My support tickets are neither answered nor do they show up under "my cases"

General
1

What is the name of the domain?

What is the issue you’re encountering

Support tickets go to /dev/null

What steps have you taken to resolve the issue?

I filed another ticket, I tried replying to the first automated email to my issues. No reply, and neither ticket I raised shows up in https://www.support.cloudflare.com/support/s/case/Case/Default .

What are the steps to reproduce the issue?

It seems I am already reproducing this issue which seems to have occurred before, for example, here: I need a CloudFlare support email TICKETS REQUEST NOT WORKING

Ticket numbers are: 01441172 , 01408633

2

I assume you must have received some reply might have dropped to spam or other folder? :thinking:

This is a known issue. CF team is aware of this and working to resolve.

Again, suggestion is: Avoid creating multiple tickets that’d slow down the response time.

3

Thank you for your reply

Nothing from cloudflare in my spam folder. Not even their marketing emails.

Why not putting a note up there that it is broken?

Excuse me. I filed a second ticket about a month after filing the first. I cannot see my original ticket in the support cases. Calling does not help, because they say file a ticket. What am I supposed to do? How much slower can it get for a routine ticket that I am forced to file due to T&Cs?

To provide a bit more context: T&Cs 2.1.1(i) say:

(i) use the Services to store or transmit any “protected health information” as that term is defined in 45 C.F.R. 160.103 without Cloudflare’s written consent; or

We want to process PHI, so I need written consent. But how do I get written consent without filing a ticket? I have no idea, because I could not find a documentation on the process of getting written consent.

Google did not really find a lot of mentions of protected health information on www.cloudflare.com . Just marketing material and the T&Cs.

So you guys must be getting these tickets all the time. I dont understand why it takes so long to answer them.

4

Hello peter16,

The case #01408633 has now been Escalated to be handled correctly. Please be attentive on it.

Thank you and cheers!

1 Like
5

I have not heard anything. So just so we are on the same page. What is the ETA for any movement on this ticket?

I think also it is a bit disingenuous to mark this as resolved until I have actually had anyone make progress on this ticket. So far I only got blamed for filing a second ticket, and a promise that the ticket will be processed. But until the I get at least an initial response to my ticket, nothing has changed for me.

6

Since I have not gotten any update on the actual ticket, I will just keep posting here to avoid the topic being closed after two days of inactivity as this topic has been eagerly being marked as solved when it is not.

7

Daily message to say nothing has changed. :person_shrugging: