Is my support ticket automatically closed? Details in post

Xaela · October 29

Hello,
I submitted a support ticket and was told via email that it was escalated to another team, but no response for 4 days.
The email says the ticket automatically closes after 4 days so I was wondering if there is a difference for tickets that are escalated to the other team?

This is the exact wording in the email that I received 4 days ago for reference.

"While we are not able to guarantee your request, this ticket is being escalated to a specialized team to ensure that you receive the best possible resolution.

Please note that requests of this nature may take some time to process, but you should receive a response shortly.

Thank you for your patience while your request is being reviewed."

ZOS_Kevin · October 29

Hi there! Can you provide your ticket number? We can check in with the team tomorrow for an update.

Xaela · October 29

ZOS_Kevin wrote: »

Hi there! Can you provide your ticket number? We can check in with the team tomorrow for an update.

Sure! It's # 241025-000031
Thanks so much!

ZOS_Phoenix · October 29

@Xaela

I have sent you a private message regarding your ticket.

ReginaldGPhoenix · November 3

So, I am going to guess the answer was no?

I was wondering the same thing for my wife, she had an open ticket for more than a week and we were messaging every other day to make sure it wasn't closed. After a week she got a response saying to stop doing that because it sends the ticket to the back of the line. I think when waiting for them it doesn't have a time limit, but from us it has to be fast.

Sleepsin · November 3

Depends on what the status is. If the status is "waiting for support response" , or something like that, there is no time limit. Once the status says "read response provided" you have 72 hours to respond or it gets closed.

The down side is, not all mods are on the up and up. They will update the status to "read response provided" but leave the mod response block empty so it looks like there is no response, and it will be closed as "resolved" by the system.