Another question in regards to the automated Support system

Hello,

I was talking to a Support employee some weeks ago, and was told that I could reply directly via email after my Ticket gets closed if needed, and that - if I write the number of Support ticket there - the same employee would get back to me.

However, after replying to the latest e-mail, I got an automatic response saying that I would not get any reply at all and that I should only use the chess.com/support form.

I tried to ask the Chat bot there, but it could not find any answer(s).

Should I take that automated response for granted and start a new ticket, or wait some time for an answer and hope that it would work the exact way that the Support employee has suggested?

These new changes to the Support system are indeed EXTREMELY confusing...

Thanks a lot in advance!

Staff don't generally respond in the forums so it might be best to start a new process. If the original reply gets responded to they should be able to cancel the new one if needed.

Thank you so much, Martin.

I guess that I'll start a new ticket then, and ask there to be connected to the previous Support agent.

I did not really want to 'clutter' Support with (more) tickets, but you are right that it's probably the only way of finding out whether the system actually works the way that the previous employee has implied, or if emails without an ongoing ticket get (automatically) 'dismissed' no matter what.

I don't think they hurt dismissed no matter what but may have a max amount of time after which they are fully closed.