How are support tickets dealt with

[markhere]

How are support tickets dealt with?
Example if support ticket is ecalated on Monday and response to ticket on Thursday from admins does that place the ticket at the bottom of the pile again. Then poster responds to ticket does that again move ticket to the bottom again.

As I am having experience of very slow response to simple issue of removing a database where as it seems this issue could have been dealt with in minutes not days.

Seems to be very cumbersome and time consuming delay in ticket responses

[ChatIndia]

the delay is because of large number of support threads and tickets.

[xav0989]

Our current system is laid out to filter and attend to a maximum amount of support requests. First your request is processed here in the forums by a CA. If needed, it is then escalated to the ticket area, where a higher level of support is provided. Usually, tickets are answered pretty fast, but it all depends on the amount of open ticket in the system.

[markhere]

closed