Checking on old Support requests

Crystal, you posted on http://getsatisfaction.com/twitter/to... a year ago that there was a solution to a problem. I am one of several new twitterers who has this same problem now. Can you help us?

I've been 30 days waiting for a my request to even be assigned (#12975) I notice people on this site are having the same problem. Is there not enough support staff to respond to Twitter's requests for HELP!

I've had a ticket closed without it being read for over thirty days and had to reopen it.

Hi Crystal, are you aware that you have not taken action for 2 months on a request to reassign a pretty unambiguous "Twitter squatter" account? (@ourpdx) I'm concerned about this, because I have other clients in a similar bind. I'd love to be able to advise them of how to proceed to get more rapid resolution from Twitter.

Does anyone ever read the Zendesk anyway?

I'm hearing more and more that tickets are getting closed without anybody even looking at them. Why is this and why should we be forced to put up with the problems (i.e. SMS tweets duplicating after a week or more)?

I'm going to update my ticket at least once a week to see if it gains some kind of attention.

I reopened mine and they "closed & completed" so I've reopened for a 4th time. I'm sure the same thing will happen! This has been going on since January! VERY, VERY FRUSTRATED! Can't even access the account. Had to start a new one in the meantime.

I'm also getting no response from my ticket on zendesk for the repeated tweet issue. I'm updating it every other day, but we're going on two weeks now - and a search of terms on twitter shows a lot of people are having the same issue. How, exactly, are we supposed to be getting support? If there isn't any, then just say so and I'll stop checking for a response.

I'm also getting the same thing. Been open for more than a month, had to re-submit a new request every two fucking weeks or so. Getting _really_ fed up.

Anybody up for starting a "#BoycottTwitter" campaign?

Well, looks like it's a twitter issue rather than zendesk... here's the letter I wrote and the response I got...
---------------------------------------------------
Your request (#8065) has been deemed solved.

To review, comment and reopen the request, follow the link below:
http://support.zendesk.com/tickets/8065

Michael Hansen, Apr 06 05:32:

Hi Leilah,

Thanks for contacting us.

Zendesk provides a SaaS (Software as a Service). Twitter use the Zendesk "system" to provide support - they actual support is provided by Twitter themselves.

Please contact Twitter Support about these queries :-)

Best regards,
Michael

Leilah, Apr 06 05:25:

Hello - I understand you're running Twitter's support these days. I'm
finding that the response time to issues since you took over from
getsatisfaction has gone from a few days to... well, I've been waiting more
than two weeks for my request to even be assigned to anyone. I'm hearing
other people saying that requests going on two months old are being closed
as resolved without ever having been assigned.

Now, what I'd like to know is how I get this issue addressed? What do I have
to do to actually get a ticket assigned to someone? There are a number of
people who are quite upset about this poor service. Please let me know how
you intend to address the situation.

Thanks,

Leilah

I wrote up a large post about the fact that Twitter has failed to reply to, well, pretty much any support requests recently:

http://blog.elliottcable.name/posts/f...

Re-tweets are really, really appreciated. I'd love to get this story out there and force Twitter into action. Hiring more support team'ers, perhaps?

Three cheers for Crystal - she's taken this issue on and it's now on the known issue boards over there!

http://twitter.zendesk.com/forums/319...