Our support team strives to provide quick and efficient responses to technical challenges. In order to help gather the necessary details and efficiently troubleshoot issues it may be necessary to request some additional information from you.
When this is done the ticket will go into a pending state to indicate support is waiting to hear back from you with either more information, an answer to a question or with the results of a troubleshooting suggestion.
When your ticket is put into pending, an automated follow-up will occur every 24 hours reminding you that the ticket is waiting for a response with additional details. This will happen for 4 days. If, on day 4, we haven’t received a response from you, your ticket will be marked as resolved automatically and you’ll receive an email advising you of this.
If the issue is not resolved, you can reply to the email and this will automatically reopen your ticket with us. In this instance, you need to provide the current status of the troubleshooting, along with any information that may have been requested, and the ticket will continue once more.
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