Support ticket help please

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This topic contains 10 replies, has 6 voices, and was last updated by  Andrea Rennick 4 months, 2 weeks ago.

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  • January 7, 2013 at 4:26 pm #10205

    kmack
    Participant
    Post count: 6

    Completed an online support ticket on 12/31 and have not had any indication of a reply yet. Does the system normally send an auto-response to indicate it was received?

    I have a very simple question about header image that I need help with in the Going Green Theme.

    Thanks in advance for some input on what I’m doing wrong.

    Kelly

    January 7, 2013 at 4:44 pm #10208

    Susan
    Moderator
    Post count: 3184

    I don’t know if there is an auto response e-mail, but it surprises me that you wouldn’t receive any kind of response in a week. Did you check your spam folder?

    You need to make sure that copyblogger.com is whitelisted.

     

    Susan @ Graphically Designing I’d love to customize your website! I tweet!
    I’ve taken up the challenge! – help me answer some of the unanswered posts

    January 7, 2013 at 4:49 pm #10210

    kmack
    Participant
    Post count: 6

    Thank you for the reply!

    Yes, been checking the spam and as postmaster of my domain not seeing any response in logs either. Bit disappointed honestly.

    Kelly

     

    January 7, 2013 at 5:42 pm #10219

    Wheeler
    Participant
    Post count: 24

    Sorry to butt in, but I’ve certainly not received any kind of response in over a week (other than one aside from Susan, welcoming me to the forum.)

    Not too impressed with this “help” forum. Anyone want to help me explore Genesis further?

    January 7, 2013 at 6:08 pm #10223

    Susan
    Moderator
    Post count: 3184

    @Wheeler – I see you’ve started three topics – the support forum is a “community” forum, so it’s other users answering questions. I usually come on each day to try to answer as many questions as I can – if I don’t immediately know the answer to a question, I’ll leave the question to someone else to answer – I’d rather you get the right information than a guess. There is a great core of users who pitch in regularly, most of them have far more experience than I with Genesis.  Let’s see what we can do about getting your questions answered!

    Susan @ Graphically Designing I’d love to customize your website! I tweet!
    I’ve taken up the challenge! – help me answer some of the unanswered posts

    January 7, 2013 at 6:16 pm #10225

    Andrea Rennick
    Keymaster
    Post count: 99

    kmack – are you sure it went through? I’m looking in our help desk and only see your purchase details and forum registration No tickets.

     

    Wheeler – the other user was talking about the helpdesk, not this forums. They are two different things. :)

    If you need technical support for your theme please use our new ticket system.
    Twitterholic

    January 7, 2013 at 6:19 pm #10227

    kmack
    Participant
    Post count: 6

    It appeared to go through. I was surprised to not get any email confirmation though so perhaps that’s why no reply.

    I’ll try again I guess. Should it give me an auto reply or any indication that it has processed. I remember a brief splash page or something about the whitelisting showing up I think.

    Kelly

    January 7, 2013 at 6:29 pm #10230

    kmack
    Participant
    Post count: 6

    OK… yes, it did take it… same as last time. Small blue box popped up says

    Thanks for contacting us! We will get in touch with you shortly.

    But no one has yet.

    January 7, 2013 at 9:34 pm #10262

    Scott
    Participant
    Post count: 37

    Susan, there seemed to be much greater support in the old forum. Especially on more advanced topics with NickTheGeek answering. I’m not too upset with the forum switch, but the support is lacking here.

    Am I to assume that the ticket system is to be used for advanced customizing topics? I thought it was strictly for original setup and configuration to make it look like the demo?

    Scott Buehler
    WebHostingChoose.com

    January 7, 2013 at 10:38 pm #10269

    wpsmith
    Moderator
    Post count: 177

    I apologize for the help ticket issues. Can you please create a new topic with your issue if your help ticket did not help?

    Travis Smith | Recommended StudioPress Developer & Contributor
    WP Smith | @wp_smith | GitHub

    Due to the forums, please paste code using Pastebin, JS Fiddle (for JavaScript) or GitHub.
    How to use Firebug for Designers by SixRevisions

    January 8, 2013 at 6:19 am #10329

    Andrea Rennick
    Keymaster
    Post count: 99

    Scott – the old forum was around for a long time and is now closed. This is a brand new start so it will take a long time to catch up. :) Members have to help other members here for customizations. :)

    If you need technical support for your theme please use our new ticket system.
    Twitterholic

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