Fair Warning for Support Ticket Users

[whiplashdps]

My server went sour today. Been down all day. I was unable to access email so I went to the "Submit Ticket" site and submitted a ticket.

I stayed logged in and when a [non-helpful] response was seen, I used the reply feature to respond. Throughout the day, I checked the ticket to no avail so I added replies with additional info to aid the techs.

Finally, after giving up and sending an email to support, someone responded to the ticket and said the problem was solved (it wasn't and still isn't), they followed up with a "tip" stating that using the reply feature only forced my issue to the bottom of the queue - causing more delay.

So, here is your fair warning; if you are forced to use the ticket support web page – DO NOT reply to the ticket. If you get a generic, unhelpful reply to your problem as I did, you are better off to send new emails or submit a new ticket.

Somehow, I can't see how submitting a new ticket or email is any worse than replying to the ticket since all go to the end of the line, but the helpful tipster seemed to indicate replying to tickets via the system is not the way to go.

Judging the amount of time wasted today jumping through hoops to get email access which is still unresolved, he may be correct.

... sort of makes you wonder why there is a reply feature to begin with if it isn't recommended (until after you waste your time).

[quietFinn]

Originally Posted by whiplashdps

... sort of makes you wonder why there is a reply feature to begin with if it isn't recommended (until after you waste your time).

A reply is a statement or acknowledgment made in response to an interrogative question, request or comment.

http://en.wikipedia.org/wiki/Reply

[whiplashdps]

Thanks. Super helpful.

[TonyB]

Welcome to 2010. Yes, it's actually a good tip, because most support software works that way. Presumably someday they'll rewrite the apps to somehow or other ignore bumps by the original poster.

[gwyneth]

whiplash, can you please clarify what your suggestion for HG is? don't be sarcastic...it's just hard to tell from your original post what you're suggesting. Thanks!

[GvilleRick]

The tip is one that has been given here for quite some time. Unfortunately adding information to a ticket will bump it back to the bottom of the queue as will replying back to ask for an update. It is recommended to check with Live Chat and ask them about the status of a ticket. On the other hand, if the techs reply back and you are not satisfied with the response then you should reply back and could even ask that it be escalated to a higher level tech. I would prefer to reply back to the original ticket since the previous information is there already.

As for a suggestion, it might be a good idea to have some sort of notice on the ticket submission page or in the email that is sent that you should not reply back to the ticket before a tech has responded to prevent this type of problem.

[usa2k]

Originally Posted by GvilleRick

As for a suggestion, it might be a good idea to have some sort of notice on the ticket submission page or in the email that is sent that you should not reply back to the ticket before a tech has responded to prevent this type of problem.

+1

It is a shame though. It should hold its same place because there is often things that are important that get forgotten in an initial support request.

I can see it not bumping higher, but bumping lower will only lead to a poor impression of service response time. HG is very good, and a helpful customer in trouble will not get that impression.

[usa2k]

See. I now have another thought for input on the subject.

A request for help with a 24 hour response time may seem insignificant to add a second comment and expect 24 hours from the second response. In reality, what does it do? Change a response from 2 hours to 4 hours?

[whiplashdps]

I wasn't suggesting anything. I was offering a warning to others who might be unaware that replies to current tickets force the ticket to the end of the queue.

Nothing more, nothing less.

Thanks to those that get it.

[gwyneth]

Originally Posted by whiplashdps

I wasn't suggesting anything. I was offering a warning to others who might be unaware that replies to current tickets force the ticket to the end of the queue.

Nothing more, nothing less.

Thanks to those that get it.

Then what is this thread doing in the suggestion category?

It's not a question of 'getting' it--my point is that it's not a suggestion and doesn't belong here. As interesting and worthwhile as the discussion may be.

[whiplashdps]

I have resolved my connection problems today and will be posting the solution to aid those that may encounter similar problems when time permits.

Those who enjoy making petty comments and nitpicking are welcome to come along. I'm sure others are as entertained as much as I.

Or - better yet, if my posts are so problematic, ignore them, or apply a filter to avoid them completely.

.. 'till then.

[gwyneth]

In my opinion, no matter how worthwhile, if it's not a suggestion, starting a thread about it in this category tends to diminish its credibility.

[whiplashdps]

Gwyneth - I'm sure, in your own way you are attempting to be helpful.

Here's your chance.

I posted this topic here because the I didn't see a forum description which suited my post. If there were a forum titled "Tips and Suggestions for Users" I would have been all over it.

As it was, others had no problem seeing my post, my intent or discussing it without getting caught up in semantics.

As I mentioned earlier, I will be posting a solution to my problem to aid others when time permits. But, I don't see a forum description for posting tips. If I am to obey the forum descriptions to the letter there is nowhere for me to post my tip.

So.. here you go. I'll leave it to the forum police. Where should I post it? You tell me, and I will follow your suggestion.

Here is my topic title: If Suddenly You Can't Access Some Domains

Have at it.

[quietFinn]

Originally Posted by whiplashdps

I posted this topic here because the I didn't see a forum description which suited my post. If there were a forum titled "Tips and Suggestions for Users" I would have been all over it.

How about General Discussion-> Webhosting (Anything hosting related)?

[gwyneth]

Originally Posted by quietFinn

How about General Discussion-> Webhosting (Anything hosting related)?

Exactly...the very category to which it has been moved from Suggestions [explanation is just in case anyone started reading thread post-move and wonders about the references to S/suggestions.]

whiplashdps, sharing info about domains not showing could be very helpful to a lot of members. The discussion about support tickets really will be much more helpful to others here than in suggestions.

And that's why everybody's here, after all.