Tickets and "read answer provided", no answer

eveboufa · April 2022

Can someone from Zos please explain why our tickets get a response at times that says "read answer provided" and there is actually no response in the ticket (web interface) or e-mail? No it's never in the spam folder. I'm not talking about a feedback or bug ticket. This is a common issue and eventually, your ticket just get filed from the open to solved category on the interface.

ZOS_Bill · April 2022

@eveboufa

Coud you provide us with a ticket number so we can check to see why this is happening?

eveboufa · April 2022

ZOS_Bill wrote: »

@eveboufa

Coud you provide us with a ticket number so we can check to see why this is happening?

Unfortunately the new ticketing system doesn’t appear to give a ticket number. The only things that show are the subject, category, status and last update for the ticket. When I open the ticket, it also doesn’t show a ticket number.

eveboufa · April 2022

ZOS_Bill wrote: »

@eveboufa

Coud you provide us with a ticket number so we can check to see why this is happening?

@ZOS_Bill

It looks like the mobile version of the website doesn't provide a ticket number but the full web version do. Examples of this are tickets 220326-000255 and 220320-005706. These tickets are now closed but they were all closed with "read answer provided" but there was no answer provided. Currently open ticket 220420-000188 and 220410-000192 also did the same thing and no answer provided.

ZOS_Bill · April 2022

@eveboufa

Thank you for the ticket number. We've sent you a forum PM with details on the current ticket.