ticket priority?

ThemeBurn SupportForumsGeneralGeneral Questionsticket priority?

I have 2 tickets, both with severe impact on my store and with 5 days and any kind of answer on yours side, and i see tickets posted a day or two that are being answered…
I thought the priority policy is a queue where the tickets are treated in the creation/modification order, but i feel that my tickets are ignored :) , can i at least get a headsup as someone is looking into it, as i am really stuck and i cannot even rollback and it gets frustrating.

December 20, 2016 at 10:10 pm #54535


There is no ticket priority. Some problems however take more time to get resolved. E.g. a small CSS glitch cannot be compared to a more complicated PHP error.

We are not enterprise company with 24/365 dedicated support staff, but we try to help everyone within a reasonable amount of time. Yes, it sometimes takes days or even week or two- it depends of the complexity of the problem. This is how this ecosystem works.

ThemeBurn team

December 21, 2016 at 5:01 pm #54563
Viewing 2 posts - 1 through 2 (of 2 total)
  • The topic ‘ticket priority?’ is closed to new replies.