easyhosting Posted September 4, 2012 Share Posted September 4, 2012 Easyhosting > Yes, all that is correct, EXCEPT for tax and VAT purposes. Don't you think people that live in the Canary Islands would know better than you? the links were in direct reply to scot steves comment saying "its a common mistake and people think it is part of Spain but from an EU perspective it is not." which is wrong 0 Quote Link to comment Share on other sites More sharing options...
Daniel Posted September 4, 2012 Share Posted September 4, 2012 I'm now at 1 month without a response to a ticket that'll take them 2 minutes to resolve. Time to start looking at other solutions I guess... 0 Quote Link to comment Share on other sites More sharing options...
msaunders Posted September 4, 2012 Share Posted September 4, 2012 I am finding it very difficult to understand the massive delays in ticket responses people are reporting. Why does a ticket take 1 month to respond too ? Is this showing a flaw in the WHMCS ticketing system itself and in how its capable of handling massive ticket volumes or is it an issue with staffing ? 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted September 4, 2012 Share Posted September 4, 2012 I am finding it very difficult to understand the massive delays in ticket responses people are reporting. Why does a ticket take 1 month to respond too ? Is this showing a flaw in the WHMCS ticketing system itself and in how its capable of handling massive ticket volumes or is it an issue with staffing ? I dont think its a flaw in the ticket system, most likely staff and a selective approach to tickets as i like a few others get quick ticket replies and resolutions 0 Quote Link to comment Share on other sites More sharing options...
brianr Posted September 5, 2012 Share Posted September 5, 2012 you really have no idea how a ticket system works do you? if you update a ticket with "Hello can I have an update please? " it marks the ticket as "customer reply" and moves to the end of the queue as it shows as a ticket reply Actually... Most professional ticketing systems order by "time in status", not time since last action. That is to say, the amount of time the customer has been waiting for a reply doesn't change simply because they entered another update. WHMCS is a step backwards in this regard. 0 Quote Link to comment Share on other sites More sharing options...
brianr Posted September 5, 2012 Share Posted September 5, 2012 but i explained how the WHMCS ticket system works, updating a ticket pushed it back to the end of the queue, which extends the length of wait. this is whay WHMCS try and explain to users not to add to tickets for updates. I'm done wading into the "WHMCS Support is down the crapper" threads... however, the reason I made that comment is you made a generalization when you said, "you really have no idea how a ticket system works do you?" I know how the WHMCS ticketing system works (and how it doesn't), but my comment was to address how "most" other large systems work, and to rebut your generalization as I don't believe it reflects accurately the state of most of the other systems in use.... 0 Quote Link to comment Share on other sites More sharing options...
msaunders Posted September 5, 2012 Share Posted September 5, 2012 I'm done wading into the "WHMCS Support is down the crapper" threads... however, the reason I made that comment is you made a generalization when you said, "you really have no idea how a ticket system works do you?" I know how the WHMCS ticketing system works (and how it doesn't), but my comment was to address how "most" other large systems work, and to rebut your generalization as I don't believe it reflects accurately the state of most of the other systems in use.... Couldn't agree more! 0 Quote Link to comment Share on other sites More sharing options...
yabdab Posted September 6, 2012 Share Posted September 6, 2012 I hate to chime in, but I have an unanswered ticket that is now over a week old. 0 Quote Link to comment Share on other sites More sharing options...
lance Posted September 13, 2012 Share Posted September 13, 2012 maybe the support team should increase their autoclose time then or turn it off ... might paint a better picture of support then 0 Quote Link to comment Share on other sites More sharing options...
stormy Posted September 13, 2012 Share Posted September 13, 2012 I have to chime in with some positive news. In the last few days, I've gotten speedy replies to some support tickets - the easier the question, the faster the reply. From this experience, it looks to me like the bottleneck is now in the advanced ticket queue. Everytime I've had a "problem" ticket, it's in the "Level 2 Support" queue. It's good to see things improving. 0 Quote Link to comment Share on other sites More sharing options...
wise Posted September 13, 2012 Share Posted September 13, 2012 users that think they know WHMCS when they dont. If users keep repeating the same information over and over again that doesnt not help anyone This first comment has to be the most condescending I have seen in a while - I could say that you seem to know whmcs users when you don't. Your second comment is also strange - it implies that you know what users are doing and also that you know that information *is* being deleted. I have had tickets closed which has had no reply (updated from myself or whmcs) and which should be very simple answers. A simple helpdesk rule should be if the ticket has not had a reply from whmcs, then it should not be closed. An alternative is that if a ticket has had no reply or updated (from user or whmcs) then it should not be closed. 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted September 13, 2012 Share Posted September 13, 2012 This first comment has to be the most condescending I have seen in a while - I could say that you seem to know whmcs users when you don't. Your second comment is also strange - it implies that you know what users are doing and also that you know that information *is* being deleted. I have had tickets closed which has had no reply (updated from myself or whmcs) and which should be very simple answers. A simple helpdesk rule should be if the ticket has not had a reply from whmcs, then it should not be closed. An alternative is that if a ticket has had no reply or updated (from user or whmcs) then it should not be closed. the first comment is aimed at some users that think that the ticket system at whmcs.com must run differently to their whmcs ticket system. if they know their own ticket system they will know that tickets expire and close after a certain period of inactivity which is the same way the ticket system at whmcs.com works. 0 Quote Link to comment Share on other sites More sharing options...
