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I had a frustrating experience with SE support recently.

I contacted SE support around the beginning of this month to deal with my account issue. I received a reply from them a week later asking more details about my issue. I replied them with a link describing my issue. There was no response from them. They later sent a email saying that my case will be closed if I don't answer them in few days. I followed up with them with email clarifying my issue. Again, there was no response. Later they abruptly closed case because I haven't replied to them. It seems like my replies got ignored.

This week, I contacted the support again to reopen my case. They again replied that I still haven't provided sufficient details about the issue, as if they haven't seen my replies at all.

I wonder what is happening on their side. How do they deal with email replies?

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    Replying to a support email should copy it to the ticket. You can go to stackenterprise.freshdesk.com/support/tickets to see your tickets directly. Make sure to change the filter to be "All tickets" and not just "Open or pending" if it was auto-closed. Commented Jul 29 at 21:32
  • @Spevacus I can't log in with my SE account unfortunately (I also can't create an account for some reason). Commented Jul 29 at 21:55
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    Have you tried signing in with Google? Commented Jul 30 at 2:22
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    @W.O. I no longer use Google sign in Commented Jul 30 at 2:39
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    You can create an account at support.stackenterprise.co/support/signup. As long as you use the same e-mail address, you will be able to see your tickets. Commented Aug 4 at 14:57
  • @Juice I tried but it said that my email address is already in use. Commented Aug 5 at 4:57
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    @Juice That is incorrect. Your system is automatically creating pre-deactivated accounts for all emails you receive so it’s not possible for us to either create a new account or do a password reset. If it is intended to work, otherwise it’s broken. But given how many times the support system has had weird behaviour configured to discourage anybody from actually seeking support, I’m pretty sure this is intentional behavior, it just might have been from the past and nobody wrote down the reason. Commented Aug 24 at 19:18

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+50

I looked over your tickets and can confirm we did respond. If there’s no reply within a certain timeframe, the system automatically closes the request, that’s why you saw them marked as “case closed.”
We also ask that each ticket cover just one issue, so nothing gets lost in a long thread. All of your requests did get replies, though some closed before we got a follow-up.
If you’d like to revisit a specific issue, please open a new ticket for that one and we’ll be happy to help.

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    This seems to miss the point of the question. The OP complains that support didn’t respond to their replies, not that support didn’t respond at all. That you think there’s wasn’t a reply within a certain timeframe or that you didn’t get a follow-up from them is exactly the problem. Commented Sep 11 at 17:22
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    If there’s no reply within a certain timeframe, the system automatically closes the request, that’s why you saw them marked as “case closed.” Actually, in one of my tickets, I did reply yet the system closed my case which seems puzzling to me. I think there is a bug of some sort. Commented Sep 12 at 6:22
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    Since my issue is not resolved, please put the status-review tag back please. Commented Sep 12 at 6:29

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