[Website Bug] Support Email Auto-Closes Ticket While Web Appeal Frozen & Infractions Duplicated

Bug Reports Roblox Application and Website Bugs
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Describe the issue

From what I see in my account data, two critical system issues are trapping developers in a dead-end support loop and causing false account terminations:

Summary: Two systematic failures in the moderation and appeal workflow prevent cases from receiving review.

Reproduction Steps:

  1. Submit an appeal through the Violations & Appeals web dashboard.

  2. Experience appeal status remains permanently stuck on “Appeal received” with no review progress.

  3. Attempt to submit documentation via the standard /support web form to follow up on the stalled ticket. Submit as below:

form example
form example1017×1346 193 KB

  1. The automated email bot (“Frank”) immediately sends a canned rejection instructing the user to use the Violations & Appeals page, then terminates the thread with “unable to provide you with any further information.”
  1. THE SUPPORT EMAIL AUTO-CLOSE LOOP:
    • When emailing support regarding an experience moderation inquiry, the email bot “Frank” auto-rejected the ticket at 8:40 AM, instructing me to use the Violations & Appeals page.
    • At 8:49 AM (9 minutes later), “Frank” auto-closed the ticket completely with: “We’re sorry, but we’re unable to provide you with any further information or response regarding this inquiry.”
    • Meanwhile, the Violations & Appeals page on my account has been completely frozen on “Appeal received” since July 31 (19+ days). When the website appeal is stuck and email support auto-closes tickets, it pretty much destroys any way to reach a human reviewer.

System & Browser Information

  • OS: Windows 11 / Desktop App & Edge Browser

For clarity: I’m sure many other people are experiencing the exact same issues.

Also, this system is very hard on people like me, as a full-time college student whose classes have already started. So, my availability to follow up is only further limited to access these appeal portals as much as I have been.

Thank you for reading.

Expected behavior

What I Expect to Happen

  1. Fix the support pipeline bug so email tickets aren’t auto-closed by bots like “Frank” while web appeals are frozen on “Appeal received”.
  2. Fix the support pipeline loop so email tickets are not auto-closed while appeals remain pending.
  3. Ensure appeals submitted through the web dashboard receive timely manual review.
  4. Resolve the backend bug causing duplicated Voice Chat strikes at identical timestamps.

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