RESOLVED: Missing Support Tickets :(

ArtsyDragon

Hello,

I am a bit frustrated and need some advice/education. I recently changed my email address and when i went in to check the status of tickets that were active in the system for more than 2 weeks, they were gone. When I submitted a ticket asking about this, I get a cut and paste standard reply that isn't even close to addressing the issue reported (histoy gone) and then i get another response saying it'll be up to another 10 days before my issue will be looked at. So, now I'm looking at over three weeks before they'll even look at the fact that I lost my history and I have no way to check on the tickets that were submitted and never resolved yet. 

Has this happened to anyone else? I didn't realize that changing my password would screw with my support request history and make my open active unresolved tickets to disappear. 

Richard Haseltine

Yes, ZenDesk won't accept you under your new email so you need to temporarily revert it on the Daz side to get to your old tickets. It's frustrating, but I would imagine it's a ZenDesk issue.

ArtsyDragon

So, I just change my email back and I can see all the other tickets? 

Thank you. I was in a dark place earlier about this. Rock on, man.

ArtsyDragon

So I changed my email back and guess what? All the tickets were there! Thanks Richard!!

So in looking at the tickets, I found I was left a message that I am not allowed to report 2 missing file products on the same request. (Although it was requested by DAZ for another issue of updates failing to put them all in one ticket). Confusing.

So I get to wait over 2 weeks to get that one looked at even though it was reported last Thursday.

I am really starting to doubt DAZ here. If there's an issue, was it posted somewhere that I missed? I mean, having this mysterious and frustrating time laspse between ticket submission and a ticket being read properly is a hit to their image. Why buy things if so many things are going wrong? I know I'm going to tone down my purchases at this point. I've spent over 700 dollars in the last couple of months on goodies to beef up my content in prep for an art show. 

This makes me sad.