We do answer every ticket that comes into our Support system. However, there are some things that can cause our response to disappear.
We have an auto-responder set up to immediately fire off a reply as soon as your ticket is received into our support system. If you haven't received an auto-response from us within 30 min of filing your ticket, something is wrong. Please read below for some tips on how to ensure that our reply is received:
1. Please make sure to log in with your Xobni account email when you file a ticket.
2. Spam filters can often block our incoming messages. While we can't address various 3rd party spam filtering applications specifically, they should allow you to 'whitelist' our domain so that messages from xobni.com and xobni.zendesk.com (our support system) addresses are received.
To whitelist xobni.com addresses using Outlook's built in filtering, follow these steps:
a. Go to the Tools menu, and select 'Options'.
b. Within the General tab, click 'Junk E-Mail'.
c. Click on the 'Safe Senders' tab, then click 'Add'.
d. Type 'xobni.zendesk.com', hit 'Ok', then 'Ok' again.
Now Xobni should be 'whitelisted' in Outlook.
3. Email verification services can also be a problem. Due to the high incoming support traffic, we simply are not able to interact with these services. If you're using an email verification service, please whitelist our address BEFORE filing a ticket with our support team. Otherwise, the auto-response from the verification service ends up in our own spam filter and will be deleted.
4. Please be sure that you use the correct channel for support. For example, if you're filing a ticket for Xobni Free support, please do not use the Billing channel, as this will only delay our response since we have to move tickets from one queue to another. Likewise, if you're in need of support for Xobni Pro, please make sure to be logged in with your Xobni Pro enabled account when submitting the ticket.
Taking these steps should ensure a timely response from our Support Team.
tags: support, response, problem