How To Contact Support, Properly.

Discussion in 'Tutorials and Guides' started by ElliotJ, May 19, 2013.

  1. RootNerds

    RootNerds New Member Verified Provider

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    May 25, 2013
    Hello @ElliotJ,

    this is an awesome post and I wish more people would read it. We try to give equal support for all customers (even if discounted over 80 %...) but they need to learn that there are other (more important) customers or issues you have to deal with. They paid 2 bucks and expect you to answer within 15 minutes. (Which we often do anyways)

    Thanks for the great read.
     
  2. InertiaNetworks-John

    InertiaNetworks-John Inertia Networks, LLC Verified Provider

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    May 23, 2013
    We have had multiple clients open tickets with titles like "HELP HELP HELP MY VPS DOES NOT HAVE ENOUGH RAM FOR MY PROJECT! I AM LOOSING $1000 EVERY MINUTE"

    and then just say:

    "Can you upgrade it?"
     
    Hassan likes this.
  3. RootNerds

    RootNerds New Member Verified Provider

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    May 25, 2013
  4. Abdussamad

    Abdussamad New Member

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    Since this thread is chock full of hosts I think it is a good place to ask this question.

    I have always wondered whether it makes sense thanking support personnel after they've answered your query? I suppose it is a polite thing to do and helps them close the ticket early. But it's also just a "pointless" reply that adds to their burden. I can imagine that they go through hundreds of tickets a day and if customers didn't thank them it would lower their burden a little. So which is better? Thank them or not?
     
    shovenose likes this.
  5. Awmusic12635

    Awmusic12635 Active Member Verified Provider

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    May 3, 2013
    I thank you for this
     
  6. mikho

    mikho Not to be taken seriously, ever!

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    I usually end up with a thank you reply and a comment on how the ticket was handled.


    Then I close it myself.


    That little extra, even if not read by the person behind it, could help me or the provider the next time I needed to submit a ticket.
     
  7. shovenose

    shovenose New Member Verified Provider

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    As client, I always say thank you and then close the ticket myself.

    As a provider, I usually don't see it right away in the ticket queue since it's closed however the replies do get emailed to me so I see it a bit later and it makes me smile. Next time that customer submits a ticket? They get a little extra love :)
     
  8. Abdussamad

    Abdussamad New Member

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    Ok so hosts like to get thanked. Good to know :)
     
  9. D. Strout

    D. Strout Resident IPv6 Proponent

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    As a client, that's what I usually do as well. Good to know it works out well that way from the provider's end. As @Abdussamad mentioned, I don't want a mere "thank you" message knocking the ticket back up to the top of the queue unnecessarily.
     
    shawn_ky likes this.
  10. Abdussamad

    Abdussamad New Member

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    The thing is that a simple thank you is quite easy to send. I reply to tickets via email so it is quite easy to do. But if I have to close the ticket as well I will have to login to the client area and that might discourage me from doing anything. Also some providers don't let customers close tickets at all.
     
  11. D. Strout

    D. Strout Resident IPv6 Proponent

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    WHMCS allows closing tickets, and AFAIK they don't allow response by e-mail. So if I'm in a WHMCS client area reading the response, it makes perfect sense to say "thanks" and close the ticket. And since WHMCS is so popular, that's pretty much always how it ends up.
     
  12. SkylarM

    SkylarM Well-Known Member Verified Provider

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    Response by email works if the host sets it up.
     
  13. shovenose

    shovenose New Member Verified Provider

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    It takes all of two minutes to set it up properly to make email replies work. Try it in your next ShoveHost ticket ;)

    The formatting is better if the customer does it directly from the WHMCS client area though, and it's faster and more reliable (I run the ticket/reply import script every minute, so there is up to a 60 second delay before I get the customer response).
     
  14. D. Strout

    D. Strout Resident IPv6 Proponent

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    Definitely agreed. E-mail exchanges filtered through a ticket system are a mess. Gmail chokes and gags on them, so I prefer not to use them. And from the looks of them, the ticket system itself doesn't like them, so as part of the "how to contact support properly" post, I would say don't make a mess of your ticket by going directly through e-mail.
     
  15. Magiobiwan

    Magiobiwan Insert Witty Statement Here Verified Provider

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    Also, take a moment to READ THROUGH YOUR TICKET. You really don't want to be THIS GUY 

    [​IMG]

    Who opens a ticket about your torrents being slow. SERIOUSLY. Of ALL the things you could do. I'll admit though, that guy did do a good job of testing to confirm the problem, and he wasn't like "WHY MY TORRENT SLOW! IM GONNA DISPUTE!". Threats for PayPal disputes are a great way to get yourself suspended/terminated for fraud, and have service denied due to high risk, by the way. 
     
    Last edited by a moderator: Jun 11, 2013
    drmike likes this.
  16. MannDude

    MannDude Just a dude vpsBoard Founder Moderator

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    MannDude
    Just wanted to bump this as it needs to be seen more.
     
    D. Strout and Jade like this.
  17. Magiobiwan

    Magiobiwan Insert Witty Statement Here Verified Provider

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    You should sticky it. EVERY CUSTOMER should read through this guide at least once.
     
    drmike likes this.
  18. Riccardo_G

    Riccardo_G New Member

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    Oct 6, 2013
    great tips

    everyone needs to follow these tips
     
  19. perennate

    perennate New Member Verified Provider

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    If you really only want customers who have read these then add a checkbox to your checkout page affirming that they have read it, followed by a short quiz that prevents ordering if they answer incorrectly.
     
  20. NickM

    NickM New Member Verified Provider

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    I have a tip:  If you're submitting a ticket where the provider may need to `vzctl enter` your container (OpenVZ), or log in to your KVM-based VPS, give them the information they'll need to do so - root/Administrator password, etc - and explicit permission for them to do so.  I don't know if all hosts follow this policy, but I know of at least two hosts that won't go into your container/VM unless you've given them explicit permission to do so, and giving them the info and permission right away will just make the process go a lot quicker, rather than having to wait for them to reply asking for permission and passwords, then you reply, then have to wait for them to see it.