[Resolved] Request temporary help from a different Supporter due to time zone difference

[Author]

Posts

[Ben]

Is there any way you can request a different Supporter to help deal with a ticket temporarily due to the time zone differences?

[Christian Cox]

Hi, yes generally supporters will try to honor your request if you write in the ticket that you would prefer someone closer to a specific timezone. We often switch tickets to accommodate those requests. Please note that North and South America timezones are somewhat short-staffed today and tomorrow while we have a supporter on holiday.

One other thing to note: the ticket creation system includes a feature that allows you to request the same supporter who helped on a recent ticket if you rated your recent support experience highly. This may not be useful at this time, but if you get a supporter who is more compatible then you may be able to assign a future ticket directly to that supporter.

[Ben]

Thank you for the information Christian.

Nothing personal against the Supporter. I have been receiving excellent support, just that he clocks off half way through my working day so I only have a window of a few hours before I am waiting a day for a follow up reply.

Maybe I should learn to be more patient!