Interactions with BlueStacks support staff

I recently had an interaction with BlueStacks support staff on Reddit, and since it’s kinda hard to express everything with screenshots and whatnot in a typical Reddit “reply” I decided to put it on Medium for better formatting.

Basically there was a user saying they reported an issue by sending a ticket in and never heard back. I responded by saying it’s possible BlueStacks responded but he was just never notified, because their ticketing system doesn’t do that unless they’re awaiting response from the user and never hear back for 2 days. Specifically this is what I wrote:

Afterwards, I got a response from BlueStacks staffer Zuphlas_:

And the following is my response:

Hi u/Zuphlas_

Thank you for your response, but I don’t know what to tell you. The ticket in question is #1073045, perhaps you can investigate yourself and figure out what went wrong there.

So basically here’s what happened. I sent an email to <support@bluestacks.com> documenting my issue (first mail), a ticket was created and I got an autoresponder (second mail). A couple of days passed and I didn’t get any response, so I decided to check the ticket manually by visiting the link and lo and behold there was a response from BlueStacks Support India but I was never notified. I then responded and also asked why I was never notified and their response was “We do provide 2 days reminder to the users if there is no response from their end”. And this time I did get a notification via email (third mail).

This is a screenshot of my mailbox showing that there were only 3 mails in this thread:

Here’s the screenshot of the second and third mail (I left out the first one for brevity):

This is a screenshot from Zendesk showing the tail end of my email to <support@bluestacks.com> which created the ticket and BlueStacks’ response which I was never notified via email:

So there you have it. Pretty sure this was not the only time where notification mails were not sent. Hope this helps with investigating why this is happening and prevent it from happening for other users, thank you.