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no support and no response

  • July 31, 2026
  • 3 replies
  • 24 views
Theresa Lösch

How can I escalate a ticket that was opened more than four days ago? How do I escalate it?

We have the Enterprise license and therefore have a few questions. Even after sending several emails, we haven’t received any support. Our official contact person says he has left the company. The new contact person he gave us isn’t responding to any emails either. What can I do?

Best answer by Celine_

Hey again ​@Theresa Lösch , good news, the support agent replied to you. Please check your inbox directly when you can and continue the conversation directly there.
I’ll go ahead and close the topic here, thank you.

This topic has been closed for replies.

3 replies

Celine_
Figmate
  • Celine_
  • Community Support
  • July 31, 2026

Hey ​@Theresa Lösch , Celine from the Community Support team at Figma here. Thanks for following up. I was able to see your support case, and I've gone ahead and escalated it internally with our support team.

I apologize for the delay in getting back to you. Someone from the team will review your case and follow up with you as soon as possible. Thank you for your patience in the meantime!

    Theresa Lösch

    Thank you very much for your reply and your help ​@Celine_ !

    Celine_
    Figmate
    • Celine_
    • Community Support
    • Answer
    • July 31, 2026

    Hey again ​@Theresa Lösch , good news, the support agent replied to you. Please check your inbox directly when you can and continue the conversation directly there.
    I’ll go ahead and close the topic here, thank you.

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