How long should it take for helpdesk to answer a feedback/bugreport/question?

Question

Is there any time frame for a response to a question sent via feedback option in the app or mailing to [e-mail]?

I got responses to about 1/5 of my requests. Sometimes it takes a day to get a response, sometimes I need to wait for more than a week. Some of my questions weren't answered at all with no reason. If I respond to an email from [e-mail], it sometimes gets answered. If I send an email directly to [e-mail], not as a reply, it never gets an answer. And I believe there's a couple of requests, that I have sent via a feedback option in the app and that weren't answered (so I don't even have these original requests saved anywhere).

Answer 1

Hi Евгений ! I checked in with the team and as of right now every email from you has been responded to.

Most often times the delay is because the team is investigating your issue or question so they can reply accurately. And please remember that if you are sending multiple emails, they won’t necessarily have the information from one email chain readily available in another.

Answer 2

Yep, i agree Евгений ! We actually had an automated response set but something went wrong with it so the team had to disable for now while trying to work it out with the service they use. We’re hoping we can work with them to discover the problem and get something back in place.
For now I really appreciate your patience and understanding 🤍

Answer 3

Евгений the speed and completeness of responses is variable, I've had comparable experience to you.

My impression based upon who responds from email, that they have a small hub (2 people) of support in proportion to a very large active user base. I'm sure they are trying their best, but it appears demand is greater than their capacity at 1st and 2nd line support. I do appreciate their support and always polite🙂

If more uncommon issues (like my lesson goals not being shown met or name tags not showing), the initial response has tended to be longer several days asking for more information and passed on to development team for checking🤞

For investigation queries such as these, I raised over 2 weeks ago and waiting. No indication when next update will come since they seem to struggle to keep up with the constant new queries🫨

It would help if they said for queries they aim to initially respond or resolve within 5 or 7 calendar days, so it gives a standard for managing expectations and demand against🙂

Answer 4

My last email has taken 5 days to be answered, and that wasn't a reply.
Sololearn team is busy, and cannot always answer to all questions. They do their best on all, they keep this community safe and clean 💪

Read this https://www.sololearn.com/Discuss/3021159/?ref=app

Answer 5

Евгений i was confused, sorry

Answer 6

Bunny OK, I got the trick :-) Just checked my email, the three my emails were answered this morning, one of them just around the time you posted your answer (14:07 GMT+4)

Although it's pleasing to finally get answers, the problem still persists: there's no way for a reporter to be sure that feedback/bugreport has been taken into account. Some automated email stating something like "We received your feedback and are working on it. The estimated time for solving this is 5 days. Feel free to ping us if you don't receive any update on the issue." would help remove any frustrations, and I believe everyone would benefit from such process improvement. What do you think?

Answer 7

According to "Content Creation and Community Guidelines" questions about SoloLearn itself are considered on-topic:

Sololearn’s community guidelines are driven by two core principles:
<...>
Stay on Topic: all posts and questions should be related to coding, programming, or *Sololearn itself*.

Answer 8

Bunny Could you shed some light on this issue?

Answer 9

My concern is less about long responses (that's understandable), but more about absent reaction to some of them. Even some automated reply stating that request was taken into account would help a lot in being sure that the issue won't get lost.

Answer 10

Bunny Sorry, but that's appears not to be the case. Do they consider emails, that were answered once to which I sent a follow up request for clarification, as answered?

As for now there are several emails that weren't answered.

1. The one about Extra Quizzes.

2. The one about how to send bug reports with screenshots and whether emails that are initially sent to info@... are being accepted. (Maybe it is unanswered because the team considers it as obvious, but it's not the case for me: all the emails I've sent to info@... as "opening emails" never got any reaction.)

3. The one requesting if there are any updates to the feedback forwarded to our development team for further investigation.

4. And I believe there was one sent from inside the app about an issue about the text in some course. I'm not quite sure about this one actially, but I remember it wasn't clear without a screenshot, so I was going to to wait for an answer, and reply with the screenshot if it would be needed.