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Support tickets disappearing

Anyone else having there support tickets disappearing? I've sent like 3 and they sit there for an hour and then disappear.


Hello Zach,

Thank you for contacting Luxion.
We have a very strong Spam filter as of late and if there are any oddities such as links, images or odd text then it will get sent to our spam folder.


Referencing your Ticket ID#: 69859

You are able to check the status of your ticket by visiting your ticket portal by clicking here.
We would recommend bookmarking the page as you can also see if any responses were sent to you, or notes applied.
Thanks,

Justin Adams
Support manager
Luxion Inc
15143 Woodlawn Ave
Tustin, CA 92780
http://www.keyshot.com
 


Yep. I had this a few weeks ago. Got an automated email with the ticket ID. I didn't hear anything for a few hours, so I went back into my account in the web portal and the ticket was just .... gone! When I raised a new ticket referencing the old ticket ID, I got the same response posted here - spam filter. Eh? 

If this is happening regularly, I would suggest some sort of alert be setup, so when a case is moved to spam, someone is notified about it for manual intervention - at least glean the name of the customer on the case so you can alert them of what's happened, rather than leaving the customer in the dark for hours/days until they realise. It doesn't look good if your customers are the ones telling you your systems are broke.

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