How to request escalation or answer in a ticket

Thiagofmeira
Kilo Guru

‎10-05-2022 01:56 AM

Hi All,

 

I have created a ticket 3 months ago on now learning about an account merging. They have closed the ticket, but the merging didn't happen.

 

I have created a new ticket 10 days ago asking for help with that, but the ticket still in New state and no one help me.

 

Does anybody knows how can I deal with that or ask for an escalation?

 

Thanks,

Thiago

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Mark Manders
Mega Patron

‎10-05-2022 01:59 AM

Do you work for a SN partner? I have had some issues with NowLearning in the past (and still do now) with their support (if you can even call it that). When I got the partner manager involved it looked like we could make some headway, but it's really difficult to get them to move faster. Customer Service doesn't really apply to NowLearning unfortunately. 


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Saurav11
Kilo Patron
Kilo Patron

‎10-05-2022 01:59 AM

Hello,

 

I do not think you can escalate a ticket unless you are using the paid instance, Then there you can increase the priority to 1 , If you are using the PDI then the only way is to keep following up on the same ticket every 3 days.

 

Please mark answer correct/helpful based on Impact.

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