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Igalfsg's avatar
Igalfsg
Brass Contributor
Jan 31, 2026

Issues with Support

Hi we have been a partner for years, but lately there has been some issues with our account we have a few support tickets and the tickets stay open with no activity, we also tried to get our partner manager to help,  (we got a new one this Jan) and they could/did not do anything either, just wanted to check with the community if y'all had any advice on this and how we can get this escalated since some of the tickets do have some business impact to our day to day business

co-sell
isv success
partner center
transactable apps

3 Replies

  • ElDani's avatar
    ElDani
    Copper Contributor
    Feb 02, 2026

    Hi.

    We’re experiencing the exact same situation on our side. It has been getting worse over time, but honestly in December and January it became almost impossible. Even customer support requests are just sitting open with no activity — in some cases they don’t even show an assigned technician at all. We’ve also tried going through our partner contacts, but it hasn’t really helped. At this point, we’re also not sure what else to do, so we’d be very interested if anyone in the community has found a way to get these cases properly escalated.

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