A lot of confusion on my age appeal requests PLEASE HELP

I'll set the scene first.
I got suspended for being under 13 when I'm not on 12th June. I made an appeal the same day via email because that's what I did the last time this happened. It automatically replied and told me they were no longer accepting emails and to use the ticket form instead, which I did.
The next day I realised I didn't include a picture of my face, username on paper and ID, which I did by resubmitting my appeal.
8 days after my first ticket and 7 days after my second one (today) I learnt that we can log in here and discuss this stuff and look at your tickets to here I am. I saw that the email I sent got converted to a ticket and was marked “solved” and the ticket I sent the day after is also marked “solved”. My initial ticket is marked “open”. I have questions on this stuff that I really need answers to because I really need this account back and I want to beat the 30 day mark so my account isn't gone forever.

Question 1: What does “Open” mean? Does it mean they've seen my ticket and are looking into it? Does it mean they're ignoring it? Or does it mean my ticket is pending being seen?

Question 2: On my open ticket it says “add to conversation”. Should I include the selfie I took with my age-confirming information they requested? Will they see this?

Question 3: I selected “appeal an action taken on my account” instead of “update my age information”. Does this matter? Is there a difference to how it will be handled?

Question 4: If the answer is no to question 2 and/or the answer to question 3 is yes, should I resubmit the ticket?

Question 5: Since 2 of them are marked as solved does it affect my chances of getting my account back soon (or at all) if I resubmit despite one being marked as “open”?

Question 6: My open ticket's number is lower than the most recent ticket's (that was solved). Since the ticket I submitted after is marked as solved does it mean they've seen my earlier ticket already or is this an automatic thing?

Question 7: If something's gone wrong in my appeal (such as my image being blurry if I accidentally submit it blurry) will they email me and we go back and forth? Will they inform me and I have to resubmit a ticket? Or will they reach back to me within my ticket on this website? I'm very confused on this part.

Question 8: What does "Last activity" mean? Should this concern me?

Anything is appreciated. I really need my account back.

Errоr 404

20. Juni 2024 14:11
Bearbeitet

1. An "Open" ticket in Discord Support(Zendesk) means that the ticket is currently active and assigned to an agent who is working on it. It signifies that the issue is being addressed and hasn't been resolved yet.

2. Yes, you should add the selfie and any other required information to the conversation. Adding the requested details will provide the support team with the necessary information to process your appeal.

3. The category selected might influence the initial routing of your ticket, but both categories are related to account issues. If there is any confusion, the support team typically reroutes the ticket to the correct department

4. Since the answer to question 2 is yes and the selection in question 3 is not critically different, you should not need to resubmit the ticket. Just add the required information to the existing open ticket.

5. Tickets marked as "Solved" can still be reopened and updated if needed. It does not negatively impact your chances if you resubmit, but focusing on the open ticket by providing the required information might be more efficient.

6. The ticket number being lower just means it was created earlier. The status being "Solved" indicates that an agent has addressed that specific ticket. The open ticket being older doesn't necessarily mean it's been seen yet; it just hasn't been resolved.

7. If there are issues with your submission (like a blurry image), the support team will typically reach out to you within the ticket for clarification or additional information. You usually won’t need to submit a new ticket for this

8. "Last activity" indicates the most recent action or update on the ticket. This helps track when the last interaction happened. It should not concern you as long as you are providing the necessary information and waiting for their response

For the best outcome, ensure all required documents and details are added to the open ticket. This approach helps streamline the resolution process.

In Conclusion, Just wait 😅

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