[SOLVED] Following up on my 2-week-old ticket

General Topics
1

Hi. I’m trying to follow up on a ticket I put in about 2 weeks ago. I had received an auto-reply and escalation within an hour of filing the ticket, but nothing since. I tried replying to the email convo 2hrs ago, and got another auto-reply that pointed me here. Could someone help me out? Personal info is involved so I’d rather continue this via DM or through the ticket convo.

2

If you’re receiving an auto-response on a reply to the email, that means your email client is not properly threading emails, so it is being created as a new ticket. What email host and client are you using?

3

I’m using Gmail.

4

I don’t know what the support email said about here. But this “Community” is mostly other users like yourself and not FW support people.
So, my advice is one of the following:

  1. Pursue the particular problem item you have with FW support. The “Community” is not really a path to reach FW support.
  2. Describe the particular problem here in the hope that other users here might be able to help.
5

Thank you for your advice. I would happily take it up over the support ticket email, but as mentioned in my op, I sent a follow-up message there, first, and have only received an auto response that directed me here. :v:

Edit: Also, I would detail things out here, but it’s more of an account situation and I’m not going to share personal info on a public forum, which is why I asked for DMs or a response thru the ticket.

6

I’d personally open a second support ticket as this is 2 weeks late and you can’t actually reply to that one.

You could open a new one specifying the fact that there’s already one that’s pending a reply.

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7

Thanks! I might try that. I didn’t know there was a timeout for replies to tickets.

I wonder if there’s a reminder message on the other end for idle tickets?

Edit for mods: I know there’s another post somewhere about not flooding the ticket queue with duplicates.

8

There’s no timeout, and, unfortunately, without a support ticket system where we could see the status of the ticket and all the replies, this is just guesswork.

I wish Framework had a ticket system where we could see the status of our tickets.

I’m currently on day 2 just waiting for the collection label after I confirmed that I have the same address as the one used for my order.

9

hey there, I see that you received a reply 9 hours ago, looks like the team is still working on your request.

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10

Thanks, @Destroya! I’m not sure what had happened with Gmail, but I just received it.

I’ll update the tag.

1 Like