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Zendesk tickets are auto-closed immediately after creation

J
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I’m unable to get through to support and every ticket I create is marked “Solved” within seconds after creation despite no reply.

I have yet to interact with a human after having paid for an inaccessible subscription that Apple refuses to refund without stating a reason why. The Apple payment integration is broken and somehow I’m being forced to pay for this faulty system.

How am I supposed to interact with support when every ticket I create is automatically closed? I have yet to hear from a human after days of trying to get through. The ticketing system is broken.

 

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    2 replies

    Jan_Mantau
    Superuser
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    • Jan_Mantau
    • Superuser
    • 965 replies
    • April 9, 2025

    You can have only one open ticket, therefore every new request will be merged into the existing one.

    Jana_S
    1 person likes this
    • Jana_S
      Jana_S
    Lola
    Community Manager
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    • LolaCommunity Manager
    • Community Manager
    • 165 replies
    • April 9, 2025

    Hello ​@jkobes - thanks for your post and apologies for any confusion. 

     

    It sounds like you’ve likely created multiple Support tickets. When that happens, Strava Support will merge your tickets, and this will create notifications that your duplicate ticket(s) have been closed. However one ticket will be kept open and you will receive a response when that ticket is assigned to a Support Analyst. We confirmed with the Strava Support team that you have an open ticket nb. 3292898. 

    To check your Support tickets and confirm you have an open ticket, please sign into your Strava account on the Web at strava.com, then go to this link to see your tickets.

     

    Please note that all account and subscription inquiries will need to be handled by our Support team. The Community Hub is  for general questions and information while our Support team will handle questions that require account access

     

    Please click here for more information about the Support Process

     

     

     

    Lola (She/her) | STRAVA | Community Hub Team
    J
    1 person likes this
    • J
      jkobes

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