morgbug wrote:Howdy all, new to the forum.

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Pricing seems fairly similar to the January sale prices on items. Needless to say I was quite surprised to find the items there given the sale only ended a short while ago. Thoughts?

nycWATCHnerd wrote: ↑Thu Jan 16, 2025 2:54 pm CW uses ZenDesk for customer service inquiries. I am not sure what systems they use for the website and/or sales and inventory.

I have worked in IT for more than 30 years and have always managed the service desk (directly and then indirectly through others). ZenDesk can be a very good system if implemented well and focused on both the business and customer needs though not always easy to do. I am not sure how CW have implemented it so I am going to give some general information.

All emails (inquiries) come into a que and tickets are created. They are often tracked by the email address. The inquiry will stay in that Main que until someone (a customer service agent or other person with access and authorization) takes ownership and places the ticket in their personal que. The upside of someone taking ownership is the hope they will deal with it quickly but the downside is that you are now at the mercy of that person's individual work load, communication abilities, and ability to get it resolved.

Based on this, it could be that if a customer has sent an email and then a follow up reply email but no CW CS Agent has taken ownership of the ticket, the ticket drops to the bottom of the Main que. This assumes that they order tickets based on date (oldest on top and newest on bottom) which tracks with what @Bahnstormer_vRS posted earlier (and I copied below). The worst case is to send a new email rather than respond to the initial ticket because that will create a new ticket which assures it will be at the bottom of the que and only creates more unnecessary work for the CS team.

Adstheman wrote: ↑Wed Feb 26, 2025 5:23 pm My question though is, what happens if I've sent multiple emails each regarding a different order?
What is the best way I can chase these up as they are taking a long time to respond?

nycWATCHnerd wrote: ↑Wed Feb 26, 2025 7:20 pm

Adstheman wrote: ↑Wed Feb 26, 2025 5:23 pm My question though is, what happens if I've sent multiple emails each regarding a different order?
What is the best way I can chase these up as they are taking a long time to respond?

If it has been longer than a week (and they are no longer in the middle of a sale), I would suggest that you call them.

Have you received auto-responses to your emails? If not, let them know as I had an issue with this and posted about it.