Service Improvement

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  1. 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.

    5 votes
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      19 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
    • 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 →
      • 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

        13 votes
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          1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
        • 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 →
          • 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 →
            • 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 →
              • 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 →
                • Add A Chat System Analyzer

                  I have been blamed for bad connectivity issues. But I am based in Japan and on a wired connection with the Internet company Sonnet, which is one actually has the fastest Internet in the world. It's so fast that the U.S. government wanted to step in and regulate it, but the Japanese government was able to step in and allow Sonnet to continue operations.

                  Anyway, as I have been blamed for bad network connectivity, due to chats being disconnected. I suspect that this has nothing to do with my network and rather has something to do with the chat network.…

                  1 vote
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                    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                  • 1 vote
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                      0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                    • 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 →
                      • Custom Essay Writing Service Facilitation to apply work in set time

                        Custom essay writing service is glad for guaranteeing singular way to deal with each client who needs their assistance. Custom essay writing service is persuaded that excellent custom expositions composed by their specialists are the way to your scholarly achievement. In this way, on the off chance that you have issues with a prominent task, you require just determining the prerequisites, and their expert author will finish a custom exposition as indicated by your requests inside the time allotment you set.
                        Custom essay writing presupposes a significant exploration on the given subject. Luckily, every one of their scholars has degrees…

                        1 vote
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                          1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                        • 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 →
                          • 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 →
                            • server delete

                              To whom it may concern,

                              I am very disappointed in you. This is no way of sending emails to clients, I don't know of any other company that threatens their customers like that.
                              You have to change your language and your billing system instead of threatening people. I've had the bad luck of having my servers deleted even when I paid my invoice still on time due to a chat agent's forgetting to noitfy the appropiate team.
                              If not for my backups- a year's worth of work would've simply gone up in smoke. You are simply harming your reputation with…

                              1 vote
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                                0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                              • Add a Quick-Tour for new users

                                I would like to suggest a quick-start-tour and/or more info bubbles explaining/defining each option and fill-in box.

                                I'm a new customer I was lost when setting up my first server. The process is simple and straight forward, but I didn't understand what were applications, servers, projects and how they related to each other.

                                Applications I figured were wordpress installs, magneto installs, etc. But how was the application name going to be used? is it going to be directory name for the application install on the server or is it just the name used to manage and organize things on cloudways…

                                1 vote
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                                  0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                • Show chat icon at bottom right

                                  It's great to have the Online Chat tool, but whenever I need to minimise the screen to see something in Platform admin, I can only get back to it by clicking on the tab on the right and opening the Live Chat again.

                                  I've asked questions, had to close it to see what was being mentioned, then open it all again to respond or when I hear the ping notification that there's a new message.

                                  It would really speed up sorting out issues via chat. Thanks!

                                  1 vote
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                                    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Office Installation and Setup Guide - Octa One Networks

                                    We provide Technical Support and other services to you. We not only fix your MS office setup related issues but will guide with how to get started with your new Office 2016 product once it get installed successfully.

                                    Regards - http://www.officeccomsetup.com

                                    1 vote
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                                      0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Send an SMS to customer if he miss payment instead of deleting whole server!

                                      I missed the payment, haven't see emails, just logged in today my server has been deleted already and have waited to get answers. after paying money its been recovering. but just suggesting customer support should send customer an important SMS too, instead of deleting whole server. this will be unfair and disaster for business.

                                      1 vote
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                                        0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Knowledge Base Omission: Breeze vs. Varnish Exclusion Syntax

                                        The syntax of the exclusion URLs are different for each. Varnish expects relative URLs (/checkout/), and Breeze expects absolute URLs (https://domain.com/checkout)

                                        This is NOT mentioned at all in the Breeze KB article. And getting it wrong could screw up a site's ecommerce pages.

                                        1 vote
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                                          0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Activate my account

                                          i have problem, after i create my account cloudways i can't login and i can't do a live chat,nothing are working
                                          its saying for i can login,supports must activate it

                                          help me please

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