Typical turnaround time for support tickets?

[pourmyparty]

Hey, guys. I filed a support ticket 13 days ago, but still have not gotten a response. Is that typical?

I am trying to figure out why my traffic/impressions suddenly vanished to all of my pins starting on May 28 and has not returned. I havent gotten any sort of alert from Pinterest that I am in violation of terms.

I use the Tailwind scheduler to post about 2/3 fresh pins + 1/3 re-pins, pin daily with 2+ days between posting the same pin to a second board, and no more than 10x boards per pin, 3-5 hashtags per pin, and feel like I am abiding by Pinterest guidelines, but perhaps I am still doing something wrong?

As a one-person operation, I need to be prudent with my time, and while I feel like Pinterest is a great fit for my audience (in the wedding space), it's tough to justify without any real value return. Would love to resolve this and keep pinning...

[PinterestGabby]

Hey @pourmyparty, welcome to the community and thanks for sharing your experience with us. Could you share the ticket # so we can track and escalate on our end? The number should be located in your email. Thanks and look forward to hearing from you! 

[pourmyparty]

Hey, Gabby. Really appreciate you taking the time to respond.

No obvious ticket number was included in the email, but the email address itself did contain what appears to be a unique code "id5525604".

Is that helpful or are you in need of something else? Thanks again!

-Brian

[PinterestGabby]

@pourmyparty Hey Brian, this is an example of what a support ticket would look like via email. You can see the request # in the copy. Hope that helps! 

 

[pourmyparty]

Hi there. That does not look at all like the email I got:

[PinterestGabby · Accepted solution]

Hey @pourmyparty, I was able to locate your ticket and escalated to our team who will be in touch. Let me know if you have questions in the meantime. Thank you!