Is it normal to have your support ticked unanswered for 3 weeks ?

[aBat001795]

Discussion Type

Product Feedback

Discussion Content

I know there is now a movement to 'fire as posibble from it' but 3 weeks without an answer in support ticket, and over a month in another ... is it normal here ?

[github-actions[bot]]

💬 Your Product Feedback Has Been Submitted 🎉

Thank you for taking the time to share your insights with us! Your feedback is invaluable as we build a better GitHub experience for all our users.

Here's what you can expect moving forward ⏩

• Your input will be carefully reviewed and cataloged by members of our product teams. 
  • Due to the high volume of submissions, we may not always be able to provide individual responses.
  • Rest assured, your feedback will help chart our course for product improvements.
• Other users may engage with your post, sharing their own perspectives or experiences. 
• GitHub staff may reach out for further clarification or insight. 
  • We may 'Answer' your discussion if there is a current solution, workaround, or roadmap/changelog post related to the feedback.

Where to look to see what's shipping 👀

• Read the Changelog for real-time updates on the latest GitHub features, enhancements, and calls for feedback.
• Explore our Product Roadmap, which details upcoming major releases and initiatives.

What you can do in the meantime 💻

• Upvote and comment on other user feedback Discussions that resonate with you.
• Add more information at any point! Useful details include: use cases, relevant labels, desired outcomes, and any accompanying screenshots.

As a member of the GitHub community, your participation is essential. While we can't promise that every suggestion will be implemented, we want to emphasize that your feedback is instrumental in guiding our decisions and priorities.

Thank you once again for your contribution to making GitHub even better! We're grateful for your ongoing support and collaboration in shaping the future of our platform. ⭐

[muhammadammar232425-dotcom]

No, a 3-week wait on a support ticket is generally not considered normal, especially if you haven't received even an acknowledgment or status update. Waiting over a month on another ticket is even more concerning.

A few possibilities:

The ticket may have been miscategorized or missed.
The support team may be experiencing a significant backlog.
Your replies may not be reaching them, or their responses may be going to spam/junk folders.

I'd recommend:

Updating the existing ticket rather than creating a new one (this often bumps it in the queue).
Checking whether there is a community forum, Discord, or alternative support channel where staff are active.
Escalating the issue if an escalation option exists.

If other users are receiving responses within days while yours remain untouched for weeks, it's worth following up and asking whether there is an issue with your account or ticket status. A polite public post like this can sometimes help bring attention to the delay as well.