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zw

Wiki Editors
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Posts posted by zw


  1. Hello,

     

    After querying the ticket using the ticket number you provided via private message, it would appear that the ticket was transferred to a different delayed department internally after going to an administrator for information (rather than the where it started -- source). This has been rectified (ticket put back in the correct internal department), however your ticket is sitting in a department that is considered delayed in status.

     

    It's regrettable to hear that this much time has passed and your situation has not been totally resolved. Please understand that you are not being ignored, we will try to get back to you as soon as possible. We understand that the wait times are poor and are working to get to a state of normalcy. We ask that you continue to remain patient while waiting for a response. We are unable to jump out of order; we must answer tickets in the order they are received, according to our priority queue. Furthermore, we are unable to provide you with an exact answer of when the ticket will be responded to due to the fact that the pace at which we answer tickets fluctuates on a week-to-week basis, depending on what we have going on. Volunteers are not assigned quotas per se, but we attempt to answer tickets whenever we have the opportunity to and we try to be as efficient as possible.


  2. Hello,

     

    Is your subject length five words or more? Are you logged into the account that you lost authentication codes for?

     

    If you would like me to staff-create a ticket for you, please send me a private message with the following information:

    • Username of the account in question.
    • A clear statement that indicates whether or not you have access to the email address associated with said account.
    • Description of the issue (in this case, it would be that you lost your authentication codes).

  3. After a quick query using the username you supplied in private message, it appears your ticket creation was indeed successful. You should be in good shape to receive assistance in this matter. You don't need a new ticket about this problem, as you already have one. All that you need to do at this stage is reply to the security questions that we asked of you.

     

    To navigate to your ticket, you should utilize the link that you received by email.


  4. Backstory:

    • The user contacted me about this problem and mentioned they were attempting to access a chat embedded on a website. LaFleur inspected the site and determined that the embed code for the chat in question was indeed outdated.
    • Also, as per our private conversation, they have indicated that they are not the administrator of said site.

     

    Since the original issue of being unable to connect to a particular chat has been resolved, I will now close this topic and mark an appropriate response. The steps LaFleur has mentioned should eliminate the need to access the chat using a direct link. If the manager of the site needs further guidance, you may direct them to me and I will gladly assist them on the matter.

     

    For entirely new, distinct xat-related inquiries, feel free to start a thread in this section.


  5. Since we believe your questions and concerns expressed throughout this topic have been adequately addressed, I will now be closing this topic and marking an appropriate response. If you require further assistance, feel free to start a new thread.


  6. 22 hours ago, GS1905 said:

    I sent an e-mail for the ticket on 11th February, but the return has not yet been made.

    Hello,

     

    The reason this hasn't been resolved yet is because you have not actually responded to the ticket that was staff-created for you.

    To navigate to where you need to reply to the security questions that were asked of you, you'll want to do the following:

    • Click the link in the email notice you received about your support request. Do NOT reply to the email.
    • Click the "View Status" button.
    • Select the relevant ticket and click into it.
      • From there, you should see an area to include your message and post a reply.
    22 hours ago, GS1905 said:

    what is the longest and shortest answer time?

    The average wait time between replies in this department is one to three days.

    22 hours ago, GS1905 said:

    and is there a positive negative return?

    If we're able to verify you as the original account owner, authentication will be able to be removed for your account.


  7. El usuario me envió un mensaje y ahora tiene una solicitud de soporte abierta acerca de este problema. Por ese motivo, bloquearé este tema y marcaré una mejor respuesta. Si tiene alguna otra pregunta o inquietud, no dude en publicar una nueva pregunta.


  8. Since there has been no activity for four or more weeks, this topic has been closed.

     

    If you believe this was done in error, please contact a moderator or volunteer to have the topic opened. You can also report this post to notify a moderator that you want it opened.

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