@Jane11 @Scout - Can anyone explain why my latests strava support tickets are listed in the support center as "solved" when they haven't even been looked at by Strava or responded to in any way? The two in question at the moment are support requests #2798283 and #2798650. The second was created as a follow up to the first one since the first one was not actually solved or responded to in any way but it was immediately marked as "solved" in your system. I have one other support request that is listed as "open". Does the system only allow a single open support request?
Strava support request listed as "solved" when they haven't been responded to
Best answer by Scout
Thanks for the follow up post and for your feedback. We are aware that this is a limitation to the system we use. A support ticket can be new, open, pending, solved or closed. At this time, there is no merged option.
As for submitting different tickets for different inquiries, we understand that there are times where tickets with different inquires will be merged. Although this may not seem like the best route, we feel that it is best to merge the tickets so that the support agent has full knowledge of what the person is needing assistance with and can streamline the response for the user. If you do have multiple inquires, we ask that you submit one ticket with multiple questions rather than a new ticket for each inquiry.
We apologize for any confusion this may have caused. We appreciate your feedback and this has been shared with our team.
Reply
Login to the community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.