There might be a few reasons why you still haven't received a reply:
1- Your e-mail might be invalid/wrong or somehow blocking us from sending you any mails.
Please make sure your e-mail with which you logged in on Zendesk is a valid one. Also it wouldn't hurt to check for typos in your mail address as well. Better safe than sorry :)
2- Your e-mail might have never reached us.
Please make sure you are writing to the right game and address. Is your question or problem about Cafeland World Kitchen? Then you've come to the right place! Was it about an issue with Facebook Cafeland (web) and you sent it to us instead? Then this means your ticket got lost on the way and never reached Cafeland Web team! :(
If your issue is about Facebook Cafeland (web), send your mail here: firstname.lastname@example.org
Remember, this is the support portal for Cafeland World Kitchen (mobile).
Also please double check the e-mail address you send your mails to if you've chosen to do it manually.
3- Your ticket subject is covered in the FAQ section and decleared as "may not be able to be replied due to heavy ticket traffic".
We try to answer every single support ticket.
However there's a lot of ticket traffic and sometimes recurring tickets about balance changes that are not bugs such as the counter limit decrease may not be answered due to the large volume of tickets about the same issue. We appreciate your understanding on the matter.
4- Your support ticket contains swearing or deragotary words and unkind language, even after being given a warning about it.
As per our company policy, we encourage an open and friendly conversation with our players at all times.
If your mail contains racist remarks, insults, false accusations or derogatory words aimed at an agent, you will be given a warning to not to maintain the same attitute. If you continue to do so, your tickets may be ignored and eventually, you may be banned from the support portal and this may even lead to a ban from the game itself.
5- The volume of the support tickets are extremely large and support agents have hard time keeping up.
We try to answer every single support ticket in time because our players really matter to us.
But sometimes, especially if a problem occured with the game, ticket traffic may drastically increase and our agents may have hard time keeping up. This doesn't mean your ticket will be left unanswered, just that it may take a few days before our agents can take a look at it and address the issue. Your patience and support is greatly appreciated in such cases.
Creating multiple tickets only slows our agents down and cause your issue to be addressed perhaps even later.
If none of the above solutions and suggestions work out for you, please feel free to send us another ticket about your problem or suggestion!