Service Improvement

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  1. Improved KB

    Simply, what I want to achieve:
    - Great speed
    - Maximize CW feature

    For example, you have kb about w3tc. What if the question I don't see on the kb? Leaving a comment or live chat. But, many comments remain unanswered. And now I need to figure out how to set w3tc for maximum performance here in cloudways.

    Here on feedback forum. There's no quick answer.

    On the other side, on live chat the customer service seems distracted sometimes and giving kb as their reference. If the kb is important to for your customer service then please improve it.

    You…

    39 votes
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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  2. Alarm on bandwidth Monitoring by email

    Having to pay for a bandwidth that will rely on behavior of internet (such as robot attack, malware, what ever intention...) but not being able to stop the expense is not something anyone would sign for, woudl you?

    Therefore, having an alarm on bandwith with a threshold set by us is something to consider. Though the monitoring can be done through SSH , alarm must be done by email since none of us are spending they day watching the bandwidth consumption.

    I will not sign for the account for this reason. that is total not acceptable interm of business rules…

    28 votes
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    6 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  3. Add **Purge CDN** to Breeze

    When developing a site, site creators will always be toggling settings on and off to make sure everything is working correctly.
    Yet the only way to purge the CDN is to go all the way back into the CloudWays /apps/ dashboard, then purge the CDN from within:
    https://prnt.sc/jtwa07

    The benefits of my suggestion is that it will ease customer service request, reduce on live chat inquiries, and help the site owner alleviate problems when creating content & toggling settings + plugins:
    Add **Purge CDN** to the Breeze plugin's CDN tab
    https://prnt.sc/jtw8zm

    14 votes
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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  4. Documentation for server setting & packages

    Create a documentation to explain server setting & packages for basic and advanced tabs please, is help to chose better configuration for some aplications

    13 votes
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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  5. let Live Chat support see details of my account

    I'm using Live Chat while logged into my account, yet the staff never seem to know anything about who I am.

    Even when I provide the console URL to the application or server I'm having trouble with, I still get asked for the server IP and/or Application Name.

    The Support Staff would come across far more efficient if they could access the details in my account rather than having me repeat details stored in your own databases.

    10 votes
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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  6. Paypal Recurring billing

    I don't like having to update credit card info for every client. Would rather use Paypal and be done with it...

    9 votes
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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  7. Wait time for support should be added

    I prefer to wait for customer support rep that will answer my questions quickly than to not wait and have a support rep answer my questions slowly over many hours. Sure it looks good that customer support can be there right away as a selling point, but you'll have unsatisfied customers who have to wait for answers when they are chatting with support. I'd rather see an actual wait time and get a support rep who can answer me quickly as to not waste my time! So I'm suggesting that wait time be added for chat with support.

    8 votes
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    31 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  8. Please, stop rounding off charges!

    I think is not fair rounding off values, since we're not playing math, but dealing with money. By rounding values, people are unwittingly donating money to Cloudways! What about non dollar paying customers? As an example, by rounding $0.5 to $1, customers are paying more $0.5 for nothing, and customers which pay in reals are paying around R$ 1.65, just for nothing. Please, stop doing that. You are a company, not a non-profit organization we are helping with this "donations". If Cloudways thinks backups costs are high, simply make a price readjustment on it.

    4 votes
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  9. hide your chat area if you cannot provide it

    you put your chat icon in contact page but we cannot use it,
    make it hidden if you dont provide this service.

    3 votes
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  10. When going over the limit on Elastic Email service you need to notify before cancelling

    Hi, my account went above my elastic email credits but we were not notified and the system just stopped sending email to my customers. We noticed after two days that something was wrong. This is unacceptable. You need to give warning to your customers of impending catastrophic problems, otherwise we lose business. So we were really disappointed that something so simple to do and expected was implemented.

    3 votes
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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  11. Request root support via chat

    I'm not a IT professional, so I do like to have a server without the configuration/administration layer, but have encountered problems when installig certain apps (eg. ERPNext).

    It would be great if we could be able to request help of one executive who has root access and finally succeed.

    3 votes
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  12. Registration process using form instead a chat?

    Why I need to answer so many question on registration, and had to wait customer service? Why not using a form or something faster?

    2 votes
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  13. 2 votes
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  14. Best Live Chat Software - REVE Chat

    Get live chat software for your business to take it to a new level with increased number of satisfied customers. Reach Reve Chat today to discuss your requirements and get customized live chat software for your website.
    Visit - www.revechat.com

    2 votes
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  15. How to Fix Gmail Not Working Problem

    When with the great difficulty you remember the password and Gmail id and if it doesn’t get opened in the iPhone. So if you face the Gmail not working on iPhone issue then you have to be worried in case of urgent situations. You will have to no more bother about the Gmail not responding on the iPhone. iPhone is the most expensive and elite product is used even by middle-class people so you will obviously be very concerned about each and everything. I simply believe that all the iPhone users are too conservative about the functioning of any app…

    1 vote
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  16. Create a KB article on making a subdomain site with a separate application than main domain

    I think for regular folks like me it would help to have a KB article on simply making a subdomain with a new application. I think it's a common thing people want to do.

    so example... I have my main app with main domain www.example.com and the KB would show how to add something like store.example.com with separate WP install or other app...

    I think a KB like that would be helpful :) Thanks

    1 vote
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  17. Be able to view support tickets opened by team members without cc

    I need to be able to designate which of my Cloudways team member are part of my organization and then be able to view the status of any ticket they have opened.

    Your support ticket portal has 3 columns: My Requests, Requests I'm CC'd on, and Organization Requests but apparently Organization Requests does not work ???

    It's not enough to ask team members to try to remember to CC me on their tickets. Instead, I should be able to designate which of my team members are part of my organization and then be able to see the status of their…

    1 vote
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  18. Improve Technical Support - currently it's very bad

    Please improve the skills of your technical support agents. I run about 17 servers with you guys, but the Technical Support is now unbelievably bad. I am that point of looking to move all 60 sites somewhere else. And what's the point of having SLA if it's meaningless. You used to have good support. Now it's awful.

    1 vote
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  19. publicy display information for customers on how to make a complaint about downtime, support issues etc.

    It would be a good idea to have a section available where people can raise concerns and complaints about support or issues they are facing with their servers. From my experience so far your support team half the team don't have a clue about the products, how they work etc and it comes across that you are more bothered about response times rather than the actual content of the support provided. I have been attempting to get support on a very simple issue and have even explained how it can be rectified your end but no-one has a clue about…

    1 vote
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  20. Timed Tickets System

    I would like to suggest that a feature be added where tickets are timed. As in where there is countdown timer on tickets, so that customers can have an accurate time-frame as to when a ticket will be resolved by. This is to prevent customers from having to keep asking chat reps about this. It think the time-frame for a ticket to solved by should be decided by the appropriate engineer upon first receiving the ticket, and then a countdown timer put on the ticket. And the aim should be to resolve every ticket before the countdown timer goes to…

    1 vote
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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
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