused hours and hours of lost productivity for my company. Other tickets are STILL not answered. WHERE IS MANAGEMENT to address these issues?
I received a response on the Wed. before Thanksgiving at 7:24pm to a ticket I re-opened twice.
On Monday I discovered an e-mail from SATURDAY that warned if I didn't respond, the ticket will be closed the next day (SUNDAY!)
Hey Shipstation. Add this to your "automation rules": Don't close tickets due to no response on HOLIDAYS AND WEEKENDS.
For Pete's sake.
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