Post by hechelion in what is wrong with the support email?

Viewing post in what is wrong with the support email?

The staff doesn't usually read, much less respond to, the forum, mainly because of the problem of discussing topics involving private data in a public medium.

This past month, one of the admins has been reviewing the forum to resolve some payment issues, but I wouldn't consider using the forum a "formal" way to contact the staff.

I agree that not responding, and especially not having a way to know if a ticket is open or closed, is difficult for users. But at the same time, it's difficult to ask the staff to respond to all the requests if you consider that there are very few of them compared to all the people requesting support.

Like Reply

Pandora Entertainment155 days ago (2 edits)

I understand that the private data part on a public forum is a bad idea, but what I'm saying is that it would be incredible if there was a private system like the itch.io forums.

That said, while I understand that it's difficult for stats to deal with so many people, I find it surprising that a moderator here has already answered my question (more or less), and yet the two support emails I sent (both older that this post) remain unanswered.

Again, my sincere appreciation to the itch.io team, but this is weird to say the least.

Like Reply

lyn-marie excelsiaAdmin154 days ago(+2)

Our moderator does not have nearly as much work to handle as we do and has no access to our support desk. Naturally as their workload is lower they can respond to forum posts much quicker than staff that is processing support tickets, going through all of our review queues (games, jams, blog posts, users, reports), processing payments, and other far more pressing matters. Your patience is appreciated.

Like Reply