I am writing to you as someone who works for an IT company. I work for a hosting company and we host a wide variety of different customer’s servers. We use a ticket system ourselves and we have different phone lines for different departments. In our ticket system we guarantee a response in under 24 hours and that is considered long in the business.
I find it shocking that I cannot call you, I have tried, I was up today between the hours of 10am and 12 where the phone line option was greyed out. I find it even more shocking your live chat support is still greyed out. The worst of all is I find it terrible that I raised a ticket over two days ago and still have not received any feedback! Not even a message to say you are investigating said ticket.
This is awful service, I would be fired from my job if I even left a ticket over night. I have even been reprimanded by my bosses for letting a ticket go ignored for over an hour because I was busy with other tickets. I was told to respond to their ticket, telling them that we received it and it would be looked at before an hour has passed.
Is someone going to look at my ticket? Is someone going to do something about it?