Just to confirm or clarify. Let’s say Roblox close your ticket by email after their last response and you have significant information to add to respond or to refute to what they said (to add more context for example), because they ended it abruptly without warning. Are we allowed/supposed to create a new Support ticket and reference the old one so you aren’t just simply locked out of the information you were going to add in the middle of the original conversation, or do they ignore duplicate reports on the same issue by default?
I’m assuming they have to respond validly to every ticket regardless of whether it was on a previous one that got closed. Is creating a new support ticket a valid way to continue the issue that you originally raised in Roblox’s Support form, that in your eyes, didn’t get fully resolved?
I haven’t come across any duplicate topics on this, so just wondered. Any answers would be appreciated. Thanks.
At the end, when there is an automated message it does say something about making a new ticket if you cannot find the answer to your original query.
Maybe it is generally allowed? Or do they ignore repeated tickets if they (themselves), class it as already being “solved” from last time, even if you have significant information to add yourself? Any answers would be appreciated.
Edit:
I figured we can maybe create new support tickets, as long as our query wasn’t answered in the original ticket? But does that apply to tickets where Roblox deem the issue to be finished/resolved when they close the tickets down after their own final response?
Don’t create a new support ticket; reply to the original one.
Generally, tickets aren’t even read on the first time they’re opened (receive a copy/paste response based on content); only replies receive a human response.
That doesn’t answer my question. I’m not sure if you quite understood what I originally meant, but sometimes they stop responding to emails altogether after their last response and you get a response from a bot saying “We no longer support direct email enquiries to this email address”, meaning that you cannot simply just respond to their email and get a response like you would otherwise expect, because it’s obvious that they closed responses from that email.
Anyone got any answers on this topic? I expect others have created tickets before and Roblox deciding to close such tickets mid-conversation because Roblox see your query as resolved on their end, even when you believe it isn’t on yours.
The question is, is it up to Roblox to decide whether they deem the closure as accidental or not that they will reply to brand new follow-up support tickets, or whether they will simply ignore duplicate support tickets if they deem it “unnecessary”. Although I have come across this:
Also people have talked about creating new tickets on numerous topics. But the question is does Roblox automatically ignore duplicate support tickets, if they are the ones to either deem it to be necessary or not?
Edit:
If nobody has a solution, I might have a potential solution and I will mark this topic as solved.