tristanperry Posted May 11, 2008 Share Posted May 11, 2008 Hey all, I've been using WHMCS now for a few weeks and love it. Although the main reason for posting this is that the support times are really great. I just had a support ticket answered in 3 minutes! Yes, 3! That's on a Sunday as well. Anywhoo, just thought I'd share Tristan 0 Quote Link to comment Share on other sites More sharing options...
TheHostingHeroes Posted May 12, 2008 Share Posted May 12, 2008 i have also found their typical support response is usually very good. WHMCS offers a fantastic support service aswell as a fantastic product. 0 Quote Link to comment Share on other sites More sharing options...
Richie Posted May 28, 2008 Share Posted May 28, 2008 WHMCS support does seem to be very reliable, knowledgable and quite fast too. I just wish they didnt close every ticket on reply claiming thats what they do, just feels a bit rude. I know you can just reply and it reopens but still. 0 Quote Link to comment Share on other sites More sharing options...
impactgc Posted May 28, 2008 Share Posted May 28, 2008 "I just wish they didnt close every ticket on reply claiming thats what they do, just feels a bit rude. I know you can just reply and it reopens but still." I agree but like everyone has said -- support is great. Thanks, Adam 0 Quote Link to comment Share on other sites More sharing options...
Gatsu Posted June 2, 2008 Share Posted June 2, 2008 Hey all, I've been using WHMCS now for a few weeks and love it. Although the main reason for posting this is that the support times are really great. I just had a support ticket answered in 3 minutes! Yes, 3! That's on a Sunday as well. Anywhoo, just thought I'd share Tristan Keep in mind that they are a UK based company. Chances are that you are on the east coast. This would mean that he answered your ticket at 8:00 am Monday. That is during the business week. 0 Quote Link to comment Share on other sites More sharing options...
pacwebhosting Posted June 2, 2008 Share Posted June 2, 2008 Also with the amount of support tickets coming in it makes sense to close them as they have been dealt with. Just reply and it reopens it and WHMCS support then knows it needs looking at again without having to trawl through hundreds (maybe even thousands) of tickets to see which ones require action etc. Makes perfect sense!! Just my 2 pence worth! Paul 0 Quote Link to comment Share on other sites More sharing options...
Gatsu Posted June 2, 2008 Share Posted June 2, 2008 I agree with that it makes a lot of sense to keep the tickets closed when they reply. At first I was surprised, but when you think about it. Thats why anyone would have to do once they get big enough and the ticket system isn't designed to handle huge loads 0 Quote Link to comment Share on other sites More sharing options...
Richie Posted June 2, 2008 Share Posted June 2, 2008 Closing a ticket tells a customer that you are finished with the issue, and doesnt indicate to them that they are welcome to continue it if need be. It just implies your washing your hands of it. Now, if the ticket were to be set to "Answered" or "On hold" or something like that, it tells the customer that you have dealt with it, and if need be, they are free to reply or proceed further with it. If they choose not to, your system should auto close the ticket and send them a notification to tell them this. Either way, we certainly cant and wouldnt complain about Matt and his response times, thats the important thing here, but hey, just offering an opinion on how it comes across... 0 Quote Link to comment Share on other sites More sharing options...
Gatsu Posted June 2, 2008 Share Posted June 2, 2008 Oh I agree with you Richie, The WHMCS people shouldn't do that. I have to in this case stand up for this situation as much as I hate to do it. If you have WHMCS you will see that if say 50 people submit tickets throughout the day the list just gets larger and larger. It makes sense that they would set them to close. In WHMCS this moves them into a separate area. This makes it faster for them to answer your ticket. So would you like faster response times or a better feeling of acceptance? If they were smart they would add a function so you could sort the different data in the tables on the ticket system. I think they are doing this in development with another version, but right now it seems its not there. I know exactly were your coming from though. I got that same feeling my employees have asked that same question and I'm sure many other people have felt that same emotion. Not a lot of people realize the trade off though, faster response times 0 Quote Link to comment Share on other sites More sharing options...
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