1 post
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colinvalnion
says

Just checking to see if I’m the only one being ignored by support. What’s the normal/average response time to a support ticket? I requested help with a billing issue well over a week ago and have since followed up twice and all I’m hearing are crickets. Is this normal?

I find the following forum rule pretty laughable at this point: Send any account issues or problems you have to support. Support checks the forums when they can, but the only way to guarantee they’ll see and resolve your issue is to contact them directly. Also, be sure to search the Support Center and the forums (via the search tab) before starting a thread with a question. Chances are it’s already been answered!

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rabidflash
says

judging by the number of forum threads popping upon the same issue, this seems to be pretty normal. I really hope that I never need to contact support :|

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wickedpixel
says

I think someone made a meme about this. I don’t remember who.

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UBLThemes
says

Ive only ever had to use support 3 times, and all 3 was answered within 1 working day. Infact my last support ticket was answered within 18 hours – 2 days ago.

Support have always been ok for me, Staff +1 for me :)

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fillerspace
says

Submitted my first ticket a few days ago, and got a 2 day response time. It was a question about a licensing scenario. I suppose more involved inquiries would take longer

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KingDog
Envato team
says

Submitted my first ticket a few days ago, and got a 2 day response time. It was a question about a licensing scenario. I suppose more involved inquiries would take longer

Exactly. The time depends on the question and who is qualified to answer it. Throw in the weekend and holidays and some tickets may take a little longer to answer :)

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