Optimizing our support system at GateHub

[GateHub]

To our valued GateHub community,

As we continue to expand our global reach we are making changes to improve the user experience of our platform.

In the last few months, our support system was faced with an overwhelming influx of support request which resulted in a large backlog.

We are currently working on our backlog in order to respond to every request as accurately as possible.

In order to prevent delays in the future, we have focused on optimizing the support process and user experience.

We thank you for enduring with us as we continue to do our best to provide an outstanding service.

Follow us on social media

We will keep you updated here and via Twitter (@GateHub) and Facebook.

[Tehol_Beddict]

Still my favorite... and certainly the most connected with Ripple.

[GateHub]

6 hours ago, Tehol_Beddict said:

Still my favorite... and certainly the most connected with Ripple.

Hey, thank you for the support. We appreciate it!

[Renny]

10 hours ago, gatehub said:

Hey, thank you for the support. We appreciate it!

Why are you still charging for Crypto deposits?

Why ETH, ETC, BTC, DASH deposits take days to be credited?

[Guest]

On 23/03/2018 at 8:59 PM, gatehub said:

To our valued GateHub community,

As we continue to expand our global reach we are making changes to improve the user experience of our platform.

In the last few months, our support system was faced with an overwhelming influx of support request which resulted in a large backlog.

We are currently working on our backlog in order to respond to every request as accurately as possible.

In order to prevent delays in the future, we have focused on optimizing the support process and user experience.

We thank you for enduring with us as we continue to do our best to provide an outstanding service.

Follow us on social media

We will keep you updated here and via Twitter (@GateHub) and Facebook.

Hi Gatehub!  Thanks for all your great work!  The time and effort you and your support team have put in during this difficult time really needs to be rewarded!

Take this for example.

2 month anniversary of my post on this forum and you still haven't contacted me or fixed the problem!

Seriously 2 months lol.  With evidence!

Keep up the good work @ssholes.

[Tehol_Beddict]

5 hours ago, Renny said:

Why are you still charging for Crypto deposits?

Why ETH, ETC, BTC, DASH deposits take days to be credited?

I have a related question @gatehub. I generally only hold XRP but recently sent a bitcoin transaction from my gatehub wallet and was charged $50. This was after the fees declined. Why isn’t the Fed for this dynamic?

[GateHub]

 

On 3/25/2018 at 12:15 AM, CaligulazBaby said:

Hi Gatehub!  Thanks for all your great work!  The time and effort you and your support team have put in during this difficult time really needs to be rewarded!

Take this for example.

2 month anniversary of my post on this forum and you still haven't contacted me or fixed the problem!

Seriously 2 months lol.  With evidence!

Keep up the good work @ssholes.

Dear sir, as written in the post we are sorry you waited for the answer for so long. Recently we have experienced a high influx of new users and ticket requests. Unfortunately, we could not respond to every request in a reasonable time frame and we apologize for it. The emails should have come because the process is automatic. If you haven't before please check all folders of your email and remove all filters. 

Also please give us the ticket ID number and we will take a look asap. 

Edited March 26, 2018 by gatehub

[WhentheBoat_ComesIn]

On 24/03/2018 at 1:38 AM, Tehol_Beddict said:

Still my favorite... and certainly the most connected with Ripple.

I completely agree and Ursa is really helpful and responds quickly to any correspondence.

That's a from me.

[Guest]

On 26/03/2018 at 8:03 AM, gatehub said:

 

Dear sir, as written in the post we are sorry you waited for the answer for so long. Recently we have experienced a high influx of new users and ticket requests. Unfortunately, we could not respond to every request in a reasonable time frame and we apologize for it. The emails should have come because the process is automatic. If you haven't before please check all folders of your email and remove all filters. 

Also please give us the ticket ID number and we will take a look asap. 

Thank you for the prompt reply, I do appreciate that.

I just signed in and couldn't find the section with my list of tickets and/or numbers.  I don't have an email with the ticket number on (for obvious reasons) and I can't remember the ticket number because it would have been 3-4 months ago.  Shall I re-open a new ticket and send you that ID number instead?

Regards

-CB

[GateHub]

11 hours ago, CaligulazBaby said:

Thank you for the prompt reply, I do appreciate that.

I just signed in and couldn't find the section with my list of tickets and/or numbers.  I don't have an email with the ticket number on (for obvious reasons) and I can't remember the ticket number because it would have been 3-4 months ago.  Shall I re-open a new ticket and send you that ID number instead?

Regards

-CB

Dear CB,

thank would be great because it's the fastest way to resolve the issue. 

[GateHub]

17 hours ago, WhentheBoat_ComesIn said:

I completely agree and Ursa is really helpful and responds quickly to any correspondence.

That's a from me.

Hey, 

 

thank you so much for the support. The whole team is working hard to improve user experience and be a better platform all around. 

 

Have a great day!

[Silkjaer]

I have two open tickets (371206 and 392367). 

[Sidewinder]

Please also take a look at open support request 78318. My father is waiting for months to get verified.

[WhentheBoat_ComesIn]

11 hours ago, CaligulazBaby said:

Thank you for the prompt reply, I do appreciate that.

I just signed in and couldn't find the section with my list of tickets and/or numbers.  I don't have an email with the ticket number on (for obvious reasons) and I can't remember the ticket number because it would have been 3-4 months ago.  Shall I re-open a new ticket and send you that ID number instead?

Regards

-CB

I found sending a pm to Ursa via Gatehub user ID to be good (also, then easy to keep a record) as a starting point. She may then suggest a ticket as well but I find it best to find out the best way to proceed from someone within the Company - she may even do some digging for you (if you ask nicely). Hope this helps.

[Guest]

2 hours ago, WhentheBoat_ComesIn said:

I found sending a pm to Ursa via Gatehub user ID to be good.

Will do, Pikachu.