Could someone please explain how the support ticket system works
Up front I have to admit to feeling mislead and also slightly upset at how things are going with VB.
I placed a support ticket yesterday in regards to a problem after I upgraded to 3.8.4 PL2
In the confirmation email I got back this text was included at the bottom
>>>>
Please note, we are experiencing an extremely high volume of support requests at this time. All issues will be answered in the order they are received in and we will contact you as soon as possible. Thank you for understanding.
>>>>
22 hours later I still have had NO reply at all - that's bad enough but when I went to log into the ticket system just now I saw this message in the sidebar ....
Average response time
(last 30 support issues)
2 hr : 28 min
So now I am confused - if all tickets are responded to in order how can the last 30 tickets have bene responded to in 2h 28 mins bearing in mind they are answered in order ?
Surely this can only be true if no one at all has had a ticket responded to for 22 hours ?
Am I missing something ?
Up front I have to admit to feeling mislead and also slightly upset at how things are going with VB.
I placed a support ticket yesterday in regards to a problem after I upgraded to 3.8.4 PL2
In the confirmation email I got back this text was included at the bottom
>>>>
Please note, we are experiencing an extremely high volume of support requests at this time. All issues will be answered in the order they are received in and we will contact you as soon as possible. Thank you for understanding.
>>>>
22 hours later I still have had NO reply at all - that's bad enough but when I went to log into the ticket system just now I saw this message in the sidebar ....
Average response time
(last 30 support issues)
2 hr : 28 min
So now I am confused - if all tickets are responded to in order how can the last 30 tickets have bene responded to in 2h 28 mins bearing in mind they are answered in order ?
Surely this can only be true if no one at all has had a ticket responded to for 22 hours ?
Am I missing something ?
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