Reason for asking is that they still haven't responded to a ticket that I created on 7th of June. Does anybody know if this is normal? What's the usual response time?
The oldest ticket we have in our system that has not received a preliminary response yet is just over one day old. Typically we respond to tickets within two business days. Please provide your ticket number and I will look into this for you.
My ticket is #2018060817004701. By the way, there seems to be an issue with the automated email being sent soon after a new ticket has been created.
We are currently working at full capacity to respond to customer enquiries in a timely fashion.
In order to achieve this goal and speed up the response time, we prepared a selection of answer options related to your particular issue.
If the listed suggestions solved your issue, click on "Yes". The request will be successfully closed.
If none of the suggested answers are helpful, click on "No"!
The content of the email suggests a user response is required. e.g. to click No if we still require help. However, Gmail does not show any options to select. Instead, I replied to the email stating that I need help. I received an autoresponder acknowledgement to this but no human reply.
Thanks for your assistance.