DTG Kayako support

[Cardinal51]

Good morning,

I am having some issues with my Dovetail forum account. DTG is using Kayako to take care of support. So a I submitted a ticket a while ago.

Any idea how many weeks it normally takes before they respond ?

Thanks

[trev123]

Usually in two or three days but I haven't submitted any tickets during the COVID 19 crisis so perhaps it might take longer at the moment. Have you checked that you actually submitted it? I have done that a couple of times have been waiting for an answer to my ticket and when I went and checked on it it wasn't there so I submitted another one and made sure that it was there.

[Cardinal51]

Thanks Trev

Yes I did submit. It is listed when I log in and states my ticket is OPEN (since June 15).

Two weeks and counting

[DigitalRails]

[trev123]

After 2.0 announcement I saw less PC users writing on the DTG forums.
You will find more fanbois posts there.

This forum is good in all sense.

What's this to do with getting an answer from DTG Kayado Support?

[buzz456]

After 2.0 announcement I saw less PC users writing on the DTG forums.
You will find more fanbois posts there.

This forum is good in all sense.

What's this to do with getting an answer from DTG Kayado Support?

Nothing.

[Cardinal51]

Good news !

They are addressing my issue.

They told me a support person will email me !

[mindenjohn]

Make a well known phrase from these words: breath hold don't your

[Cardinal51]

I understand the sentence puzzle John. But what do you mean ? You mean you think they lied to me and will not contact me ?

I am sure this will get resolved. After all I did not get this far in 3 months by waiting patiently and holding my breath :-)

[Cardinal51]

Took about 3 1/2 months, during which I had to remind them a couple of times, but the problem is solved.

Thank you very much Chris & Team.

[mindenjohn]

There seems to have been a distinct improvement. I had a problem after downloading the TS2021 update such that I couldn’t access TS at all. I took out a ticket and the next day was contacted for more info, two days after a solution was offered with a fallback as well, also an apology for any inconvenience. Problem now resolved, no complaints from me.

[Cardinal51]

Looks like the DTG Forum Admin copied an old backup. I am kicked out their forums again because I have a so called Legacy Account.

Last time it took the DTG Support Team 3 1/2 Months to respond with a solution. I bet they can beat that this time :-)

[trev123]

I created a ticket in there support in October 2019 about not being able to login to the forum and have never heard back. Anyway, I made a new account which sorted the problem.

[Cardinal51]

I must admit that after a few weeks waiting I did post a weekly reminder (aka new ticket) regarding my issue. :-)

Biggest problem not being able to login to their forums anymore is that I can not see what posts are new anymore. :-(

[Cardinal51]

DTG improved response speed with 97% !!!!!! They replied with the first possible solution after 3 days !!!