The Official Fiverr Blog

Hi Fiverrs!

Lately, we’ve been hearing a lot of feedback about the response time of our customer support team, and wanted to take a moment to address some of the issues you may be experiencing.

First off, a “congratulations!” are in order. Our community is growing exponentially which is super exciting. Let’s take a second to welcome all the new comers – “Welcome aboard, guys!”

Due to our rapid growth, there has been an increase in the number of support tickets and therefore, the Customer Support team has noticed an increase in response time. In order to keep things timely and streamlined, we want to remind you about a few tricks that might help get the answers you need as quickly as possible.

1) The Answers are at Your Fingertips

If you are looking to get your questions answered in a jiffy, look no further than the Knowledge Base. Here we have a wide variety of questions already answered for quick reference. If you still can’t find the answer you need, no problem. Feel free to open a support ticket.

When submitting a support ticket it is very important to select the most appropriate category on the feedback form. This way our Customer Support team can review your request and get back to you as fast as possible without having your ticket bounce around from category to category! (We may like pinball, but we want your tickets to take the most direct route.)

3) One Ticket

Please remember, one ticket will suffice. We promise to get back in touch once you submit a ticket. Your experience with the Fiverr website is very important to us at HQ and we are working hard to respond as quickly as possible. If you suspect your ticket did not make it, check its status by logging in here and clicking “Check your existing requests”.

You can also add any new issues to an existing ticket by clicking the same link and continuing to the current ticket conversation. There you can track your issues as well as our responses. All of your concerns wrapped up in one tidy support request.

 4) Mutual Cancellations

Guess what else… mutual cancellations can be done without Customer Support. You can do it yourself and it still won’t affect your ratings. Find out how to do it here.

All of this said, the most important thing to our team is you – our community.

The highest priority is to answer your concerns. We are taking several measures to improve response time and continue to handle your requests in a timely manner. Thank you for the patience and understanding while we tweak to make things run that much better for you.