- Bought between 10 and 49 items
- Exclusive Author
- Has been a member for 1-2 years
- Referred between 10 and 49 users
- Sold between 5 000 and 10 000 dollars
- United States
When I first joined the Envato marketplace, I used to get support ticket responses in less than a day. Now, I go a week or more until I finally get a response. Messaging the Twitter handle always gets it sped up but they haven’t been online in 7 days.
So what’s the deal? Why is support taking so long lately.
I have a ticket in queue that is pretty urgent.
- United Kingdom
- Sold between 10 000 and 50 000 dollars
- Exclusive Author
- Most Wanted Bounty Winner
- Interviewed on the Envato Notes blog
- Referred between 10 and 49 users
- Bought between 10 and 49 items
- Microlancer Beta Tester
- Has been a member for 1-2 years
I think the support team are doing a ok job, i bet they get a lot of support tickets everyday so to answer each one within a day or 2 is a little hard to do.
In the last 12 months the marketplace has doubled in size which i bet the support issues have more than doubled.
So since you joined twice of much people are asking for support, so waiting times are twice as long.
If i can remember Envato have stated they are working on it and will be hiring more staff, but dont quote me on that.
- Bought between 10 and 49 items
- Exclusive Author
- Has been a member for 1-2 years
- Referred between 10 and 49 users
- Sold between 5 000 and 10 000 dollars
- United States
UBL : Yes they do a good job when they finally respond. But I have a ticket that was submitted 9 days ago (Oct 7) and has gone unanswered. That is unacceptable in my opinion.
- India
- Microlancer Beta Tester
- Beta Tester
- Has been a member for 4-5 years
- Referred between 1 and 9 users
arrowsuites said
UBL : Yes they do a good job when they finally respond. But I have a ticket that was submitted 9 days ago (Oct 7) and has gone unanswered. That is unacceptable in my opinion.
Maybe its not answered because the concern staff/Dev (according to your question) are not available. It took time according to its complexity. my 2¢
- Has been a member for 3-4 years
- Attended a Community Meetup
- Repeatedly Helped protect Envato Marketplaces against copyright violations
- Bought between 50 and 99 items
- Canada
- Community Ambassador
- Beta Tester
- Contributed a Tutorial to a Tuts+ Site
- Envato Staff
Email me the ticket number and I’ll get it fast tracked – travis at envato dot com
- Community Superstar
- Italy
- Sold between 10 000 and 50 000 dollars
- Has been a member for 4-5 years
- Microlancer Beta Tester
- Beta Tester
- Repeatedly Helped protect Envato Marketplaces against copyright violations
- Exclusive Author
- Author had a Free File of the Month
- India
- Microlancer Beta Tester
- Beta Tester
- Has been a member for 4-5 years
- Referred between 1 and 9 users
^ and authors,
they recently post about a vacant in the support. Did they hire person??
- Bought between 10 and 49 items
- Exclusive Author
- Has been a member for 1-2 years
- Referred between 10 and 49 users
- Sold between 5 000 and 10 000 dollars
- United States
KingDog said
Email me the ticket number and I’ll get it fast tracked – travis at envato dot com
Thank you, will do.
- Has been a member for 3-4 years
- Attended a Community Meetup
- Repeatedly Helped protect Envato Marketplaces against copyright violations
- Bought between 50 and 99 items
- Canada
- Community Ambassador
- Beta Tester
- Contributed a Tutorial to a Tuts+ Site
- Envato Staff
laranz said
^ and authors, they recently post about a vacant in the support. Did they hire person??
We actually hired several and they’re been trained up as we speak 
The ticket times have already started to drop. Some of them, as mentioned by laranz, take a bit longer due to their complexity or if a specialized staff member needs to look into them.
