Temporary issues with e-mail replies to the Help Center
Jun. 08

Dear mercenaries,

 

Unfortunately we encountered a temporary issue with the new helpdesk, which resulted in the following behavior:

 

If you received a ticket reply from us between the 31st of May and the 7th of June and replied to that, we may not have received your ticket update.

 

 

FAQ

 

Do I have to create a new ticket?

 

If you received a ticket reply from us between the 31st of May and the 7th of June and replied to that or want to reply to it, you need to submit a new ticket with your reply. Afterwards we can merge the new request with the old one and process your request.

 

 

In which cases do I not have to create new ticket?

 

If you did not receive a reply from us between 31st of May and 7th of June you do not need to do anything. We will continue to process your ticket normally (in case it is not already solved). No need to create a new ticket.

 

Similar as above: If you replied to one of our ticket replies before 31 of May or after 7th of June we got your update to our reply and you do not need to do anything. We will continue to process your ticket normally (in case it is not already solved). No need to create a new ticket.

 

We apologize for any inconvenience this issue may have caused you.

 

 

Your Smilegate Europe Support Team

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