[Resolved] My support ticket was marked closed unexpectedly

[Author]

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[katrina]

I am trying to: Reach support with an issue with Toolset via the forum

Link to a page where the issue can be seen: My last support ticket

I expected to see: A reply to my support ticket

Instead, I got: My support ticket was marked closed unexpectedly

Hello, Does the support system work differently these days? my support ticket was closed but I received no communication or response from the support team. Did I do something incorrectly in my support ticket?

[Shane]

Hi Katrina,

Could you point me to the ticket that was closed.

Now our support tickets are first opened as chats, if there is no response then the tickets are closed.

Thanks,
Shane

[katrina]

Hi Shane! Ahhh i see. It's a new system. So my ticket was the one regarding not being able to update plugins.

[Shane]

Hi Katrina,

So there could be quite some issues here. Unfortunately you didn't provide the debug data for your site.

However if you are using an older version of types such as any version of Types 2 then you will need to perform a manual update of the types plugin before you're able to update the other plugins.

You can download the latest version of Types from the link below.
https://toolset.com/account/downloads/

Thanks,
Shane

[katrina]

Hi Shane, Ok, I'll manually update plugins and see how that works...

[Shane]

Hi Katrina,

Thank you, please update me as soon as the process is finished.