Hello SongPop Community. This is something I see all the time, and I wanted to take a minute to explain to everyone.
The ZenDesk Ticket System marks the tickets we reply to as "solved". I really wish they would have a "responded" option instead. The issue is usually not solved with one email, and as support we know this. Unfortunately, that is just how it works. So when you get a ticket that says this has been solved or resolved, please know that we are still aware of and working on your issue. Also, you can reopen a ticket anytime by responding to it. This will set it back to the top of our queue.
We do not consider an issue solved until you tell us it worked for you, or when we know there is nothing further we can do. However, this is something we tell you, not something we let the ticket management system decide. The issue is resolved when you're happy. So please know that we are working hard for you and this "solved" status is not a reflection of what we think regarding the issue at hand.
We know this is confusing, but we have no way to change this. So, try to keep that in mind! We're here to help, until its fixed! :)
Thank you for playing SongPop!
Please visit our Knowledge Base and FAQ: https://songpop.zendesk.com/forums
Jess - SongPop Support SongPop.fm
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