Email notification for tickets

[larrym]

I have multiple accounts with hostgator. I really like hostgator.

The one thing that I really do not understand is why I cannot be notified when a trouble ticket gets updated. Even the smallest and worst web hosts that I have used previously lets me know when a ticket is updated.

For instance, right now I ordered another dedicated server. I have to keep logging in and checking to see if my server is done. I have better things to do with my time. With multiple servers and multiple shared accounts tickets happen.

I opened a trouble ticket about this a few weeks ago and was just told that the trouble ticket system is still in beta so I have to deal with it.

This is a weird feature not to be able to have. I have gotten a 500 error from the ticket system the last few times that I tried to submit tickets as well.

What if something is urgent and I do not know of a ticket?
This feature is not too much to ask.

[ixape]

Originally Posted by larrym

I have multiple accounts with hostgator. I really like hostgator.

The one thing that I really do not understand is why I cannot be notified when a trouble ticket gets updated. Even the smallest and worst web hosts that I have used previously lets me know when a ticket is updated.

For instance, right now I ordered another dedicated server. I have to keep logging in and checking to see if my server is done. I have better things to do with my time. With multiple servers and multiple shared accounts tickets happen.

I opened a trouble ticket about this a few weeks ago and was just told that the trouble ticket system is still in beta so I have to deal with it.

This is a weird feature not to be able to have. I have gotten a 500 error from the ticket system the last few times that I tried to submit tickets as well.

What if something is urgent and I do not know of a ticket?
This feature is not too much to ask.

I've always received email notifications for all my tickets and even reply to the HG staff via email.

Are you sure you have the correct email address listed on the ticket system?

[GatorLhebert]

Originally Posted by larrym

I have multiple accounts with hostgator. I really like hostgator.

The one thing that I really do not understand is why I cannot be notified when a trouble ticket gets updated. Even the smallest and worst web hosts that I have used previously lets me know when a ticket is updated.

For instance, right now I ordered another dedicated server. I have to keep logging in and checking to see if my server is done. I have better things to do with my time. With multiple servers and multiple shared accounts tickets happen.

I opened a trouble ticket about this a few weeks ago and was just told that the trouble ticket system is still in beta so I have to deal with it.

This is a weird feature not to be able to have. I have gotten a 500 error from the ticket system the last few times that I tried to submit tickets as well.

What if something is urgent and I do not know of a ticket?
This feature is not too much to ask.

Hello,

Thank you for working with us on this issue, You should be receiving update notifications from the ticketing system. The email address that should be receiving this notifications appear to be the primary one on record for your account. Below is an example of what you should expect to receive.
Update to Ticket ID: ID#

Contents

Your feedback is important to us. Please take a moment to rate this response. Upon doing so, you will be entered to win a $50 credit towards your HostGator account.

Ratings Link

To reply to this ticket, please be sure to email ID@tickets.hostgator.com from the email address you created the ticket with.

[GatorSteveN]

For dedicated server orders it should give you a confirmation number at the end of the order. It doesn't send an email confirmation.

I don't make a ticket for the order until I actually assign the server. We don't normally set up servers on the graveyard shift unless it is an emergency. I am seeing your server was completed a little after 6am this morning.

Depending on when you order and/or any special set up instructions it can take 24-48 hours to set up your server.

Custom servers can take a little longer.

We have tried to automate the dedicated server provisioning but we are still working on it as it is a little more complicated to set up a server than to add a shared hosting account to an existing server.

[larrym]

Nope. I never receive any notifications from the trouble ticket system.

Last night was especially important as I had to keep contacting support because my new server was not configured properly (standard configuration).

This is like having to pick up the phone to see if someone is calling.

I do have rules where hostgator stuff will never go into my spam folder. I DO get the emails from chat and newsletters and forgot password email, but nothing from the ticket system.

I had hoped that this would have been addressed when I opened a ticket about it instead of getting the response that I have to deal with it because it is in beta.
If I was a boss at hostgator I would be pissed that this is acceptable.
(sorry... Tired because I had to stay up with support to contact them over and over to configure the server the way they should have the first time and not knowing when the ticket was updated).

[GatorJacob]

Hi Larry,

I apologize for the inconveniences and the frustrations. Can you let me know what ticket ID you opened with us where we said this was in beta? I'd like to get this addressed ASAP and get your notifications working

[larrym]

Sure. It is ticket JEP-15726165

Thank you very much.

Originally Posted by GatorJacob

Hi Larry,

I apologize for the inconveniences and the frustrations. Can you let me know what ticket ID you opened with us where we said this was in beta? I'd like to get this addressed ASAP and get your notifications working

[GatorJacob]

Hi Larry,

I've just replied to your ticket with a few issues that we feel is happening here. Can you check into it and let me know the results?

Thanks!

[larrym]

Excellent. Thank you. I just replied with more info

I appreciate your assistance.

[larrym]

Still not getting notifications. Still jumping through hoops and being told that it is beta. 19 replies to the ticket regarding this issue, nothing.

Getting a 500 server error when I submit tickets and never getting replies is not good.

[larrym]

After 22 ticket replies, after being told multiple times that changing my email could not be accomplished (had not realized that changing an email could be difficult), it looks like this has been resolved. I just got updates to my last ticket!

I wish that it did not take so long to get someone to fix for me and less than 22 ticket entries, but I think that it is fixed. Hooray.

Thank you!

[OneManShow]

What is the trouble ticket system that you were talking about above?
Is it the regular ticket system that we use in this link: http://tickets.hostgator.com/?
I always get email notification when HG support reply to my tickets.
Wired what is happening to you...
And it’s not in beta also...

[larrym]

Yep. The regular trouble ticket system was where the problem was. Multiple support techs claimed that it is in "beta"
Let's hope that it is fixed now.

[OneManShow]

http://img819.imageshack.us/img819/8062/snap016j.jpg

maybe you have to check your settings, if its checked or no...
hope I am helping here...

[larrym]

It was a bug and nothing to do with my settings. It does appear to be fixed now.