Automatic Ticket Closing

[ReadingsFromRose]

Hi Everyone, wondering if anyone else is getting all their help tickets closed within 24 hours without a response from Etsy support?

No matter what I ask for help with, I keep getting this message: This request is complete. If you need further help, create a new request. 

I also can't get ahold of anyone with the live chat option and I'm star seller. 

Is anyone else having this technical issue or is it just me?

[JMOldeVintage · Accepted solution]

@ReadingsFromRose  - First off, Etsy's support to shop owners is backlogged.

That said, tbh it could be the subject matter you are contacting them about. Opening a help ticket due to bank or id verification issues or a true technical issue that only Etsy can fix is one thing. Yes you'll probably get a generic reply but you can send a reply saying your issue has not been resolved.

If you're contacting them about changes to their search, problems with the seller's app - basically things that Etsy believes they have a help article available to answer your questions/help ticket - then yes they might automatically close the help ticket.

You can consider posing your questions here in the forums. While it's just peer to peer there are many experienced shop owners willing to try & help others solve problems, give tips on work-arounds for glitches, all that. 

[ReadingsFromRose]

Thank you! Very helpful, solved my answer. @JMOldeVintage 

[FallsAveVintage]

People are always saying keep the same ticket going and don't start a new one. What a joke. Support (and I use that term loosely) closes tickets and tells you to open another. So how are we supposed to keep the same one going? Then, when you do send in another - they give you the same senseless canned response and close the darn ticket again. It's a never ending cycle of ridiculousness.

I really hope you get the help you need! If Etsy was a seller, it would have no stars, be on permanent payment reserve, and would continuously be forced into vacation mode to catch up. GRRRRRRRRR......

[ArtDollsbyJD]

Because unless Etsy tells you the ticket is closed it is best to continue with the first email rather than opening new.    That is why we are told to continue with the same email.

If Etsy says it is closed then first the seller should read any pertinent information Etsy includes.  It may solve or it may lead the seller to open a new request with a much better handling of the issue.

I have never had problem with Etsy support.  One reason is I read everything I can on my topic before I approach Etsy and that includes the forums.  Most times I can get an answer so no need to approach Etsy.  The few times I have had to they have responded in a timely manner when needed and answered my questions.

I would say many times sellers do not take the time to research or think through their question to Etsy.  Many times they can get an answer without contact which if done this  would let Etsy help more quickly the sellers who truly are in need of help.  I firmly think the delay many complain about is because Etsy has to prioritize who gets help because they are overwhelmed. .

[FallsAveVintage]

Ummmm, no. 

Their answers are (more often than not) cookie cutter and they don't read through the entire message so don't actually answer your question. There is NO pertinent info included. If there was, I wouldn't be complaining.

FYI: I don't ask stupid questions and rarely contact CS. Now I can't even be bothered at all. The last time was ridiculous - wish I could post the responses here. And, after 3 separate people answered (within the same ticket btw), all had different answers and all couldn't get it through their heads that I wasn't in the USA. Seriously?

NO stars for Etsy CS.

[ArtDollsbyJD]

Did Etsy provide you with articles or other information when you received the return email?  If so then this may halp to formulate the next request you make to Etsy.  It is quite possible Etsy feels what you are asking is already answered in Help or Our House Rules.  If it appears they think that is the case, use the information to craft your request to them so that they understand you have read all the material and need further help. 

[CityNeon]

I'm in a similar situation right now and I'm a bit in shock.
The main thing is not to open new requests and wait for your answer. The main thing is not to despair

[AAANativeArts]

If they close your ticket without resolving your problem, there is usually a "I Still Need Help" link at the bottom of their email. Use that to contact them again, and again, and again if needed until they solve your  problem. Don't just keep opening new Help requests. Each time you do that, they automatically close the one you already had open, and consider it to be a new problem. Then they kick you to the back of the line to start all over again with the canned responses that don't address your problem.

[MetalRokJewellery]

I’m having this issue right now , Etsy has closed my tickets help for request i desperately need from them , this is totally unfair.