Talos Intelligence - Tickets are stuck in Processing

[JuliaMora15110]

Hello, 

I’ve attempted to email Talos Intelligence through the Support Ticket portal and also opened a Cisco TAC Case, but our Talos Intelligence reputation tickets have been stuck in a "processing" state for over a week. I haven’t received a response from Talos Intelligence regarding the issue (I do not believe they are receiving my email requests), and TAC informed me that they don’t manage the Talos Intelligence portal. Could you advise on the best way to contact Talos Intelligence to review the situation and determine the cause of the delay in processing?

[AustinScott1688]

My submissions have also been stuck in the "Processing..." state since Feb 6, and I haven't found a way to submit a ticket regarding the stuck status, either. If you find a solution, please share! Thanks.

[JuliaMora15110]

Thanks, Austin! I appreciate the confirmation—thought we were the only ones dealing with this. I opened a Cisco TAC case since there’s no direct way to email the Talos team for support. TAC confirmed they can't help because they don't manage the portal, so it seems there's no way to contact Talos directly. On the bright side, one of my stuck tickets from 2/5 was finally responded to today, so it looks like there’s just a huge backlog.

It’d be great if Talos could provide an update.

[AustinScott1688]

Thanks for the update. That is good news you are seeing movement. Shortly after I made my earlier post, my pending requests from Feb 6 have been processed as well.  So hopefully things have been 'unstuck' for us! But yes I would agree there is likely a backlog of requests for them to deal with.

[suleman-dhada]

For me my tickets are still showing as processing nothing has changed whatsoever