Support doesn’t respond to tickets

Hi Daniel, I’m sorry to hear about your experience so far. We certainly don’t leave support tickets unanswered so something must be going wrong here. Please contact us using the form on our website here: https://www.wprssaggregator.com/contact/

Can you let me know which integrated ticketing system and which dashboard you’re referring to, please? Our support team can be contacted through the contact form on our website. If that still fails to receive any answer from our team, please try emailing [email protected] directly. We receive all messages that come through that form on a daily basis and reply within 24 to 48 hours at most.

We opened tickets both by filling out the contact form on your website and via the “Help” bubble that appears in the Dashboard on this URL:

/wp-admin/edit.php?post_type=wprss_feed&page=wprss-help

The message via the contact form was sent last Thursday. My client’s original message was sent weeks ago, and so when they got no response, they asked me to try to get in touch with your support directly.

I am going to try the email address you indicated above next.

Hey Daniel, the form in the beacon (that bubble) was removed in a recent update as we had some issues with it, so you might have had an older version of the plugin which caused the message not to come through.

The message via the contact form will be checked out as we don’t see any unanswered ones from last week at the moment. Please try emailing us directly right away and reference this review so that we can figure this out for you as soon as possible.

Hi Daniel, we have found your messages. For some reason, they never came through to our inbox so I’ll be investigating that. We’ll get back to you as soon as we can. I apologize for this.

So to follow up here: I got a response from your support by email. They blamed Feed to Post as being out of date, however in the wprss-system.info.txt log I sent with the email, we were already running version 3.7.4. This leads me to believe they reviewed the ticket from 8/2 rather than the logs.zip I attached to the email, which contains all the logs from the server as well as your debug logs from the plugin. We did update the main plugin from 4.15.2 to 4.16, however this is *after* the 500 error stopped occurring yesterday (when it had been occurring for about three weeks now whenever we tried to edit Feed Sources here: /wp-admin/edit.php?post_type=wprss_feed).

Also, to be clear, your Help bubble still exists in version 4.16, so I’m not sure what you mean about it having been removed in the latest version:

I can get to it via:

/wp-admin/edit.php?post_type=wprss_feed&page=wprss-help

• This reply was modified 5 years ago by Daniel Quinn.

Hi Daniel, I’ll be looking into your messages again today to see what may be going on.

Yes, the help bubble is still present so that users can search through our Knowledge Base without ever leaving their website. It can be enabled or disabled from the plugin’s Help section. What we removed is the ability to send our team a message through that bubble, which is most likely what you had done originally.

@djquinn I’ve replied on our email conversation just now as we hadn’t heard back from you after a while. Just messaging here in case you’re not receiving our direct emails.