My ticket was given a status of Resolved, but my problem was not resolved

Website, Application, Performance
1

What is the name of the domain?

example.com

What is the issue you’re encountering

This is my first time creating a ticket on cloudlfare, so I may have misunderstood something. On November 11, I created a ticket to cloudlfare support so they could help me with a question. I got a message in my mail that my ticket was created and I will get a reply soon. Soon I was messaged by one of the support staff who told me “I’ve escalated this request onto our Trust and Safety Team for review. It is currently being reviewed, and Trust and Safety will reach out to you as soon as possible to address this.” It’s been a few days now and I still haven’t received a response. So I decided to check my account at support.cloudflare.com and opened the My Cases tab. There I saw my Case and it had a status of Resolved. But my problem has not been solved, so why was my Case set as resolved? Can someone please explain it to me. Here is my ticket number: #18205734

2

Hi there,

Due to its nature, your case was escalated to the Trust and Safety team, because support does not handle those types of cases.
After the issue is escalated to them, the system automatically marks the original case as resolved bc the T&S team does not use the same ticketing system, but they have ways of contacting you if necessary.

Edit: As an end note, since this is a country censorship issue, I doubt Cloudflare will be able to assist you on, but you’ll have to wait on T&S.

Take care.

3 Likes
3

Got it, thank you. And normally how long does it take for T&S to respond?

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