ColinJH Posted August 4, 2013 Share Posted August 4, 2013 Been waiting on a reply from WHMCS for over 33 hours very disappointed to say the least is anyone else having difficulties? Link to comment Share on other sites More sharing options...
Infopro Posted August 5, 2013 Share Posted August 5, 2013 Greetings, could you provide your ticket ID here please, thanks. Link to comment Share on other sites More sharing options...
ColinJH Posted August 5, 2013 Author Share Posted August 5, 2013 Ticket: #LTD-152403 Link to comment Share on other sites More sharing options...
Infopro Posted August 5, 2013 Share Posted August 5, 2013 I'll see about having someone take a look at your ticket. You posted the ticket on Saturday at 12:46 and then replied to the ticket 3 times before any reply. You really shouldn't do that, it slows things down. Why not post that screenshot and description of the issue here on the forums in the meantime? Link to comment Share on other sites More sharing options...
ColinJH Posted August 5, 2013 Author Share Posted August 5, 2013 Thats really your answer, I posted the first reply because I forgot to add the screenshot. We use the same system and also Kayako for over 20,000 customers and we still answer within 25 minutes not over 48 hours. I am not going to publicly publish a customers screenshot with their details on it thats why we pay for support each year for our several WHMCS licenses. Link to comment Share on other sites More sharing options...
Infopro Posted August 5, 2013 Share Posted August 5, 2013 Well, the entire screenshot is not needed. In fact the screenshot isn't needed at all, you're only trying to share the error message you see on the screen which is this: 1 The rest, even that part of the screenshot, not needed though. But, you can always blur out personal details easy enough. Here's one of many ways to do that: http://www.youtube.com/watch?v=V-3-lnXbuc0 Your ticket has been updated. GL! Link to comment Share on other sites More sharing options...
ColinJH Posted August 5, 2013 Author Share Posted August 5, 2013 Its now fixed so thanks Link to comment Share on other sites More sharing options...
Infopro Posted August 5, 2013 Share Posted August 5, 2013 Happy to help. John is quite amazing. Link to comment Share on other sites More sharing options...
And then there was one les Posted August 5, 2013 Share Posted August 5, 2013 (edited) It is a well known fact that when you open a support ticket it enters into the ticket queue and an update to a ticket pushes it back to the back of the queue when there is a client update. An admin response takes it out of the queue altogether until there is another client response. I believe however in the future that should definitely be looked at. The first ticket, or the first client response after the last admin response should be used to calculate the ticket position, this way tickets will get seen in their correct turn even when they have been updated by the client. It is a better practice. It might also be useful to have a position counter displayed on the ticket so that as the ticket progresses it can be seen by the client, it might make them less frustrated when it comes to waiting. You could also use the ticket position to decide whether an admin should respond immediately, So lets say when a ticket reaches position 2 or 3 if the ticket is being updated (user is typing) the staff are notified and can hold off responding while the update comes through. the same could be done client side so a user knows when the staff are responding. Obviously this requires some ajax to live update but its got to be better than the way its working now. Edited August 5, 2013 by CDJ Hosting Link to comment Share on other sites More sharing options...
Infopro Posted August 5, 2013 Share Posted August 5, 2013 Why not open a Feature Request, if there isn't one already, and suggest your new idea there instead? Link to comment Share on other sites More sharing options...
And then there was one les Posted August 9, 2013 Share Posted August 9, 2013 (edited) Why not open a Feature Request, if there isn't one already, and suggest your new idea there instead? I think i will do, It wasnt exactly a feature request, more an opinion. I will post the link back here and hopefully this will get support from the community because there are always complaints about the support times and more specifically as mentioned, the way the tickets get bumped to the back of the list on subsequent client updates. Here is my feature request: https://requests.whmcs.com/responses/update-to-ticket-system-whmcs-website-and-whmcs-installations I really do hope this gets some backing, it can only make for better relations between service provider/client in all companies involved. Edited August 10, 2013 by CDJ Hosting Link to comment Share on other sites More sharing options...
Radsy! Posted August 17, 2013 Share Posted August 17, 2013 Been waiting on a reply from WHMCS for over 33 hours very disappointed to say the least is anyone else having difficulties? Yes, and i have to go along with you on this the priority high on my ticket but more then 24hrs have passed by bad Support Link to comment Share on other sites More sharing options...
Infopro Posted August 17, 2013 Share Posted August 17, 2013 Yes, and i have to go along with you on this the priority high on my ticket but more then 24hrs have passed by bad Support Greetings, could you please post the ticket ID here? Thanks! Link to comment Share on other sites More sharing options...
lance Posted August 17, 2013 Share Posted August 17, 2013 30+ hrs on a ticket for me too.... us processing payments maybe low priority to whmcs, but its high priority to us... Ticket ID: KRS-813864 If your able to speak to someone Chuck then it would be appreciated.... Chris has remoted us before so am happy for him to do that if about. Regards Lance Link to comment Share on other sites More sharing options...
Radsy! Posted August 17, 2013 Share Posted August 17, 2013 Greetings, could you please post the ticket ID here? Thanks! for what good it will do VLT-024091 Link to comment Share on other sites More sharing options...
Infopro Posted August 18, 2013 Share Posted August 18, 2013 30+ hrs on a ticket for me too.... us processing payments maybe low priority to whmcs, but its high priority to us... Ticket ID: KRS-813864 Hi Lance, here's the problem with this comment of yours about the 30+ hour wait. It's simply not true. But it sure looks bad in this thread that we all can read, and remember, and continue to think that this is a 'real serious problem here, no one should have to wait 30+ hours' kind of thing. I'm not going to go on any further on this one, I like you. But the 30 hour wait is just not true. These sorts of inflammatory comments do no service to anyone, they do not get answers to your tickets any faster and I'd appreciate it if you'd refrain from this sort of thing going forward please. If your able to speak to someone Chuck then it would be appreciated.... Chris has remoted us before so am happy for him to do that if about. Regards Lance All support should come thru the WHMCS Ticket System. Your ticket is being handled in a timely manner, last check, they had been waiting for login details since the 16th from you. You just provided those, an hour or so ago. Thank you in advance for your understanding. Link to comment Share on other sites More sharing options...
