Hello Together
How long does it take Itchio's support to reply by e-mail? I sent an e-mail last Wednesday and also received an automated acknowledgement of receipt, but I still haven't received a reply. My case number is 62878, what else can I do? It was about the refund of a tool. It can't be that this takes so long... After all, the cancellation period is one week...
I don't want to pay Google so I can't. How can I get support without that feature? You really need to make sure your users understand that they can only use their account for support if they have an email that they can use to send mails (= their address is owned by some 3rd party or they host their own SMTP server and have to handle spam)!
You need to immediately update your support system to reply if the mail address is not found in the database automatically!
You should own the domain of your own mail address and you should encourage that.
I’m not going to pretend that I know everything that Google have their tentacles in - because I don’t have that amount of time on my hands. And I agree with you that people should stop using their services.
If I misunderstood you, I’m sorry but… If I understand you correctly you propose that the only option to write emails would be with an email account owned by Google or one of their subsidiaries. To the best of my knowledge not every single email provider is owned by them - no matter how hard they try.
Notwithstanding the above, I too would be more at ease if support tickets could be handled by an internal direct messaging system within the itch.io ecosystem, rather that having to trust emails - a system that was meant as a temporary solution to begin with and should have been updated or replaced several decades ago. Such a direct messaging system would also allow users to have conversations in private. Just. saying… ;)
That said, I’m not blind to the fact that itch.io’s admins are currently hopelessly overworked, so I wouldn’t expect more than the admins taking our stances on the matter into consideration for future updates. (Or they could use Discourse, because that forum software is awesome…)
You need to immediately update your support system to reply if the mail address is not found in the database automatically!
We will likely never do anything like that, we have many users who don’t have accounts. In the future we may add the ability to open a support ticket directly on site.
We allow you to add secondary email addresses to your account, so if you can add the email address you’re able to send from to your account then it should resolve your issue with your email address.
I think you misunderstood me, if zendesk receives a mail from an email address it does not have it should reply with "We don't have this email address, you can add a secondary address if you cannot send with the address you have registered with". It should be one check box in the GUI.
Now it works. Thx!
There was no misunderstanding, we will not be doing something like that because we accept tickets from those who don’t have accounts. If you want to get your ticket prioritized, or make changes to your account then we ask that you use an email address that is on your account.
Hope that explains, thanks.
