Support tickets coming back as 'resolved' and 'closed' when no one ever got back to me at all (and after several weeks)

[JezUK]

This has happened several times now and yesterday I sent a support email with scene files to peter *and* support@chaosgroup.com.

Please can it be ensured that this same fate does not happen again on my current support request (as this one really is urgent).

Many thanks.

[Svetlozar Draganov]

That's very strange and we'll need to investigate if this is a system or users' error.

Regarding the scene for Peter, we got it and we will send it to him so we can consider that everything is fine with this ticket.

About other tickets: Would you please send me their ticket numbers so I could track why they are resolved/closed without any reply from our side?

Looking forward to hearing from you.

[JezUK]

Hi Svetlozar,

Peter I know has worked / is working on the ticket I sent yesterday.

But here is one that is at least 2 (maybe 3) weeks old;

case #011-341-087 (was about Phoenix).

[Svetlozar Draganov]

Thanks for the case# - I found it.
Here is the entire history:

It was received initially on: 10/12/2017 8:36:51 PM
Automatic reply was sent on: 10/12/2017 8:37:01 PM
Hristo Dimitrov replied on: 10/17/2017 4:28:48 PM
Case is closed since we haven't received a reply from you on 10/25/2017 12:00:38 PM (confirmation email is sent about that)
Then on 10/25/2017 12:22:38 PM we receive another reply from you that no one ever contacted you.
We sent another email on 10/25/2017 2:55:53 PM, which contains the messages from the previous email and notes to check spam folder.
Case is closed again on 11/3/2017 11:16:02 AM with the same reason - no reply from customer.

From what I can see, all the notification emails about case closure were correctly received.
The real replies however are missing. Would you please check other folders in your email just in case?

Looking forward to hearing from you.

(I'll forward Hristos' reply from my personal email)

[Svetlozar Draganov]

I'm sorry, did you find our emails into your mailbox or not?

[JezUK]

Hi Svetlozar,

I didn't ever receive the originals you sent me, but the ones since this post, yes, I did receive those.

[Svetlozar Draganov]

I missed that for some reason.
Would you please open another case into our system where we can send a few test emails to see if everything is working properly?
Use the same email as before but this time include two additional addresses in CC: one of those should be mine: svetlozar.draganov@chaosgroup.com and the second one should be yours and should be different than the one you are sending the message from.
Include my name in the Subject in case someone else catch that case before me.