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ticket system agressiveness [message #119114] Thu, 05 February 2015 15:38 Go to next message
chrwei is currently offline  chrwei
Messages: 186
Registered: October 2009
Does anyone else feel the support ticketing system is too aggressive in automated closing tickets? I've got one odd issue and twice now it's telling me it's closing the ticket because they haven't heard from me. the first time i was the last one to respond and was waiting for Kerio engineers to respond to me, and this time the recommendation is to wait for the next release, but should that ticket not stay open until then at the very least?

I realize it's an automated cleanup process, but it's making me feel like I have to fight to not be ignored, and that's not right for something I pay real money for.
Re: ticket system agressiveness [message #119141 is a reply to message #119114] Thu, 05 February 2015 21:58 Go to previous message
Kerio_ppolak is currently offline  Kerio_ppolak
Messages: 13
Registered: August 2009

first of all I would like to apologize for closing your ticket automatically without providing a real solution.
We recently did some changes to auto-responder configuration and this looks like there was some kind of side effect that was not intentional.
I will find out what happened to your ticket and make sure that one of our support engineers gets in touch with you soon.

Best Regards,
Pavel Polak
Technical Operations Director, EMEA
Kerio Technologies

Pavel Polak
Technical Operations Director | Kerio
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