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Wattpad Help

Joined May 13, 2022

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Last activity Dec 29, 2022

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Latest activity by Wattpad Help

Wattpad Help commented,

Community comment Feedback - Ticketing system (Support)

+1 would love to see this as a feature in the future - we receive tens of thousands of tickets a month, whitelisting IPs is not an option, and there is no other way than blocking IP to prevent abusive behavior for some users. 

View comment · Posted Dec 29, 2022 · Wattpad Help

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Wattpad Help commented,

Community comment Q&A - Tickets and email

ZZ Graeme Carmichael We have business hours set up! I'll look into different responses based on our hours, but unfortunately even during business hours, often times if a user doesn't receive a response in >2 minutes they'll send in duplicate tickets. I just don't think users are reading the auto-responses.

View comment · Posted May 13, 2022 · Wattpad Help

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Wattpad Help created a post,

Post Q&A - Tickets and email

We're currently trying to decrease our one-touch ticket rate and a large number of our tickets are merging duplicate tickets from the same user - sometimes users will send 2 - 5 tickets at a time. I'd like to dissuade users from sending in multiple tickets but I'm having some trouble finding some best practices.

We've included in our auto-response our business hours (so they know when to expect a response) and a message urging them not to send duplicate tickets, but there's been a minimal change. 

This is our current messaging:

We try to get back to everyone as soon as possible, and you can expect a response in 12-48 hours. Please note our business hours are 9 AM-5 PM EST, Monday-Friday. Please do not send another ticket as this will move your request down in the priority queue.

Any tips would be wildly helpful! Is there a way to prevent a user from sending in another ticket for a specific time period once they've already sent one? 

Edited May 13, 2022 · Wattpad Help

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