Infopro Posted August 18, 2013 Share Posted August 18, 2013 for what good it will do VLT-024091 I'm sorry but I don't understand your comment, here, or in the ticket. It reads to me like you've got some sort of a configuration issue. Probably something that could be sorted by asking the more experienced users here on the forums, or checking the documentation. Next, you bumped your own ticket the following day after opening it. When you opened the ticket there is a message alert there below the editor window that explains why you shouldn't reply back until you hear from Technical Support. WHMCS Technical Support will respond to that ticket soon, please refrain from posting back to it until you hear from them. My guess is they'll be asking you for login details next. It appears to me that your details are incomplete in that ticket. That's sure to cause another delay. I hope you find this information helpful in understanding the delay in your ticket time. Link to comment Share on other sites More sharing options...
lance Posted August 18, 2013 Share Posted August 18, 2013 Hi InfoPro, I had placed in my first ticket response that the response was quick.... it was a few mins and I had put that it was good to see... and yes, we did not provide login details you are correct, but we responded to ticket.... which was responded too with a canned response... after this we responded... then it went unanswered for a very long time... if details were needed they should have then been re-requested as we were not to know they were needed still.... So yes, responses to my replies are taking too long... nothing is inflamatory... you should know by my previous responses and pms that we are not one to complain... so please do not try to turn it around on us... we had asked questions that were not related to logging in and they went unanswered until earlier this morning.... Thanks Link to comment Share on other sites More sharing options...
Infopro Posted August 18, 2013 Share Posted August 18, 2013 I'm not turning anything around here, I'm attempting to explain away your comment about waiting so long. You first ticket was responded to within 4 minutes! In it, you were asked for login details. Days ago. You responded that you had found the problem, at that time though, so failed to provide them. And then you bumped, by replying to the ticket, 3 more times. You got a reply that was of no use to you, linking you to docs. Due to your own comments, it seems he felt they would be useful to you, I agree with that thought at that point in your ticket. BTW, linking you to the docs is not a canned response. If support instead responded with extended personal long winded typed replies instead of linking you to relevant documentation instead, ticket times for all would suffer far more, I would think. Don't you? WHMCS Support has no idea if you've read the Doc they might link you to or not, and providing it is a sound response, in my opinion. This is not canned, it's a good thing to help speed up assistance for all tickets. Why would you want anyone to keep repeating the same answers long form every time a ticket is replied to when very often the same questions are asked, and documentation exists? And... then you again bumped by replying 2 more times. I'm not turning around anything here on you lance. These are the facts as I see them. Your 30+ hour wait time is not factual. You may have had the issue for 30+ hours, but you're shooting yourself in the foot by responding with incomplete and duplicate replies to that ticket. And you know all this. But here you are getting mad at me again. I just don't get it. Please explain. Thank you in advance. Link to comment Share on other sites More sharing options...
lance Posted August 18, 2013 Share Posted August 18, 2013 no man, not getting mad at you... far from it..... so please dont take it that way.... ) We replied to the non canned response.... on 16th Aug 2013 (11:14) saying that the details in the response had already been checked.... we then did not get a response until 18th Aug 2013 (09:50) asking for the login details again, which were provided... if someone had responded in a shorter time asking for the info again then it would have been provided, so yes there was a long gap in a response... The ticket bumps, this was simply providing more info, these were a few mins apart from each other so would not have bumped the ticket far... we know about the responses bump the ticket down... thats not where the concern arises... it was the gap between our response and the follow up... Link to comment Share on other sites More sharing options...
lance Posted August 19, 2013 Share Posted August 19, 2013 Well we approach the 30hr mark again since supplying the required info and no login to our systems nor has there been any response.... so as per my original post there is a big delay in support...... and its causing us mega problems..... Link to comment Share on other sites More sharing options...
lance Posted August 20, 2013 Share Posted August 20, 2013 As support times are not bad, another 24hrs passed since supplying login info... we had a response to check a setting... this is what the first response was to do 3 days ago... again we confirmed this settings was fine as earlier in the ticket... no one has logged in at all to our install...... so not only are support times great, the tickets get read to understand the issue..... **Sigh** Seems though that the issue we are getting must be known of as other people are having the same issues looking at the forums... Why could this issue not be linked at a problem and we be told in the ticket.... Link to comment Share on other sites More sharing options...
aroiz Posted August 22, 2013 Share Posted August 22, 2013 You need improve the support, some techs not have experience or real experience using the WHMCS. Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 23, 2013 WHMCS Support Manager Share Posted August 23, 2013 Hi lance, I see the cause of your issue appears to have been identified, it looks ike a connectivity problem between yourself and PayPal is the problem here. I trust you will now be able to work with your network suppliers to resolve this matter. @aroiz: If you have a particular case you feel does not meet our usual high standard, I would welcome the Ticket ID and your feedback via PM. Link to comment Share on other sites More sharing options...
lance Posted August 23, 2013 Share Posted August 23, 2013 Hi John, The issue is external to us and paypal.... we have had no response from the third parties... We switched IP of the server and we can see paypal balance and lookup transactions, ipn though still fails.... so still have to process everything manually.... a new batch of problems now in a new ticket since all this occured... your awareof this as you recently responded.... the response this time alot quicker than the previous ticket.... could still be quicker though ) Lance Link to comment Share on other sites More sharing options...
Recommended Posts