- Bought between 50 and 99 items
- Canada
- Has been a member for 2-3 years
Just checking to see if I’m the only one being ignored by support. What’s the normal/average response time to a support ticket? I requested help with a billing issue well over a week ago and have since followed up twice and all I’m hearing are crickets. Is this normal?
I find the following forum rule pretty laughable at this point: Send any account issues or problems you have to support. Support checks the forums when they can, but the only way to guarantee they’ll see and resolve your issue is to contact them directly. Also, be sure to search the Support Center and the forums (via the search tab) before starting a thread with a question. Chances are it’s already been answered!
- Author had a Free File of the Month
- Bought between 10 and 49 items
- Exclusive Author
- Has been a member for 1-2 years
- Referred between 10 and 49 users
- Sold between 1 000 and 5 000 dollars
- India
judging by the number of forum threads popping upon the same issue, this seems to be pretty normal. I really hope that I never need to contact support 
- Community Superstar
- Item was Featured
- Author was Featured
- Has been a member for 5-6 years
- Won a Competition
- Sold between 50 000 and 100 000 dollars
- Bought between 10 and 49 items
- Referred between 50 and 99 users
- Europe
I think someone made a meme about this. I don’t remember who.
- United Kingdom
- Sold between 10 000 and 50 000 dollars
- Exclusive Author
- Most Wanted Bounty Winner
- Interviewed on the Envato Notes blog
- Referred between 10 and 49 users
- Bought between 10 and 49 items
- Microlancer Beta Tester
- Has been a member for 1-2 years
Ive only ever had to use support 3 times, and all 3 was answered within 1 working day. Infact my last support ticket was answered within 18 hours – 2 days ago.
Support have always been ok for me, Staff +1 for me 
- Sold between 100 and 1 000 dollars
- Has been a member for 3-4 years
- Bought between 10 and 49 items
- Exclusive Author
- Microlancer Beta Tester
- United States
Submitted my first ticket a few days ago, and got a 2 day response time. It was a question about a licensing scenario. I suppose more involved inquiries would take longer
- Has been a member for 3-4 years
- Attended a Community Meetup
- Repeatedly Helped protect Envato Marketplaces against copyright violations
- Bought between 50 and 99 items
- Canada
- Community Ambassador
- Beta Tester
- Contributed a Tutorial to a Tuts+ Site
- Envato Staff
fillerspace said
Submitted my first ticket a few days ago, and got a 2 day response time. It was a question about a licensing scenario. I suppose more involved inquiries would take longer
Exactly. The time depends on the question and who is qualified to answer it. Throw in the weekend and holidays and some tickets may take a little longer to answer
