I thought freshdesk support was 24/7 why is nobody answering my tickets?

  • 6 October 2014
  • 1 reply

I have had an URGENT ticket open for almost 24 hours now with no response from the Freshdesk team.  My helpdesk has been unable to receive new tickets by email for almost 36 hours now.

I haven't even gotten a one line response to confirm that hey are looking into it.

Does the Freshdesk team not work on Sundays? They advertise 24/7 support. What is the expected SLA for an initial response to a ticket?

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1 reply


I am really sorry for the delay here.

Kindly give me some time to check your ticket and update you on the same as soon as possible.