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31 votes
Accepted

"Contact us"... and then what?

To begin with - sorry for the delay in response to your ticket. Regardless of my formal and informal explanation of the scenario below, a sorry is warranted here. We'll look into getting a response to ...
Grace Note's user avatar
  • 84.7k
21 votes
Accepted

Compare methods of contacting the CM team

Emailing team@ will end up in exactly the same queue with exactly the same message. It is just an alias that we no longer use for outgoing email, so you'll never see us reply back with it (which can ...
animuson's user avatar
  • 189k
21 votes
Accepted

Let's have a formal way for mods to contact the Community Team about suicidal users in chat

This may not be a very popular opinion, but I wouldn't recommend doing anything further in potential suicide cases, and don't think such a feature is worthwhile to implement if the sole focus is "I ...
animuson's user avatar
  • 189k
20 votes
Accepted

Response email from Stack Exchange contains link to https://portal.stackexchange.com which I can't access

It is an internal-only system previously used for out of office (OOO) notifications that has no relevance to the public. I have no idea how that link ended up in that message. We will fix it on Monday....
animuson's user avatar
  • 189k
15 votes
Accepted

How long should I wait for Contact Support to respond?

Response time varies a lot, based on: How complicated the situation is. Whether anybody can handle it or it requires specific expertise. (For example, only some team members can make database ...
Monica Cellio's user avatar
15 votes

Why was the contact page interface changed suddenly?

As Catija said, we wanted to add another option into the contact menu, and decided to take that opportunity to improve it a bit as well - sorting the contact options into topics and generally ...
kristinalustig's user avatar
  • 4,665
14 votes
Accepted

Why is there an Ubuntu contact link in the contact pages of many SE sites?

Since repetition builds memory, I've been poking at this since your first and second requests about it came up on AU meta. We definitely don't want to keep around outdated links, though they do ...
Catija's user avatar
  • 106k
14 votes
Accepted

Did Stack Overflow/Stack Exchange shift from Jira Service Management to something new?

Yes, we have shifted back to Freshdesk. After spending a long while with Jira and implementing tons of custom functionality through user scripts to make the experience less {let your imagination go ...
animuson's user avatar
  • 189k
14 votes
Accepted

As of August 2023, is [email protected] still an active email address for reaching out to the SE Team?

Yea, it still works. We generally don't retire emails. If we ever decide to change it to something else, we prefer to redirect old ones to the new one due to them being plastered all over Meta etc. ...
animuson's user avatar
  • 189k
11 votes
Accepted

Since when did Stack Exchange start sending automated mails when one contacts Stack Exchange?

We actually started sending them quite some time ago when we used Freshdesk at least as far back as early 2018. I really don't know exactly when it got turned on. That was a direct result of Public Q&...
animuson's user avatar
  • 189k
11 votes

What recourse have users, if the "contact us" link to SE employees doesn't help?

None, really. The buck kinda stops there. While in theory in some cases you can ask on meta - meta's a place for clarification (as opposed to rants), and at a certain level SE's policies, and by ...
Journeyman Geek's user avatar
11 votes

Links in email from SE are weird

We are currently using another platform for technical support so it may explain the issue. All our responses have now been updated.
Charlotte's user avatar
  • 2,191
11 votes
Accepted

Why was the contact page interface changed suddenly?

Just to expand on Kristina's initial answer, which was much appreciated while we drafted and reviewed this longer one - The main reason for this change is that we we wanted to make a new option on the ...
Catija's user avatar
  • 106k
10 votes

Why is there an Ubuntu contact link in the contact pages of many SE sites?

Many users assume they can use the Contact Us page for any problem they encounter on the internet, including problems with Facebook, Google, Yahoo and Ubuntu. Stack Exchange only has (give or take) ...
rene's user avatar
  • 87.8k
10 votes
Accepted

Is the old help desk still used?

No it is no longer monitored and hasn't been for several months. The old Jira portal should not be used to submit support requests or reply to old requests. Update: We have disabled the ability to ...
animuson's user avatar
  • 189k
9 votes
Accepted

Useful links in "Contact" page

When exactly would a user that want to contact Stackexchange will find these links useful? When they are looking for Facebook, Yahoo! or Google help though they have ended up landing on a Stack ...
Oded's user avatar
  • 154k
9 votes

Why are Freshdesk tickets deleted after they've been closed for a year?

animuson's answer: They are deleted because of GDPR. They contain private information that we don't wanna keep sitting around indefinitely, and it's too difficult to incorporate it into the process ...
Franck Dernoncourt's user avatar
9 votes
Accepted

Where can I see the content of tickets I raised on the Stack Overflow community support portal (https://meta.stackexchange.com/contact)?

Generally, nowhere. We don't provide any utility for viewing your past submissions anywhere on our sites. We don't keep copies of the ticket submission anywhere in our own databases - only the fact ...
animuson's user avatar
  • 189k
8 votes

Has average response time changed since The Firing, and if so, by how much?

Tldr: unless contractually obligated no organisation is likely to share that sort of statistics. Tbh, CM contacts have been a little slow for quite a while. It's a small team, with fairly nebulous ...
Journeyman Geek's user avatar
8 votes

Feature request: append text of Contact Us submission when sending auto-response

We cannot do this. Because we don't validate the email address being typed into the box, sending the message back allows someone to utilize our contact form as a method of spamming other users by ...
animuson's user avatar
  • 189k
8 votes
Accepted

Add an "estimated response wait time" to the contact page

This is just not possible to calculate. We're not a phone line where customers generally only spend a matter of minutes talking to a representative and we can just plug it into a formula to generate ...
animuson's user avatar
  • 189k
8 votes
Accepted

Contact Support email with wrong user name

The support system merely takes the first part of your email address (everything before the @) and uses it as a name when automatically creating the contact upon receipt of your first email. It is not ...
animuson's user avatar
  • 189k
8 votes
Accepted

Can't open a ticket for merging accounts; Error occurs even though all fields are included

Thank you so much for reporting this issue! This was happening as a result of a refactor that changed every place where we reference the 'OtherProfileLink' except for one that continued to reference ...
kristinalustig's user avatar
  • 4,665
7 votes
Accepted

CM ticket response surveys are missing inputs

Thanks for pointing this out! I did some testing and turns out the survey is not mobile friendly. If you're on a PC, mousing over the radio buttons will change color and display a simple yes or no. ...
Juice's user avatar
  • 3,607
7 votes

Asking Meta users vs using Contact Us button?

You don't contact the help center. It's a periodically updated and static resource of essential information of the running of the site. It is stuff that's necessary to know. As such the help center ...
Journeyman Geek's user avatar
7 votes
Accepted

Contacting someone from Stack Overflow team?

Many of the Community Team (aka Community Managers) have a direct email address in their profile. This means they allow users to directly email them. You can try emailing one of them and ask if they ...
Shadow Wizard Love Zelda's user avatar
6 votes

Has average response time changed since The Firing, and if so, by how much?

Well, I only have my own experience. I contacted the team directly via email in the past three times (as far as I remember), and the response times were between one week and half a year. I submitted ...
Shadow Wizard Love Zelda's user avatar
6 votes
Accepted

Chat suspension sentence on the Contact page cannot be localized

Now I see that sentence on Traducir. Thanks for fixing.
αλεχολυτ's user avatar

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