Strava support request listed as "solved" when they haven't been responded to

[anchskier]

@Jane @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?  

[anchskier]

@Scout - Your "system" should make some kind of indication that the tickets were merged.  First, there was absolutely ZERO connection between those tickets, so they should not have been merged.  Second, if they were merged for some reason, there should have been some note on each of them indicating as such, not just a tag on the ticket the moment it was submitted noting it as "solved".  Third, if you are just going to automatically note a ticket as "solved", there should be a notification to the user that it has been tagged as such.  It shouldn't just happen behind the scenes so the only way we find out is when we go back to check after not hearing any response for days.  

[Scout · Accepted solution]

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. 

[Scout]

Hey @anchskier, 
Sorry for the confusion. I took a look at your support tickets and found the following: 
ticket 2798283 came it on Thursday (Jan. 11) 05:01 pm
ticket 2798650 came in on Friday (Jan. 12) 08:16 am
These tickets were merged into ticket 2796775 that was received on Jan 09 04:38 pm. Our system will automatically merge support tickets from a user if they come in within a short amount of time.  We have found that some users will create multiple support tickets about a single issue, hence the merging of tickets. This is to ensure that we do not have more than one support agent working on different tickets that contains repetitive inquiries. 

We understand that there are times that the tickets will contain different inquiries, however, we feel that it is best to merge them and the support agent can address multiple inquiries in a single ticket. 

[ticketnotsolved]

Hi @Scout @Bryant 

Would you possibly be able to elaborate on the steps below in italics please (see link also)?

I followed them so as to "get expedited service from [your] Support Team" (since I am a subscriber), however it also counterintuitively leads to my ticket being automatically solved / "merged"? 

Also, every time I submit an additional comment to my ticket, the ticket is automatically solved.

If someone could please help me with any of these tickets (all about the same issue, submitted from two separate accounts - my subscription has been applied to the wrong account, so I submitted tickets from both accounts...and submitted multiple tickets before reading this thread due to the auto-solve):
#3027513, #3027519, #3024101, #3027505, #3027508
Please note: I anticipate that initially the tickets were solved / "merged" because I submitted #3024101 and #3024164 within 1 hour of eachother. THEY ARE NOT RELATED 😥 (#3024101: subscription applied to wrong account, #3024164: Bulk delete assistance)

If you are a Strava subscriber, please follow these steps to ensure that you get expedited service from our Support Team:

1. Go to https://support.strava.com/hc

2. Press “Sign in” in the top right corner. If you’re already logged in on that page, then log out and log back in from there.

3. Click on your profile name drop-down in the top right corner and then click My activities and click on your ticket.

4. Copy the description from your ticket, then add the comment "This ticket is resolved" at the bottom of the page and press Submit.

5. Press Submit a Request, provide the required information and paste the description from your old ticket, and press Submit.

6. Check your email to receive confirmation that your ticket has been tagged appropriately.

https://support.strava.com/hc/en-us/articles/216918957-Updating-your-Subscription-status-with-Strava...

[Scout]

Hey @ticketnotsolved, 
Thanks for your post and sorry for the trouble. I see your tickets in the support queue and will check in with our team about this. I will also check in about the steps you outlined in your post. 

Regarding the merged activities, we understand that there are times that the tickets will contain different inquiries, however, we feel that it is best to merge them and the support agent can address multiple inquiries in a single ticket. 

Once I have any updates, I'll reply to this post. Thanks for your patience. 

[ticketnotsolved]

Thank you so much!! 🙂

[anchskier]

@Bryant - The last two have absolutely nothing to do with the first one you say it was merged with.  They should be addressed separately.  I just looked at those and there is zero indication of any kind that they have been merged, at least not on the side I can see.  Each one still only has the one entry that I originally submitted.  No response.  No note that it has been merged or moved.  Nothing.  As far as having multiple open requests, it wouldn't be an issue if it didn't take multiple days for Strava to respond to a support request.  

[Bryant]

Hey @anchskier,
I took a look at the request you're referring to. It looks like you're last two request were merged into your first request.
To answer your question, we do recommend opening only one support request at a time to avoid any confusion when responding. We will make sure someone can investigate your issue as soon as possible.