53 results found

1. 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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   0 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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2. 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

   3 votes

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3. 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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   1 comment  ·  Customer Support  ·  Delete…  ·  Admin →
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4. 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!

   2 votes

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   4 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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5. 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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   2 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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6. 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.

   4 votes

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   2 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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7. 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

   2 votes

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8. 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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   2 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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9. 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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   9 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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10. 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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    2 comments  ·  Customer Support  ·  Delete…  ·  Admin →
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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

11. Better Warning on Server Deletion on Trial Expiration

    Cloudways must improve the warning system for trial expiration!! Upon expiration the server is deleted however in many cases the client is using serever as development site before launhing into production. CloudWays should send more email warning of the impending deletion of the server so the client is forewarned to take action beforew losing all their work! Currently there is an email 3 days before deletion but that is not enough there should be a 24 hr, 12 hr and 2 hours prior warnings that server will be deleted.

    2 votes

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    1 comment  ·  Customer Support  ·  Delete…  ·  Admin →
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12. 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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13. Online call assistant

    Wondering, Does talk therapy work? Just To Talk offers a confidential space where experienced therapists help you explore your emotions and achieve clarity. Through guided conversations, talk therapy can improve mental well-being, reduce stress, and promote personal growth. Start your journey toward healing today with Just To Talk.
    For more details visit our site: https://justtotalk.com/how-does-talk-therapy-work/

    1 vote

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