Problem: The client is experiencing an unresolved issue and is seeking live support due to the time zone difference with the assigned support person, which is causing delays in communication. Solution: We recommend closing the current ticket by marking it as resolved and then attempting to open a new request for a live chat session. We explained that the live chat system assigns requests to available slots with colleagues who are handling live chats. If no slots are available, the request automatically becomes a support ticket. If the client is unable to find a live chat session at a certain time, we suggest trying again at a different time of the day.
Please note that this solution might not be relevant if it's outdated or not applicable to your case. If so, we encourage you to open a new support ticket. We also highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please contact us through the WPML support forum.
Problem: The client requested to hide their URL from the public ticket as it was visible in multiple attachments (screenshots). Solution: We informed the client that URLs are automatically hidden for anyone not logged in as the client or as a supporter. We suggested that the client open an incognito window or log out of WPML.org and reload the page to confirm that the URLs are indeed hidden. Additionally, we took action to remove all the images from the ticket as requested by the client.
If you're experiencing similar concerns about your URL visibility or sensitive information in a support ticket, we recommend checking the ticket while logged out to ensure that your information is hidden. If you still see sensitive information, please contact us to address the issue. Keep in mind that the solution provided here might be irrelevant due to being outdated or not applicable to your case. We highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket with us.
