Support without phone contact / Phone Case closed 24h after initial call without problem solved

Hi Philippe,

Happy we got there in the end!

Regarding the e-mail from our support team being sent to your alternative e-mail address, I did notice this when I did the follow-up with the team. This happened due to the way one of our internal tools presents the support team with your contact information. We've got a request in the backlog to change the tool behaviour and the team has been briefed on validating that outbound e-mails are sent to the primary contact address.

The team who handled your ticket has also been re-briefed on how to handle support tickets from customers who ask to be contacted via e-mail.

Finally, I'm waiting to hear back from a colleague in our engineering team to understand what the future of the e-mail support option is. My understanding was that it will be coming back, but I'm not closely involved in the project and I don't want to incorrectly set expectations if that turns out not to be the case. I'll let you know when I hear back.

-thanks, Russell.