panacheweb Posted May 10, 2014 Share Posted May 10, 2014 It gets tiring sitting here waiting for hours for a reply from whmcs to one question.. either you work 9-5 uk time or you do not think that having support staff in the US office is a good idea.. considering that cpanel owns 49% of whmcs, I would have figured support would have improved, and support hours would have increased, and reply times would have decreased. 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted May 11, 2014 Share Posted May 11, 2014 Greetings, as I understand it, your ticket has been responded to. I want to clarify with you here that Customer Service does not operate 24/7, not WHMCS, nor cPanel. Thanks again for contacting me directly to assist you. 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted May 11, 2014 Share Posted May 11, 2014 Well that is contrary to what I was told in a support ticket. Lawrence wrote the following: ------------ I can confirm that our support is 24/7 and response times can vary depending upon many factors, such as the number of other tickets currently in queue and the complexity of any issues raised. ------------ And Jesse @ http://forum.whmcs.com/showthread.php?87783-No-answer-from-support-with-Paid-subscription&p=370483#post370483 wrote: ------------ Our support team operates 24/7/365, however, weekends are lightly staffed and it was overloaded going into the weekend so responses took longer than usual. ------------ Maybe it's the difference between Customer Service and Support. Although I don't see a Customer Service option listed at https://www.whmcs.com/members/submitticket.php so is it the Sales option that is what is being referred to as the Customer Service Department? 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted May 12, 2014 Share Posted May 12, 2014 so is it the Sales option that is what is being referred to as the Customer Service Department? That is correct. There's also other issues that need to be factored in as well, right now. My signature link should help to explain a bit more. Please feel free to share it. Thanks 0 Quote Link to comment Share on other sites More sharing options...
panacheweb Posted May 12, 2014 Author Share Posted May 12, 2014 my ticket was not to the sales department, it was do the licensing department. Yes my ticket was answered, however it should not have taken 24 hours to get a simple answer. Regardless of the fact that it was the weekend, support should improve, or at least put in your initial support tickets reply the hours of each department. At least that way you can know that you can expect an answer in what time frame. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted May 13, 2014 WHMCS Support Manager Share Posted May 13, 2014 (edited) Hi, Allow me to clarify; "Support" is our 24/7 department which is always staffed and available for software technical support issues. All other departments are classed as 'customer service' and are typically staffed Monday - Friday. For example Licensing and Sales are open 6am - 9pm UK time at present. Personally I feel 24 hours is a reasonable response time for a customer service ticket submitted at a weekend, but thanks for taking the time to provide your feedback. Edited May 14, 2014 by WHMCS John Clarification per JulesR's post 0 Quote Link to comment Share on other sites More sharing options...
JulesR Posted May 14, 2014 Share Posted May 14, 2014 Hi,Allow me to clarify; "Support" is our 24/7 department which is always available for software technical support issues. Very conveniently vague wording there Do you mean that your website/ticket system is available 24/7 for customers to submit tickets (as a huge number of people in fact mean when classifying support as "24/7") or do you mean that you have multiple support staff members available and online monitoring and responding to support tickets 24 hours a day, 7 days a week? The difference is rather significant and would be interesting to know. It's easy to claim the latter when it's actually the former, so please try and be honest. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted May 14, 2014 WHMCS Support Manager Share Posted May 14, 2014 Hi, I have clarified my original post. I hope that helps! 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted May 15, 2014 Share Posted May 15, 2014 For those that don't understand Support and Sales are 2 different departments and 2 different services. so you can't expect the sales department to be open 24/7/365. This goes for most online businesses/services. Support/Tech support is totally different as these are technicians and not sales staff and are employed to offer support to current clients if they have technical issues, so should be available 24/7/365, but will be reduced over weekends and bank holidays. so if they have 20 support staff available, but get 50 support tickets, now they cant answer all these 50 tickets all at the same time 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.