suncoastwebsolutions Posted May 3, 2013 Share Posted May 3, 2013 You have a great product without a doubt and we like many others think the world of it..... BUT YOUR SUPPORT SUCKS! I have posted multiple tickets on multiple occasions and I seem to find that either one of the 2 following things occurs: 1) User gets blamed and/or responsibility of the issue being a genuine fault of WHMCS software is totally disregarded. Even when a patch was released some 24 hours prior! 2) A standard and typical sort of response gets issued which doesn't even cover the spectrum of what was first asked... 3) 24 - 48 hours pass and no response on tickets no matter what the priority. (remember it costs us money as we lose sales and in turn if we don't get paid we cannot pay you guys) 4) You charge for updates and support yearly.... provide a service that actually offering and charging for! 5) A response is given without the issue even being investigated by the support person... Here is a newsflash for the Support team... Your customers are not retarded and they do know where the start button is! You forget that most of your customers are support people themselves so there is a lot of us that do have experience and know what we are talking about. Some would even have more experience than you... If you think that this message has no merit then why does WHMCS have a 6 week release cycle genuinely consisting of over 100 bug fixes at a go? We have 2 WHMCS installations running and both of them have issues with things that were not occurring in previous versions.... You want feedback I think this is as brutely honest and fair feedback as you will receive. I am sure that others reading this post will happily place a "Bump" on this thread just purely because they agree with what I have posted. If you need examples of what I am talking about I will be more than willing to post some examples from support tickets I have submitted in the past... Look forward to continuing my wait for the next 24 hours on a ticket which has only had 1 response in 48 hours and is still open for the simple fact that the responder from WHMCS didn't even investigate the issue properly in the first place. 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted May 3, 2013 Share Posted May 3, 2013 Hello, thanks for the feedback. Can I have your ticket ID to see what the hold up is with your ticket please? Thanks! 0 Quote Link to comment Share on other sites More sharing options...
suncoastwebsolutions Posted May 3, 2013 Author Share Posted May 3, 2013 Thanks Infopro for the prompt response. The ticket id is #YTW-663969. I have been reading threads about bumping tickets. I believe that the bumping is because people get concerned about their tickets (like us) not being responded to and they would like to have some acknowledgement that it is in the queue and someone has at least seen it... as a suggestion to the management team to help with the support (and to generate some extra cash)... why not charge for a priority support solution just like CPanel support does... 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted May 3, 2013 Share Posted May 3, 2013 Thanks for the update with ticket ID. I'll get with John and have him update you, ASAP. 0 Quote Link to comment Share on other sites More sharing options...
suncoastwebsolutions Posted May 3, 2013 Author Share Posted May 3, 2013 Hi Infopro... Thanks for the update. John hasn't contacted me yet in relation to this ticket. I will let you know when he does. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted May 4, 2013 Share Posted May 4, 2013 Hi Infopro... Thanks for the update. John hasn't contacted me yet in relation to this ticket. I will let you know when he does. I responded. Looks like a server side setting is causing the issue you're having. 0 Quote Link to comment Share on other sites More sharing options...
suncoastwebsolutions Posted May 4, 2013 Author Share Posted May 4, 2013 Hi Chris, Thank you for responding. I have made the adjustment you suggested and it is now working as expected.. 0 Quote Link to comment Share on other sites More sharing options...
