How can I escalate a support ticket that hasn't had a reply yet?

[Duyen_Hua]

Hi everyone, thanks in advance for any help. I’d really appreciate the community’s advice on this.

I’m hoping someone can point me in the right direction on how to escalate an unanswered support ticket.

1. What I’m trying to do
I’d like to get a reply to a support ticket I submitted, as it’s a bit time-sensitive on my side.

2. What I’ve tried so far
I submitted a ticket and followed up a couple of times over the past 2 weeks via email and message box on Asana case website.

3. What’s not working
I haven’t heard back on the ticket yet, and I also tried the live chat on the Help Center but the live chat window opens blank and doesn’t load, so I can’t reach anyone that way (screenshot below).

Is there a recommended way to escalate a ticket or reach the support team a little faster for time-sensitive requests? Any tips would mean a lot.

Thanks so much, everyone!

[Phil_Seeman]

@Forum-team can often help out.

[Irish_Makimura]

Hi @Duyen_Hua Thanks for your patience! I can see that Support has already reached out via email regarding case #09415358. If you still need assistance or have additional questions, please reply directly to that email thread and the Support team will be happy to help.

[Duyen_Hua]

Thank you @Phil_Seeman for the response and @Irish_Makimura for your updates. I have received the email reply from support team

[Josh_Gordon]

Hi Irish! I’ve reached out to Asana 7 days ago but didn’t get a response. How can I get someone to respond to case # 09447997

[Irish_Makimura]

Hi @Josh_Gordon, I’ve escalated your case #09447997 so the team can review it and follow up directly. Thank you.