What is the average response time when members submit a ticket?

l've heard people say on here they have had answers in an hour, sometimes less.

What do you have to do, or where do you have to live, to get replies so quickly?

My average answer time would be in days, l've never had a reply in less than a day, and one took 3 days.

l have one in now, a database emergency, that has been there unanswered for 26 hours now, and l don't expect an answer until Monday.

Is this ticket business geared towards US citizens?

You have to remember they're not open on weekends so take that into account. And they also have hours of operation so you'll only get an answer in that time.

If you've submitted a ticket within the open times, then you usually get an answer in about an hour.

Who said they aren't open on weekends? According to their blurb they have 24\7 support.

I got this from the contact page:



And this:

My quickest ever is 10 minutes.

Well it's been 30 hours for me now, so all l can say is they must have hundreds of tickets pending, or they are not manned 24 hours a day at all, l'll go for the latter!

The support ticket system is staffed on a weekend, but not by the full support team. There is never a full team of technicians available on a weekend, so support responses will take longer.

8 days longer? - I admit mine is an isolated case as it is a slightly more complex request than usual and I have never really had a problem with support before but still a simple "we're working on it" response would be better than nothing"

Never mind.

You may want to check out this thread; Click Here

Ticket response times depend on what department your ticket is in and how complex the issue is. A ticket in Billing/Sales is likely to be responded to faster than a ticket in Advanced support for example, simply because they are usually simple queries and that department is manned for longer (because I am in the UK and we also have billing staff in the US too so once I leave for the day, the US staff continue)

We do provide support over the weekend but the support is limited. We do not have a full support team working on weekends.

Aww poor, poor persecuted Rikk.

I'm sure you've figured out by now that your tickets are used in the staff bog for when they run out of tissue.

A simple response to confirm the ticket has been looked at would be an idea though surely? If a ticket is going to take longer to resolve then surely letting the customer know this would be preferrable rather than leaving them waiting 9 days for a response. My ticket is for custom work which I do realise is more complex than a simple "how do i change the header logo" request but not telling your customers what is going on is simply not very courteous.

I agree, its good to be told if your ticket is being looked at.

I got one from 1969 in there. I'm old enough to have one that old, but no one at IPS is....well maybe Charles.

I agree. Josh has recently added a feature to Nexus allowing us to provide automated status updates to let you know where your ticket is and what we're doing to resolve it.

If you would like to PM me your ticket number, I'd be happy to check into its status.

Very interesting.

Thanks Lindy I have sent you a pm. Please realise this is not about getting my specific ticket dealt with it is about improving the ticket system as a whole and how it can be improved.

I understand completely - we're always looking for areas of improvement.

I've replied to your PM, please let me know if you need anything further!