It's frustrating to have to select a category as this applies across the board.
I currently have a open ticket from 8 months ago. If iSAMS was waiting for a reply from ME, it would have been closed after three days. I once had an open ticket that was well over a year old which I eventually decided to close myself. I have had some relatively urgent issues with iSAMS recently and have waited weeks for a reply. Yet if I don't reply within three days, the ticket I've raised gets closed.
This is particularly frustrating as I work term time only apart from in the summer holidays, so any ticket I raise shortly in advance of an earlier holiday may have a delayed response on my side.
I don't understand the reasons for closing tickets so soon and the rationale of expecting us to respond within such a short timeframe, when there might be any number of reasons (such as illness as well as working patterns), why this is not possible.
Hi Kerry,
Thanks for sharing this feedback - we understand how frustrating this experience can be.
This suggestion has been raised in the Ideas Portal, which is managed by our Product Team. However, the ticketing process (including response times and automatic closures) is managed separately by our Customer Support Team.
While we’re not able to make changes to that process directly, we’ve shared this feedback internally to ensure the relevant teams are aware, and to ask them to provide further clarification around how and why these timelines are applied.
I hope this helps.