How do I know if my support request is being handled?

owengeary
owengeary Member Posts: 3 Newcomer
in Native Access

I have been trying to use your live chat for about 2 and a half hours now and somehow during this time my chat was reset. The very unhelpful chat bot has now stopped replying and hasn’t said they will connect me to an agent. What is going on?

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Answers

  • PoorFellow
    PoorFellow Moderator Posts: 5,459 mod

    Support is not handling anything unless you have had contact with a N.I. staff member in chat or if you opened a ticket and got an email confirmation.

    @Jeremy_NI , could you possibly assist here ?

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    Answer ✓
    https://community.native-instruments.com/discussion/37746/how-do-i-know-if-my-support-request-is-being-handled

    Hello owengeary, the chatbot will assign you to one of our available agents at the time that you open the chat. If there is no available agent at that moment, it will create a ticket and our agents will get back to you as soon as possible.

    So, if you haven't heard back from us yet, you should receive a message via email as soon as possible.

    I hope this helps☺️

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,389 mod
    Answer ✓

    I was already in contact with @owengeary and pinged my colleagues. You should get a reply from my colleague by email.

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