Ticket backlog increasing

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Steve Sokolowski
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Joined: Wed Aug 27, 2014 3:27 pm
Location: State College, PA

Ticket backlog increasing

Post by Steve Sokolowski » Wed Feb 12, 2020 12:49 pm

I wanted to apologize for the large support ticket backlog that has accumulated over the past few weeks.

For an unknown reason, there has been a sudden and significant increase in support tickets, particularly those involving payout issues with specific coins. We have not made any major system changes (mostly because the tickets have sucked up most of the available time), so it's not clear what happened all of a sudden. Chris is working through the issues as quickly as possible, but payout delays, in particular, are expected to require several days to resolve as they are complex issues that require significant investigation. We apologize for the inconvenience, and there is no need to submit tickets involving TRON, EOS, Dogecoin, or Ripple payout problems as responding to the tickets reduces the time spent resolving the problems.

We just received an acceptance from a new employee, who will takeover some of the programming tasks so that I can move over to answering tickets more quickly. We hope to improve response times to these support tickets once he is fully trained, around the beginning of April.
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