bear Posted September 14, 2012 Share Posted September 14, 2012 tickets expire and close after a certain period of inactivity which is the same way the ticket system at whmcs.com works. You presume everyone autocloses them. ;-) "Support Ticket Settings Close Inactive Tickets [0] Time (in hours) of inactivity after which ticket is closed (0 to disable)." Makes this more interesting: Originally Posted by easyhosting "users that think they know WHMCS when they dont." 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted September 14, 2012 Share Posted September 14, 2012 You presume everyone autocloses them. ;-) WHMCS users i have dealings with all use the autoclose feature and whmcs themselves use this feature. 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted September 14, 2012 Share Posted September 14, 2012 WHMCS users i have dealings with all use the autoclose feature and whmcs themselves use this feature. We don't auto-close and never plan to. 0 Quote Link to comment Share on other sites More sharing options...
bear Posted September 14, 2012 Share Posted September 14, 2012 WHMCS users i have dealings with all use the autoclose feature and whmcs themselves use this feature. The point is, not everyone does. You citing that users don't know the software because it automatically closes them is false (not to mention arrogant and snide). When I installed, the default was off, not on, so it's a conscious effort to set that. We don't auto-close and never plan to. Same here, though I'm using a third part desk currently. 0 Quote Link to comment Share on other sites More sharing options...
b0r3d Posted September 14, 2012 Share Posted September 14, 2012 WHMCS users i have dealings with all use the autoclose feature and whmcs themselves use this feature. Wow you argue with users a lot... Thinking users don't know the software is absolutely far fetched 0 Quote Link to comment Share on other sites More sharing options...
ITSNev Posted September 15, 2012 Share Posted September 15, 2012 I posted to this thread yesterday regarding a TICKET which has been open for over 5 Months and it got deleted. Will this one also be deleted to avoid Embarrassment by WHMCS!! Nev 0 Quote Link to comment Share on other sites More sharing options...
b0r3d Posted September 15, 2012 Share Posted September 15, 2012 I posted to this thread yesterday regarding a TICKET which has been open for over 5 Months and it got deleted. Will this one also be deleted to avoid Embarrassment by WHMCS!! Nev Are you sure it was deleted and not a random error? Not defending WHMCS but YIKES if they did indeed delete a support ticket....... 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted September 15, 2012 Share Posted September 15, 2012 I read that as the post about the to ticket was deleted, not the ticket itself. 0 Quote Link to comment Share on other sites More sharing options...
invictus Posted September 15, 2012 Share Posted September 15, 2012 I read that as the post about the to ticket was deleted, not the ticket itself. It's not an error, they are censoring the forum from such things now. 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted September 15, 2012 Share Posted September 15, 2012 It's not an error, they are censoring the forum from such things now. That post you made was over the top, and in my opinion, unacceptable. If you've got a problem you need assistance with you might want to post a clear detailed explanation of the issue, here on the forums and ask the community to see if they can help. Or, search the forums on your own for past threads to see you can find answers that way. Offensive, over the top posts, accusing WHMCS for your business losses due to the problem, what ever it is, are unacceptable. That's not censorship. You went too far and the post was removed. It will be again as well, I know this as I will remove it. Since there was ZERO indication as to the original issue you've been faced with in that comment, no one here on the forums can help you out. That post that was removed, would NOT help your issue either. Please remain professional and respectful on these forums. That's not censorship, it's offensive posts being removed, period. Attacking Matt, or the company doesn't help you out at all. How can it? 0 Quote Link to comment Share on other sites More sharing options...
invictus Posted September 15, 2012 Share Posted September 15, 2012 Hi Infopro, is your comment directed at me or Damo? I can post up the whole issue I have been having since upgrading to 5.1.2 if anyone is interested or if there's even a small chance I could get some help with it, but each time I have even mentioned what happened to my support ticket or what Matt did on my server the post gets deleted, so I stopped trying. 0 Quote Link to comment Share on other sites More sharing options...
zoilodiaz Posted September 16, 2012 Share Posted September 16, 2012 (edited) you have open a ticket with your issue invictus ? if yes, how you respond to that infopro? when customer are losing business and whmcs support team or matt not answer, where us the customer who lose money need to ask for support ? Edited September 16, 2012 by zoilodiaz 0 Quote Link to comment Share on other sites More sharing options...
invictus Posted September 16, 2012 Share Posted September 16, 2012 you have open a ticket with your issue invictus ? if yes, how you respond to that infopro? when customer are losing business and whmcs support team or matt not answer, where us the customer who lose money need to ask for support ? Yes, I have a ticket open. It's been almost two months and my issue is not resolved. The last response on my ticket was just over one month ago from Matt who said he was going to look into it and try a re-upload of all the WHMCS files. He did that, and in the process he over-wrote my configuration.php with an empty one, so my database connection was broke. That's the last thing that happened, after that just complete silence from WHMCS support. Then, a few weeks later they closed my support ticket. I'm sorry if this sounds like I am attacking anyone, I'm really just trying to state the facts. It's not my intention to flame or speak abusively towards anyone, but being in this situation is difficult and frustrating. 0 Quote Link to comment Share on other sites More sharing options...
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