Ticket System

***GatorJosh*** · #1 02-05-2008, 08:50 AM

As many of you know we have implemented a new ticket system. We were forced to do some maintenance on the system this morning and working on this to get the system back up ASAP. At this time, you will need to call our 866 number or use live chat for any support/billing requests. I will post as soon as the system is live.

***GatorJosh*** · #2 02-05-2008, 09:20 AM

The ticket system is now back online. We apologize for the inconvenience that this has caused.

Chimpie · #3 02-05-2008, 09:30 AM

The new system looks nice. I can't wait to see the final product where everything is combined into one.

regentronique · #4 02-05-2008, 12:23 PM

Do you have an ETA for your customers having access to all their old tickets?

Impossible to have any info from chat support, they only say: "old tickets are not linked", "send a ticket regarding this"...

Do you really need hundred of thousands tickets from us to understand that you have to link our old tickets to your new system?

***GatorJosh*** · #5 02-08-2008, 11:36 AM

We totally understand that this is a very important feature and we are currently working on this. This is a huge task to import data from one system into a completely redesigned system. The way kayako stored the data was not efficient enough for us and is why we had to make changes. The previous tickets are not lost and they will get this imported.

As for an ETA, at this time I do not have one. There are still minor issues being worked out and as soon as I have any information I will post it.

Quarterbore · #6 02-08-2008, 12:19 PM

Post the code and we can help you write the scripts

***GatorDrewH*** · #7 02-08-2008, 07:54 PM

Quote:

Originally Posted by regentronique

Do you have an ETA for your customers having access to all their old tickets?

Impossible to have any info from chat support, they only say: "old tickets are not linked", "send a ticket regarding this"...

Do you really need hundred of thousands tickets from us to understand that you have to link our old tickets to your new system?

Sorry for the response you have been getting about this. Its pretty much all done, we are just going through and making sure everything is correctly imported.

khepri · #8 02-13-2008, 01:34 AM

The knowledge base and the ticket system are telling me my email is no good.

I can't log in.

So now what?

sherowmedia.com

Thanks.

rockfic · #9 02-13-2008, 12:20 PM

Hi! I've submitted three tickets today. Didn't get any email confirmation on any of them and haven't had any response.

Heather

kmaw · #10 02-13-2008, 01:09 PM

Then they weren't received.

Did you submit via email or tickets.hostgator.com ?

rockfic · #11 02-13-2008, 01:12 PM

tickets.hostgator.com

Ticket numbers are:

HJO-2430514
IAM-2430362
NJE-2430129

Heather

kmaw · #12 02-13-2008, 01:22 PM

They must have been received then. Check with live chat.

cleanxhost · #13 02-13-2008, 01:23 PM

Fingers crossed, I haven't had to submit a ticket in the last 2 months so I dont know the problems with the new system...

Hope it's working fine if and when I need to submit one...

skeetr · #14 02-13-2008, 02:55 PM

I submitted a ticket through the ticket system, never got an email about what I wanted done and it took 2-3 days before anything was resolved. NEVER received an email from when I submitted it or when the issue had been fixed....had to go back into ticket system to read that the tech had taken care of it.

wii · #15 02-13-2008, 03:16 PM

Yeah, same here - why on earth have they put such a buggy ticket system for their customers ?

kmaw · #16 02-13-2008, 03:21 PM

Quote:

Originally Posted by wii

Yeah, same here - why on earth have they put such a buggy ticket system for their customers ?

because they don't like us

***GatorDrewH*** · #17 02-13-2008, 06:16 PM

Quote:

Originally Posted by rockfic

tickets.hostgator.com

Ticket numbers are:

HJO-2430514
IAM-2430362
NJE-2430129

Heather

The first one looks resolved. The 2nd one, one of our employees put on hold for some reason (not sure why), I set it to open again.

The third one an employee also put on hold because it looked resolved.

Edit: I am checking out the other issues now.

***GatorDrewH*** · #18 02-13-2008, 06:34 PM

Well to directly address most of the cause for concern here.

Until just a moment ago (when I set it up), it would not email you if you created a new ticket. For instance, the first email that gets sent out saying you created a ticket, that was never sent. If your ticket was more than about 3-5 days old, you also were not receiving replies via email.

Basically we assumed poorly people were either going to use one or the other.

Anyway, everyone should be receiving emails, and we are working on a lot of new features to help our customers.

I understand that some of you feel the ticket system if awful, and you don't understand why we made the change. Basically it saves us an unbelievable amount of time, since it allows us to completely customize every aspect of the system. Instead of going through different systems to get information relevant to a ticket, it is all presented right there before our staff.

kmaw · #19 02-13-2008, 07:13 PM

Quote:

Originally Posted by GatorDrewH

I understand that some of you feel the ticket system if awful, and you don't understand why we made the change. Basically it saves us an unbelievable amount of time, since it allows us to completely customize every aspect of the system. Instead of going through different systems to get information relevant to a ticket, it is all presented right there before our staff.

I think it's great... just a few minor bugs... good work!

skeetr · #20 02-13-2008, 07:59 PM

Quote:

Originally Posted by kmaw

I think it's great... just a few minor bugs... good work!

I agree with this statement.

The new system is just a bit different and everyone was used to getting an automated response when submitting a response.

Now that we know that the automated response is again a part of the process, I am sure a lot more people will be satisfied with the new system.

***GatorDrewH*** · #21 02-13-2008, 08:05 PM

Quote:

Originally Posted by skeetr

I agree with this statement.

The new system is just a bit different and everyone was used to getting an automated response when submitting a response.

Now that we know that the automated response is again a part of the process, I am sure a lot more people will be satisfied with the new system.

There were basically just a lot of things we overlooked before launching it. HostGator is growing so quickly, and we needed a way to handle tickets quicker. The admin side of the ticket system is a ton better than in Kayako, and as a result of that our queues have never been low. Right now our sales queue is at 21, which is basically unheard of.

So the point really is that although the customer side may be ugly right now, we are going to improve it. Once everything is customized completely to help our admins answer your issues quicker, we will worry about the cosmetic issues.

Just hang in there for about a week, and everything will be taken care of on the customer side of the ticket system.

gtgeorge · #22 02-13-2008, 08:09 PM

But isn't the queue so small due to all the improperly flagged tickes I have been reading about

I guess I will have to dream up a support ticket to see the new system at work

Haven't had to use it.

Jordanlw · #23 02-13-2008, 09:57 PM

Well so far i've submitted 2 Tickets on the new system and everything worked fine.
Im a little scared about another customer seeing my tickets if they involved my Cpanel details or personal details.

rsd · #24 02-29-2008, 07:42 AM

I currently had 3 or 4 tickets in the system and then I submitted an SSL renewal via your form at https://secure.hostgator.com/resellerssl.php. and then I was unable to login to the support system with my previous password.

Then I was automatically sent an email with a new password and now when I login to the ticket system it is only showing this one new ticket for the SSL certificate. What happened to the other tickets?