Support Question marked SOLVED before seen

Answered

Douglas Welch

• July 12, 2019 16:43

I don't know if this is a bug but having just posted a Technical Support Question - When I came to review it minutes later I noticed it was already marked as SOLVED before it had been replied to.

Has anyone else come across this?

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  Rick Sammartino Community moderator

  • July 12, 2019 16:51

  It depends on what you reported. If it's something they already know about and will already be addressed in an upcoming update, they yes, solved makes sense.

  If this isn't the case, then you should have a reference number to reply with to say it's not actually solved.

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  Kahlie Support manager

  • July 12, 2019 17:09

  Hi Douglas, it looks like you received an automatic response to your latest ticket with troubleshooting instructions. If you reply to the ticket, it will reopen your request.

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  Douglas Welch

  • July 13, 2019 13:42

  Thanks Rick & Kahlie for responses. I was not aware of how system worked but now will respond because I actually asked for specific info/guidance that would be specific to my system and that would not be covered by auto responses. 

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