Hi,

I am writing on behalf of Intersango to address this issue publicly.

I would like to state that the OP's claim is inaccurate and does not properly represent the situation.

The user failed to change the ticket status back to "Needs Staff Action" and it stayed throughout all messages on Needs_user_ attention.

We are a young company and we concede that our new support ticketing system (it was only up a matter of days) at the time the user opened his ticket was not the most intuitive. After a few days of operating under the new ticketing system users were instructed in replies to remember to change the ticket status back to "Needs_staff_attention" after responding.

The claim that the user was ignored is false. By the time OP's post was made the issue leading to the user's situation had been resolved. This thread was brought to our attention by the user's final response, in which the ticket automatically changed from "Needs_User_Action" to "Needs_Staff_Action".

Thereafter, the situation was resolved quickly. We have contacted the user,  encouraging him to update his posts, but we have not received a response.

Inherent in his own ticket he can see that the ticketing system was already changed before he made this post so as to avoid the issue that the user faced in the first part.

We would like to apologise to the user for our previously unintuitive ticketing system. We are continuing to develop a more intuitive, user-friendly site.  We acknowledge that this aspect of our support system was not as efficient as it could've been and this is why we've added the development.


There was certainly no intent to ignore or disregard the issue. Feel free to try our our support and test our response times at support.intersango.com

Ask us any question, even a general question, about bitcoin or about whatever you wish and we will try to respond in a timely and professional manner.