No support reponse on ticket?

Tom Risager

• January 26, 2016 02:45

I am having problems with both the cPanel store and the support ticket system. I purchased a Cloudlinux license renewal a couple of weeks ago, but the new license does not show up in the license list in the cPanel store, nor is there the usual lock icon to indicate that the renewal has been registered by the store. I opened ticket ID 7431029 and got what looked like a boilerplate response. After asking for clarification the issue was escalated to the internal development team on January 15. Since then there have been no further updates to the ticket. I attempted to use the "alert management" button, but got an error "You may only escalate a ticket to managment after it has at least 2 responses from cPanel support staff." (There are two staff responses, so I guess "at least" means "more than"). What to do in this kind of situation - open a new support ticket to ask for help with the first?

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  Infopro

  • January 26, 2016 09:15

  The issue raised is being investigated as stated in the ticket, and there is no update to share at this time. I've escalated the ticket to a Manager for you.

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  Tom Risager

  • January 28, 2016 08:32

  Thanks for helping out. The rep finally got back to me with confirmation that the license renewal exists in the system, it is just not being shown due to a bug in the store (that last bit is a non-issue as far as I'm concerned). Tom

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  Infopro

  • January 28, 2016 09:27

  Thanks for posting back.

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