42 results found

1. invoice upi option

   hi please update upi options like gpay , amazon pay or razor pay option that is very esay to pay your invoice on time

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2. Offer a clickable facility to select a range of invoices and download to the customer's computer. Necessary for tax calculation

   To remove the tedium of downloading 12 invoices each year one by one

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3. we want to change our mail address

   we want to change our mail address
   change of address or the user name presently NOT possible
   try to improve t
   Thanks

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4. Update active tickets when you are investigating

   The ticketing system has no indication that a call is actively being worked on. I understand that some tickets take some time to investigate, but it would be helpful to know when a ticket is actively being worked on even if there are no results on the investigation yet.

   Also, if the ticket is going to take some time to action (ie large/slow process) then inform the ticket/client of an expected timeline rather than leaving the ticket without an update for hours at a time.

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5. Add feedback option under the help section plus have a feedback link on each page

   Feedback options are still hard to find -- only found one after 3 to 4 mins looking

   • no link on the bottom of subpages - would be great to give page-specific tips and ideas
   • nothing in help if I type feedback into search
   • no option button at top or bottom of help area which is 2nd place I looked after looking at the page footer

   Thanks for a great system -- it's really good -- and I would be happy to help it be better :)
   - atAdd feedback option under the help section plus have a feedback link on each page

   Feedback options are still hard to find -- only found one after 3 to 4 mins looking

   • no link on the bottom of subpages - would be great to give page-specific tips and ideas
   • nothing in help if I type feedback into search
   • no option button at top or bottom of help area which is 2nd place I looked after looking at the page footer

   Thanks for a great system -- it's really good -- and I would be happy to help it be better :)
   - atAdd feedback option under the help section plus have a feedback link on… more

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6. make sure emails have the account CLEARLY marked on the emails

   I am receiving billing emails that tell me invoices paid BUT not linked to an account -- I have over 6 accounts to manage and have NO idea whicj account is being referenced -- thanks

   ---

   Hi David,

   A quick note to let you know that we have successfully charged the invoice listed below:

   ---

   Invoice Number: 629543

   Amount: 171.15 USD

   You can view this invoice in the invoice section inside platform.

   Feel free to get in touch with us via Live Chat for questions/comments.

   We appreciate your business!

   Thank you,
   Cloudways Team
   www.cloudways.com

   |LASTSERVERDISCLAIMER|

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7. Automated e-mail creating Confusion and Misunderstanding from both sides for NO reason at all

   Automated E-mails Like this can create confusion and misunderstanding for cloudways and the Client for No reason at all
   (you can talk to Wagas N. abut this issue, which needs great attention and improvement!)

   Hi,
   A new domain: xxxxxxxx.xxx has been added to the Rackspace email addon.

   To make sure that you receive emails through the Rackspace addon, please update the DNS MX records. For this, refer to the Rackspace documentation (https://support.rackspace.com/how-to/set-up-dns-records-for-cloud-office-email/).

   Note that you do not need to update the DNS records everytime you add an additional mailbox on the domain: xxxxx.xxxx
   Regards,
   Cloudways Team

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8. improve your onboarding process

   I have had a pretty terrible onboarding experience. You issued me a blacklisted IP so I am not able to use transactional email. Your reps then tried to lie to me and tell me it is the domain that is blacklisted. Horrible horrible horrible!

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9. 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

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10. 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

    18 votes

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11. 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 tickets.

    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… more

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12. 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 zero. And there should be reports reflecting what percentage of tickets were resolved by the point where the timer hit zero. And there should be a maximum time period for a ticket of 48 hours, and 24 hours for urgent issues.

    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… more

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13. Please can you notify your customers via email about current vulnerabilities with Wordpress etc

    Please can you notify your customers via email about current vulnerabilities/wide-spread attacks with Wordpress and other software packages asap.
    Today I was made aware of any issue with one of my customer's sites which was not posted on all vulnerabilities sites. On contacting cloudways I was told by a Cloudways representative that there was a current widespread attack on Wordpress sites with a suspect certain version of a plugin installed, that was impacting on a large percentage of wordpress installations.

    How come you don't notify your admin clients when this first becomes apparent so that:
    1. It reduces your service/support contact points;
    2. Your clients can assist their clients;
    3. We are able to address the issue as soon as possible to prevent follow-on effects.

    I hope that this happens in the future.

    Thanks

    Please can you notify your customers via email about current vulnerabilities/wide-spread attacks with Wordpress and other software packages asap.
    Today I was made aware of any issue with one of my customer's sites which was not posted on all vulnerabilities sites. On contacting cloudways I was told by a Cloudways representative that there was a current widespread attack on Wordpress sites with a suspect certain version of a plugin installed, that was impacting on a large percentage of wordpress installations.

    How come you don't notify your admin clients when this first becomes apparent so that:
    1. It reduces your service/support… more

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14. 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!

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15. 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.

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16. 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 interface? And how did projects relate to this? What are the rules for projects? Can only applications go into project or can also servers? What is the purpose of projects?

    And then I see on the menu bar there is Team, CloudwaysBot, Add-ons. In my mind im thinking "what the heck are those things and how to they relate to servers, projects, applications, what are they used for?

    Where do I go to manage billing? How does billing work? I use to have a digitalocean account so I know how it works but if this was my first time using something like this I would not know.

    What is "what's new" and "share love"?

    More importantly, what does "add channel" do? Sounds kind of important but I have no idea what it is.

    I thought "It would be nice if there was a quick-start page or tour explaining the important features and definitions of your system." Unfortunately, there isn't. If I wanted to get that info I either would have to start a live chat which is no problem because your customer service on live chat is great. But not only is this approach slow for me, it also costs your company money. The other option is to look up each individual feature on your knowledge-base and figure it out which is kind of a hassle.

    One way to deploy this idea is to walk through setting up a sample server for new users on the website. Another option is to have a quick-features tour in your knowledge base in written format with pictures. Another option would be to have a short 2-3 minute video explaining each feature and they are used. You could host the video on Youtube and insert it into an article in your knowledge base. You could do a quick start tour that takes a person from setting up their first server and accessing it. And you can have another detailed tour explaining and defining each feature and options in the cloudways account/interface.

    I blabbered on long enough ':D I hope this stimulates ideas for you guys :)

    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… more

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17. Connect your chat system with your support ticket system

    1. Chat doesn't have a timestamps, please add this. I've often been waiting online for a while and I'd like to know how long I've been sitting there.

    2. Provide ability to leave chat and have staff open ticket for you.

    I've been on chat before while the server was being checked out for almost an hour. I had to leave for an appointment. I asked if they could reply back to me in a ticket and they said to just stay on chat. I told them I had to go and they said to just leave the page open. When I came back an hour later, they had closed the chat. There was no resolution, there was no email.

    I had to them open another chat to find out what was going on. It's not always possible to stay on chat and I would like the support techs to be able to reply by email in a ticket so that there is good tracking of what has happened.

    1. Chat doesn't have a timestamps, please add this. I've often been waiting online for a while and I'd like to know how long I've been sitting there.

    2. Provide ability to leave chat and have staff open ticket for you.

    I've been on chat before while the server was being checked out for almost an hour. I had to leave for an appointment. I asked if they could reply back to me in a ticket and they said to just stay on chat. I told them I had to go and they said to just leave the page open. When I… more

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18. 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...

    13 votes

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19. 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.

    14 votes

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20. Enable an automatic payment option.

    You guys have to add automatic payment from month to month. It's crazy it's not already here.

    2 votes

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    Cloudways responded

    Can you clarify ?. We already have automated invoice charging (to the registered CC card) at the end of the month.

    Cloudways Team