Post by lyn-marie excelsia in what is wrong with the support email?

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As answered by our moderator in this thread, and our administrator in one of the threads you linked, we process hundreds of tickets per day. We are constantly working to improve our flow and avoid missing issues, but we are a small team doing our best.

(I think it is also worth highlighting that the examples you provide above are years old, and do not reflect the increase in support staff nor any other process we have implemented to improve our support desk flow. Additionally, the support ticket you filed with us is less than 12 hours old, it seems that you opened this topic within minutes of filing your ticket, and thus you did not really give us a fair opportunity to get back to your ticket in the first place.)

As highlighted by hechelion earlier as well, I have also personally begun tracking and pushing up support issues that are posted in the forum in order to optimize this process further, but I also have a multiude of roles at itch.io, and as an average human being, I only have so many man-hours in the day, as do the rest of our staff that works on processing support tickets. We naturally have to prioritize cases the higher priority they are, and certain matters require far more attention than others (for example, search indexing, while important, is much lower on our priority list compared to managing account issues, payment issues, addressing game reports, or anything that requires our immediate intervention; search indexing is only one part of the site, and we highly recommend that your promotional efforts be focused towards off-site promotion, rather than relying on being indexed into the new releases section, which is commonly highly populated and has new content being added to it basically every few minutes).

Thanks for your patience!

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Pandora Entertainment62 days ago (1 edit)

first of all, thank you for you response. I know that the team is working hard i have not doubt about that.

now, this topic is not about my resent request (i hoped that was clear in my first message) is about the old email request that is 6 month old a never get a response (email sent 9/10/2024. code 233733).

That email number is mine, and as far as i know even today there is not response.

If I hadn't opened another support email request and commented on another post here, I still wouldn't have resolved my issue.

Thanks again to the itch team for the work they do. But this blog post wasn't a complaint due to my new email support requirement. It was because I've seen a pattern of emails that are never answered unless commented here.

again this email (sent 9/10/2024. code 233733). never got a response, and based on that, I decided to make a post asking the community about their experiences with support email.

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lyn-marie excelsiaAdmin61 days ago(+1)

We may not respond to all requests for support when the issue in question (in your case, indexing) was already solved by another staff member before we saw your ticket. I'm sure you can understand, when we have to address hundreds of tickets a day, lower priority issues may not immediately get a response as we only have so many man-hours in the day.

I would also like to not encourage opening a thread for people to air out their grievances with our support email, as we've already highlighted several ways in which we are working on it. Having additional voices complain about the same problem that we are working to address does not encourage or engender additional man hours and staff for the problem, it just amplifies community complaints that we are already hard at work trying to address, and these kinds of threads are ultimately not productive to the improvement of our services; they only add additional stress on our staff that is already stretched pretty thin. Thanks for understanding.

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Pandora Entertainment61 days ago

Okay, I can understand this. I apologize if I caused the staff too much trouble.

But seriously, the fact that certain messages go unanswered is concerning from the requester's perspective (I don't have all the information at hand, so it feels like I'm being left in the dark).

Again, thanks. I really hope I've just had bad luck with my previous email support requests.

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