Ticket on 'Waiting on agent' for a week without change

Aendral · April 2020

Hello, I have the ticket 200412-005400 which is in 'Waiting on agent' status without any replies and information from support for a week already.
Could the support help me to solve this problem, I need it very much.

Elsonso · April 2020

Someone like @ZOS_BillE or @ZOS_Adrikoth can look up your ticket and make sure it is in the right place to be handled. However, they will also tell you this:

ZOS_Adrikoth wrote: »

Please be aware that we are currently experiencing high contact volumes, due to the impact of COVID-19, and you may experience increased waiting times when contacting Customer Support. With this in mind, please remember that updating your ticket will put you at the end of the line and delay the response time.

ZOS_Adrikoth · April 2020

Hello @Aendral we can confirm that we have received your ticket and a member of our support team will reply as soon as possible.

As Elsonso mentioned, we are experiencing high volumes and you will likely experience increased waiting times. Thank you for your understanding and patience as we work to assist you.