26 posts
  • 3 Years of Membership
  • Affiliate Level 2
  • Author Level 4
  • Collector Level 3
+2 more
arrowsuites
says

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.

689 posts
  • Affiliate Level 3
  • Author Level 6
  • Beta Tester
  • Collector Level 4
+5 more
UBLThemes
says

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.

26 posts
  • 3 Years of Membership
  • Affiliate Level 2
  • Author Level 4
  • Collector Level 3
+2 more
arrowsuites
says

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.

822 posts
  • 6 Years of Membership
  • Beta Tester
  • India
  • Exclusive Author
+1 more
laranz
says

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 2ยข

6839 posts
  • Envato Team
  • 5 Years of Membership
  • Canada
  • Envato Live Participant
+13 more
KingDog
Envato team
says

Email me the ticket number and I’ll get it fast tracked – travis at envato dot com

8176 posts
  • Author Level 6
  • Trendsetter
  • Weekly Top Seller
  • Community Superstar
+8 more
doru
says

In the last 12 months the marketplace has doubled in size which i bet the support issues have more than doubled.

if the marketplace expanded then the support team needs to grow. one week or more is not a great message to buyers.

822 posts
  • 6 Years of Membership
  • Beta Tester
  • India
  • Exclusive Author
+1 more
laranz
says

^ and authors,

they recently post about a vacant in the support. Did they hire person??

26 posts
  • 3 Years of Membership
  • Affiliate Level 2
  • Author Level 4
  • Collector Level 3
+2 more
arrowsuites
says

Email me the ticket number and I’ll get it fast tracked – travis at envato dot com

Thank you, will do.

6839 posts
  • Envato Team
  • 5 Years of Membership
  • Canada
  • Envato Live Participant
+13 more
KingDog
Envato team
says

^ 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.

by
by
by
by
by
by