Support tickets not getting through to bp most of the time

[niche]

I wonder has anybody else got the issue that support tickets are not always getting through to BP? I constantly have this issue and even when I use different email addresses to contact BP I more often that not dont get the confirmation back, its so annoying as one doesnt know if the email has been received and you dont want to waste time waiting but then also dont like to chase either. I had this issue on and off for years now, but it just seems to be happening most the time now. I need to find another way to contact them that isnt via that system. It also happens when you put more than one support ticket in as well. Im not criticising the support as that is second to none its just the system they use.

[bornfree]

We've not had those problems. Any support replies we get come from support@bluepark.co.uk. Maybe you could try a direct email to that address rather than using the online support form?

[niche]

We've not had those problems. Any support replies we get come from support@bluepark.co.uk. Maybe you could try a direct email to that address rather than using the online support form?

yes its the emails I have issues with. Evidently they got them but I didnt get the confirmation reply which is what the issue is more often than not.

[bornfree]

Sorry, I thought you were having problems with the online support form. We only ever use the online support form to raise a problem - https://www.bluepark.co.uk/support.html. This gives an immediate acknowledgement on the page that it's been received. I don't think that sending an email to support@bluepark.co.uk (or any other @bluepark.co.uk email address) will generate an acknowledgement (but I could be wrong!). Feel free to ignore this reply if I've misunderstood your problem.

[Dave]

I don't think that sending an email to support@bluepark.co.uk will generate an acknowledgement (but I could be wrong!).

I always email support direct and get an acknowledgement

[Dave]

yes its the emails I have issues with. Evidently they got them but I didnt get the confirmation reply which is what the issue is more often than not.

Very strange. I always get the acknowledgement. Have you checked the reply is not going into junk/spam ?

[niche]

Yes I check junk, they dont go there. I think its something their end and the trigger of the confirmation email. Its been like it for some years. It works when you are just dealing with one ticket. But it seems to happen when you submit a second ticket when the previous one is either still being dealt with or only just finished with, if there is a bit of time like a few days between putting in a second email support ticket then it works better.

[Dave]

Oh I see, that makes more sense then. Maybe it's just a setting they need changing on helpscout or whatever it is they use.