What exactly is the process right now?
For example, sometimes some of my colleagues open a support ticket and is being looked into (like other usual NAM ticket or AppMon ticket do) while sometimes my ticket would immediately get a reply like this:
So I am not quite sure why sometimes I get this while sometimes I didn't. Also, I've use in-product Chat functionality before but didn't get back any reply. So I would like to sure that in-product chat is something like these?