Support Update: Ticket Queue & Bot Guidance
Summary
Propr announces a support update about a significant ticket queue after a recent announcement and a rise in false-positive tickets. The post asks members to follow the support bot and provide what it needs: what you were doing, expected outcome, actual outcome, and a screenshot. Propr commits to resolving every ticket by end of day and urges users to update existing tickets to speed resolution.
๐ SUPPORT UPDATE โ TICKET QUEUE
Hey ,
Quick transparency update from the support side: we're currently experiencing a significant queue following our latest announcement, which triggered a large influx of tickets. If you're dealing with a genuine issue, I'm genuinely sorry for the delay โ we see you, and we're working through it.
That said, I need to flag something important: we're also seeing a high number of false-positive tickets โ issues opened without first checking the rules or taking the time to understand how the platform works. Every one of these adds unnecessary load and slows things down for everyone, including those with real, urgent problems.
So here's my ask: please be compliant with our support bot. When you open a ticket, you'll be guided by an AI system built specifically to handle this โ and it's genuinely capable, but only if you give it what it needs. To get a fast, accurate resolution, make sure your ticket clearly includes:
- What you were doing
- What you expected to happen
- What actually happened
- A screenshot
Give it that, and the process moves fast. Skip it, and you're just adding yourself to the back of the queue.
๐ If you already have a ticket open and think it's missing any of the info above, please jump back into your ticket right now and add it. This will directly speed up your resolution โ don't wait for us to ask.
Commitment from our side: every ticket will be resolved by end of day.
Thanks for your patience โ and your cooperation. Let's clear this queue together. ๐
