ETSY Chat Support Not Responsive

[Nuragica]

I contacted the Chat Support from ETSY, but somehow it looks as it was left open by the previous operator. Now, I need urgent help with a customer order, but I chatted ad different times and I am not getting any response. 
The help is offered only via chat, hence I am unable to get help by phone or email.

How can I unlock this issue?

[CraftyCornishMaids]

chat and phone is outsourced, all they can really do is read from the handbook

if you need real help, you need to contact etsy

does this work for you, to log an e-mail ticket

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-contact_selec...

[BeaconwoodDettman]

@CraftyCornishMaids I've never heard that before - the email ticket requests go directly to Etsy? How do you know that?

[CraftyCornishMaids]

you can tell by the e-mail reply box

they are not going to have outsourced third party support, logged into their main support e-mail

[Nuragica]

Hi CraftyCornishMaids,

Thanks for your help. Yes, that works, I raised a ticket.

Thank you!

Sara

[PlatypusDream]

@Nuragica 

You can check your open support tickets here:

https://help.etsy.com/hc/en-gb/requests?segment=selling

[BeaconwoodDettman]

@CraftyCornishMaids Third party/outsourced customer service is usually given complete access to systems, tools, and email, just the same as when the company itself handles customer service. For example, when I contact Amazon customer service, they can see my orders just like someone at Amazon's corporate headquarters can, and any follow up emails will be from Amazon, whether it is from an outsourced customer support company or Amazon directly. 

[CraftyCornishMaids]

In that case, phone and chat  should be a million times better, because they only read/copy from scripts, and can't do anything, without escalating to etsy

.... having worked in companies that outsourced support, and also in companies that were the outsourced support

I can say that I have never seen outsourced support being given to anything serious