Not sure where is the best place to post this, but I’ve had this happen a couple of times now & it’s pretty irritating.
I submit a ticket to the support team.
I get a response that says, “We need more information, please contact us.”
This message doesn’t help us move toward resolution—the ONLY response I can give is another question that doesn’t add information.
A better approach would be to include what information is needed so that I can provide it directly instead of just adding an extra message to the thread.
What’s the best way to push this to the Asana team? Open a ticket? Add to Product Feedback forum (I know it’s not actually product feedback)?
Hi @Brian_Fewell, sorry for the confusion! The message you’re referring to is an automated notification that’s sent when an agent has asked for more information to proceed with your support ticket, but there hasn’t been a response for a while.
Because it’s automated, the message doesn’t specify what information is needed. You can find those details in the agent’s previous reply, so I’d recommend taking a quick look there.
I also checked with the Support team for you, and they confirmed this was the case. It seems there was an issue where you didn’t receive their earlier request, but they’ve also let me know that your issue now seems to be resolved. I hope this helps!
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Thanks Vanessa, for some reason the original reply never came through to me. I’ll connect w/ my IT team to see if it got caught in an email filter.
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