Your position in our internal ticket queue is determined as soon as you submit a ticket. Experts can view and reply to your ticket while you wait, and you will never lose your original place in line.
We have many Experts online and active at all times of day, which means that if your ticket is resolvable by a player Expert you’ll receive a reply from them more quickly than it would take for your ticket to reach the front of the queue. Depending on volume, it may take considerably longer to receive a response from a KIXEYE representative, so please keep this in mind if you request that your issue be escalated.