ZBrushCentral

How long should i let a ticket sit untouched before i send a 2nd ticket?

ZBrush Usage Questions
#1

Sorry to bother you with this, But i was wondering if it was ok to send an additional ticket if my current ticket has not been touched in 24 hours?
I don’t wish to annoy my tech, but I have been waiting since the 17th to unlock Zbrush and use 3.5. I registered, got the “this page is for those who upgrade to 3.5” page, no 2nd serial. Zbrush 3.5 is locked. I gave the tech a copy of the URL i got, and screen shots of the various zbrush windows show activation failure.
Im trying my best to be patient. Not be annoying. I just bought Zbrush. Unfortunately the week of the upgrade. :frowning:
I just wish i knew that my ticket was at least being worked on.
again I’m sorry to bother you with this. I was hoping maybe you had a way to see if others have my issue? Or the WIP status of my ticket?

thank you for your time.

#2

on the edge of being to impatient i guess. I just got an update on my ticket. Hopefully my issue will be resolved soon.

Sorry to bother you Support.

#3

Most support tickets are currently able to be handled within one business day. However, some with unusual situations are taking longer.

In your particular case you are experiencing a very unusual situation. The most common cause is if you’re trying to use ZBrush 3.1’s serial number instead of the new one for ZBrush 3.5. For users that this doesn’t apply to, we’re having to refer it to the team that’s in charge of the licensing system so that they can investigate and try to find the cause. That’s not something that we can reply to immediately.

Opening new tickets doesn’t help. If you are really curious the best thing is to log into your Support account where you can view the status of and update your tickets. Or you can reply to the email that was sent after you submitted the ticket. That will update the existing ticket rather than creating a new one.

#4

Our company never received the upgrade email for the 5 licenses we have. I have created new tickets, replied to exsisting tickets and still nothing. The first one I submitted was on Sunday the 13th.

What should I do?

#5

Companies with five or more licenses are sometimes taking longer. We’re going through them as quickly as we can.

In the interim you do still have the version that you purchased: ZBrush 3.1. We will continue to support that for as long as necessary.