Urgent Escalation Request – Ticket #1979449

Hi ​@graphicsfran, Celyn from Figma Community Support here.

Thanks for reaching out here, and I'm sorry to hear that this issue is having such a significant impact on your work.

I was able to locate your support ticket (#1979449), and I've gone ahead and escalated it internally to highlight the urgency of your request.

The team will review your case as soon as they're able and will get back to you directly via your ticket with an update.

Thanks for your patience in the meantime 🙏 

Hi Celyn,

Thank you very much for your quick response and for escalating ticket #1979449 internally. I truly appreciate your help.

This issue is having a significant impact on our team's ongoing work, as the missing Figma file contained approximately 30 design samples that were being actively used by our organization.

In addition to recovering the file, we would also appreciate any assistance in determining what happened to it. If possible, we would like to understand whether the file was deleted, moved, or otherwise modified, along with any available details regarding the account responsible, activity logs, timestamps, or related audit information.

Thank you again for your support and for highlighting the urgency of this matter. We look forward to hearing from the team as soon as possible.

Kind regards,

Ayushi
Graphics, Franciscan Solutions Pvt. Ltd.

Hi, ​@graphicsfran 👋 I’m covering for ​@Celyn_L this afternoon. I checked on your support case and see the agent was able to restore your file. They also provided a reply to your additional questions. Please let us know if you need any additional help. Have a wonderful rest of your week! — Jaycee

Hi @Jaycee, thank you so much for your help and for following up on my case. I really appreciate you and @Celyn_L for escalating it and ensuring it was resolved. The file has been successfully restored, and I'm very grateful for the team's quick support and assistance. Thank you again, and I hope you have a wonderful rest of your week as well!

Hi ​@graphicsfran, thanks for taking the time to share an update!

You’re most welcome, glad to hear that the file has been successfully restored.

It was our pleasure to help, and we're happy we could get everything resolved for you.

If you ever need anything else, don't hesitate to reach out. Wishing you a wonderful rest of your week too 🙌

Thanks ​@graphicsfran 😊 I hope you have a fantastic weekend! — Jaycee