And then there was one les Posted May 4, 2013 Share Posted May 4, 2013 (edited) Is this the way to get priority support from whmcs? im actually a little startled and concerned at what i am seeing here. A client complains on the forum and two staff immediately act upon it? could you not have done that from the support desk and prevent this sort of posting? I do understand that your support team get very busy especially post update release, but surely it makes more sense to put the support desk on higher priority status rather at such times than responding to clients based on them raising concerns in the forum? I would suggest that the staff deal with the matter at hand before moving onto the next, obviously some cases are more complex and time consuming but you really must start to prioritise ongoing requests and if you are awaiting a response from the client then you look at other tickets. Personally i would prefer to wait my turn in the queue and know when the staff get to me i am getting their full attention rather than wondering how long i will be waiting for the next contact. A support desk should not just be about speedy answers to the initial ticket, but speedy resolution to the submitters problem to bring about its conclusion in that way you can free up the staff member to help others without bogging them down with too many tickets. that just leads to bypassed tickets and unhappy clients. Edited May 4, 2013 by CDJ Hosting 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted May 4, 2013 Share Posted May 4, 2013 Is this the way to get priority support from whmcs? im actually a little startled and concerned at what i am seeing here. A client complains on the forum and two staff immediately act upon it? could you not have done that from the support desk and prevent this sort of posting? To be as crystal clear as I can be to answer your question, no. This is not the way to get support, by opening a ticket, and then posting here to the forum, or Facebook, or Twitter even. Especially, I might add, not by using size 1 fonts stating the 'support sucks' (font size was removed by me in OP). I do understand that your support team get very busy especially post update release, but surely it makes more sense to put the support desk on higher priority status rather at such times than responding to clients based on them raising concerns in the forum? You assume too much there I think. I would suggest that the staff deal with the matter at hand before moving onto the next, obviously some cases are more complex and time consuming but you really must start to prioritise ongoing requests and if you are awaiting a response from the client then you look at other tickets. Thank you for your feedback, I mean that. Thanks. But again you're assuming something here. Personally i would prefer to wait my turn in the queue and know when the staff get to me i am getting their full attention rather than wondering how long i will be waiting for the next contact. I agree with you here, fully. But, some will post back to a ticket multiple times though, snatching the ticket from being replied to by Technical Support, to appearing like its been responded to already. Slowing things down. A support desk should not just be about speedy answers to the initial ticket, but speedy resolution to the submitters problem to bring about its conclusion in that way you can free up the staff member to help others without bogging them down with too many tickets. that just leads to bypassed tickets and unhappy clients. You assume here, even more. Without knowing the details of the ticket, the issues the user is having and the number of tickets Technical Support is working thru, you can only assume whats best, and how its being handled. Ideally, everyone here knows how to operate their servers and knows how to navigate the documentation. They also read all the updates notes, test on a developer setup first and can work past small issues, like server memory settings, which was the issue here. But that's just not the case, clearly. TBH, I'm a bit startled as well. Tickets should be handled in the ticket system. These sorts of threads shouldn't happen, they are troublesome, and some of them, offensive even. But they do come up from time to time. And, from what I've seen this past year, many times, it's a server side setting, or a custom theme, or some other issue that's causing trouble, that could be more often than not, avoided all together with some due diligence. These type of threads get handled as they come up. They also have zero effect on the speed in which a ticket is responded to, either. If you open a ticket, you wait for a reply. If you get impatient and post back to your ticket multiple times, and then grow even more impatient and post a thread like this here, you still wait for a reply. When that doesn't get the attention you feel it deserves and you post to the WHMCS Facebook page, you still, will wait for a reply. And as you see here in this thread, your post(s) are addressed as required. 0 Quote Link to comment Share on other sites More sharing options...
mlew2 Posted May 4, 2013 Share Posted May 4, 2013 Come on guys/gals just think of the number of sites (customers) that WHMCS deals with, better yet you are all or most hosts how quick are you at answering tickets? I am sure WHMCS has at least 10 fold the number of clients to deal with then all of you combined. I am just amazed at how quick you are to complain without thinking the way I pointed out, they just had a release aswell and the number of bugs we all have found with that I can only imagine how busy they really are STILL. End of rant 0 Quote Link to comment Share on other sites More sharing options...
Bubka3 Posted May 4, 2013 Share Posted May 4, 2013 A client complains on the forum and two staff immediately act upon it? could you not have done that from the support desk and prevent this sort of posting? Both of the staff members who replied primary functions do not include the helpdesk. Infopro is simply a forum admin, and Chris manages the forum, blog, and feature requests system. So don't get all angry that they did someone a favor. 0 Quote Link to comment Share on other sites More sharing options...
Roger Posted May 6, 2013 Share Posted May 6, 2013 Have a suggestion to give the user some feed back while their ticket is still in the que waiting for a response. Would it not be possible to use the ticket table. Take the respective users ticket number. Do a comparison in the table has to how far that ticket is from the top of the que (table) and display some type of indicator to the user? 0 Quote Link to comment Share on other sites More sharing options...
brianr Posted May 7, 2013 Share Posted May 7, 2013 The biggest failure of WHMCS support, and has been for a long time, is the queueing of the tickets. If I open a ticket for a problem, and some number of hours later figure out some/part of that problem, or have some new information that would help identify/fix that problem, it's actually in my best interest to *not* add that to the ticket because it will drop to the bottom of the queue, delaying the response. Never gotten a fact-based answer to why this is a good thing. 0 Quote Link to comment Share on other sites More sharing options...
Roger Posted May 7, 2013 Share Posted May 7, 2013 Seems as though a change to the ticket is treated as a new ticket and therefore goes to the bottom of the que. Perhaps it can coded to remember the ID and keep it in place vice treating as a new ticket. 0 Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.