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General question about support ticket process

tmx

Greetings, I have a question about the general support ticket process that I hope can be answered here.

I have entered two tickets this past week on two separate issues. However there has been no acknowledgement that these tickets were received, no ticket numbers issued, etc. It's been a few years since I've requested support, but didn't the ticket system used send out an auto-response with a ticket number upon receipt of a request? Right now I don't know if my requests were received or if there's an email problem between the NI ticket system and my email domain.

Any insight would be appreciated. Thanks.

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tmx

Thank you for getting back to me so quickly. I believe we've got it sorted; there was an overly-broad firewall rule on my server that was blocking incoming N.I./zendesk emails. All good now.

Thanks again,

-Bob

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PoorFellow

https://community.native-instruments.com/discussion/50433/general-question-about-support-ticket-process

Yes, you should have gotten an auto-response confirmation with an AI response that you were supposed to answer to confirm that you still need help.

If you already made two tickets and got no response/confirmation then most likely you should not make more since making more tickets is not advisable since it only creates delays and confusion. You should check spam folders and old email address used if you have a such.

Else then we can ask @Jeremy_NI (forum Customer Care) , to check what is going on when he returns to work next week (forum Customer Care and NI Support do not work weekends) and then Jeremy_NI should mediate between you and NI Support.

tmx

Thank you for getting back to me so quickly. I believe we've got it sorted; there was an overly-broad firewall rule on my server that was blocking incoming N.I./zendesk emails. All good now.

Thanks again,

-Bob

Jeremy_NI

https://community.native-instruments.com/discussion/comment/259284#Comment_259284

That's great to hear, glad you were able to receive our emails. My colleagues will get back as soon as possible in those two tickets.

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