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j_sokolova
Community Member

Average respond time for Support Team

What is average respond time for Support Team? Is there any special terms, cause my Support manager is ignoring me, i am worrying. One week without any response is ok or not? Please, share your experience!

18 REPLIES 18
aselivanov
Community Member

Having the same issue and the same question. Currently have my finances blocked and no response for days.

kochubei_valeria
Community Member

Hi Yuliya and Aleks,

 

Usually the support team replies to the tickets within 24 hours. However, some cases have to be escalated to other teams for further review and it may take extra time and communication.

 

Yulia, if your question is general about how certain Upwork features work, I'd encourage you to search the Community. A lot of questions have already been answered and extensively discussed here.

 

Aleks, we have followed up with the dispute team about your case and they will update you as soon as possible.

 

Thank you.

 

~ Valeria
Upwork

I spent many hours in Community, trying to find answers on my questions. Unfortunately, it is imposiible. Does your answer mean that i have no hope to get answer from Support Team?

I have sent several support tickets in the past, and the average turnaround time ranges from 24 hours to not being responded to at all. Their customer support is extremely inconsistent.

 

I've found that the quickest way to get any kind of answer is using the live chat feature.

Yuliya, I followed up with the team and they will update your ticket as soon as possible.

 

You can also check these threads View> View> View> as well as this help article.

~ Valeria
Upwork

Yuliya, if it's not a confidential issue, why don't you tell us what your problem is? There are some freelancers here who have been around a long time and have a lot of experience who may be able to help you more quickly.

It is not confidential, i asked many questions here, but the truth is - that nobody knows answers. I asked Support Team many times, but their response is general Ctrl+C and Ctrl+V from , so i asked them very detailed questions... however still waiting for answers( 

May need to try again here in the Forum. The knowledge and understanding of the Forum vastly exceeds that of any particular customer support person you will encounter.


@Preston H wrote:

May need to try again here in the Forum. The knowledge and understanding of the Forum vastly exceeds that of any particular customer support person you will encounter.


Which, in itself, is a sad.

Hi Valeria,

 

How long does it take to get response from a case "escalated for further review"? I have been waiting for about a week now. No response. 

I saw a response at the lower part of this post that state that you might have to wait for months. How true is that? 

Hi Emmanuel,

 

I checked your account and saw that there is already an open ticket that has been escalated to the appropriate team. Please allow them time to review and provide an update on the same ticket. 

~ Joanne
Upwork

Thanks for your response. 

On an average, how long do I need to wait? 

I have been waiting for a week! 

Hi Emmanuel,

 

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. In general, our support team responds in 24-48 hours, but due to the higher volume of requests, there are delays. Rest assured the team will address your concerns and questions in the ticket as soon as possible.


~ AJ
Upwork

Hi Annie,

 

This is the last response I got:

""""Hi,
 
Thank you for your reply and I am sorry for the inconvenience.
 
Please be advise that we have escalated the case to our supervisor for further review. Kindly wait for his response.""""

 

 

 

 

It's been way over 48 hours since I got that response. Is there a timeframe for receiving a response from a supervisor? Can I expect any response from a supervisor on weekends, or do I have to wait for the weekend to be over?

Below is a screenshot of the date the ticket was created. It is taking too long to get responses and get things sorted. I check my email almost every minute, hoping to get a response. I need to have an idea of when to expect a response instead of just checking every time/every day without getting anything. 

 

Thanks! 

Emmanuel.

Hi Annie,

 

Thanks! 

 

It's now sorted.

Hi Joanne,

 

Thanks! 

 

It's now sorted.

jorgensons
Community Member

Response time is generally 24 hours. When you do get a response, the message usually says, "Your issue is more complex so we are excalating it." And then weeks or months will go by before you get a real response. Sometimes (actually, often), you never get an actual response.

I know it's been years since this was discussed, is this still the case?

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