Service Improvement
Cloudways values its customers and their feedback! You can now give us your feedback on how we can improve Cloudways services, solution and products by pitching in your ideas!
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Easy way to report Abuse
i have been receiving spam emails from your customers, and i cannot find an easy way to report this abuse.
should make an easy to find contact page on your website to report.1 vote -
Improve customer support
Customer support should be better trained and more efficient.
Always hidding behind things like "Advanced Support" for basic features as just install a simple php-extension.Customer support should be helpfull and not trying to steal customer with "new support plans".
Worst customer support in the industry so far
1 vote -
System Outage Notification on child Accounts and Slack to keep all Teams in the loop.
If the system has any outage every parent and child account should revive mail for such an event as in most cases parent accounts are for Owners of the server who never understand the severity of the outage.
similar case slack notification keep every member in the team know what's going on on the server-side.
System Outage Notification on Sub Accounts and Slack to keep all Teams in the loop.
1 vote -
When an ongoing technical ticket does not require customer response, do not prompt customer response
Currently, I have a ticket pending. One of your genius engineers is hard at work trying to fix something for me. (Awesome.) However, I get an email quite often saying:
"Hi there,
This is an automated e-mail to remind you that request (#XXXXXX) is pending at your end and awaits your feedback.
This is an automated system which would mark this ticket solved if not replied within next 24 hours. Please update the ticket if required. Otherwise, this ticket would be marked as solved due to no reply.
Please follow the link below to review and update your request:
http://tickets.cloudways.com/hc/requests/XXXXXX…1 vote -
allow image pasting in your Intercom system
Cloudways uses a support chat system called Intercom. Many companies use it.
When I have support issues with other companies and need to show a picture, I can just copy an image from my screen and paste in the Intercom chat.
But for some reason, your Intercom is set in a way that prevents me from easily pasting images. It is very challenging to get the images to you - many extra steps.
I'm going to be with you guys for a long time. It would be nice for your Intercom to be set up to allow easy image pasting…
1 vote -
Excellent Service
I am very thankful to Support team members and his CEO Aqib Gadit who is leading a wonderful team of Cloudways. Would love to see more enhanced features of Cloudways
1 vote -
invoice upi option
hi please update upi options like gpay , amazon pay or razor pay option that is very esay to pay your invoice on time
1 vote -
Offer a clickable facility to select a range of invoices and download to the customer's computer. Necessary for tax calculation
To remove the tedium of downloading 12 invoices each year one by one
1 vote -
we want to change our mail address
we want to change our mail address
change of address or the user name presently NOT possible
try to improve t
Thanks1 vote -
Wait time for support should be added
I prefer to wait for customer support rep that will answer my questions quickly than to not wait and have a support rep answer my questions slowly over many hours. Sure it looks good that customer support can be there right away as a selling point, but you'll have unsatisfied customers who have to wait for answers when they are chatting with support. I'd rather see an actual wait time and get a support rep who can answer me quickly as to not waste my time! So I'm suggesting that wait time be added for chat with support.
21 votes -
Update active tickets when you are investigating
The ticketing system has no indication that a call is actively being worked on. I understand that some tickets take some time to investigate, but it would be helpful to know when a ticket is actively being worked on even if there are no results on the investigation yet.
Also, if the ticket is going to take some time to action (ie large/slow process) then inform the ticket/client of an expected timeline rather than leaving the ticket without an update for hours at a time.
2 votes -
make sure emails have the account CLEARLY marked on the emails
I am receiving billing emails that tell me invoices paid BUT not linked to an account -- I have over 6 accounts to manage and have NO idea whicj account is being referenced -- thanks
Hi David,
A quick note to let you know that we have successfully charged the invoice listed below:
Invoice Number: 629543
Amount: 171.15 USD
You can view this invoice in the invoice section inside platform.
Feel free to get in touch with us via Live Chat for questions/comments.
We appreciate your business!
Thank you,
Cloudways Team
www.cloudways.com|LASTSERVERDISCLAIMER|
1 vote -
Automated e-mail creating Confusion and Misunderstanding from both sides for NO reason at all
Automated E-mails Like this can create confusion and misunderstanding for cloudways and the Client for No reason at all
(you can talk to Wagas N. abut this issue, which needs great attention and improvement!)Hi,
A new domain: xxxxxxxx.xxx has been added to the Rackspace email addon.To make sure that you receive emails through the Rackspace addon, please update the DNS MX records. For this, refer to the Rackspace documentation (https://support.rackspace.com/how-to/set-up-dns-records-for-cloud-office-email/).
Note that you do not need to update the DNS records everytime you add an additional mailbox on the domain: xxxxx.xxxx
Regards,
Cloudways Team1 vote -
Add feedback option under the help section plus have a feedback link on each page
Feedback options are still hard to find -- only found one after 3 to 4 mins looking
- no link on the bottom of subpages - would be great to give page-specific tips and ideas
- nothing in help if I type feedback into search
- no option button at top or bottom of help area which is 2nd place I looked after looking at the page footer
Thanks for a great system -- it's really good -- and I would be happy to help it be better :)
- atAdd feedback option under the help section plus have a feedback link on…1 vote -
improve your onboarding process
I have had a pretty terrible onboarding experience. You issued me a blacklisted IP so I am not able to use transactional email. Your reps then tried to lie to me and tell me it is the domain that is blacklisted. Horrible horrible horrible!
2 votes -
Create a KB article on making a subdomain site with a separate application than main domain
I think for regular folks like me it would help to have a KB article on simply making a subdomain with a new application. I think it's a common thing people want to do.
so example... I have my main app with main domain www.example.com and the KB would show how to add something like store.example.com with separate WP install or other app...
I think a KB like that would be helpful :) Thanks
2 votes -
Add **Purge CDN** to Breeze
When developing a site, site creators will always be toggling settings on and off to make sure everything is working correctly.
Yet the only way to purge the CDN is to go all the way back into the CloudWays /apps/ dashboard, then purge the CDN from within:
https://prnt.sc/jtwa07The benefits of my suggestion is that it will ease customer service request, reduce on live chat inquiries, and help the site owner alleviate problems when creating content & toggling settings + plugins:
Add Purge CDN to the Breeze plugin's CDN tab
https://prnt.sc/jtw8zm17 votes -
Be able to view support tickets opened by team members without cc
I need to be able to designate which of my Cloudways team member are part of my organization and then be able to view the status of any ticket they have opened.
Your support ticket portal has 3 columns: My Requests, Requests I'm CC'd on, and Organization Requests but apparently Organization Requests does not work ???
It's not enough to ask team members to try to remember to CC me on their tickets. Instead, I should be able to designate which of my team members are part of my organization and then be able to see the status of their…
2 votes -
Timed Tickets System
I would like to suggest that a feature be added where tickets are timed. As in where there is countdown timer on tickets, so that customers can have an accurate time-frame as to when a ticket will be resolved by. This is to prevent customers from having to keep asking chat reps about this. It think the time-frame for a ticket to solved by should be decided by the appropriate engineer upon first receiving the ticket, and then a countdown timer put on the ticket. And the aim should be to resolve every ticket before the countdown timer goes to…
3 votes -
Show chat icon at bottom right
It's great to have the Online Chat tool, but whenever I need to minimise the screen to see something in Platform admin, I can only get back to it by clicking on the tab on the right and opening the Live Chat again.
I've asked questions, had to close it to see what was being mentioned, then open it all again to respond or when I hear the ping notification that there's a new message.
It would really speed up sorting out issues via chat. Thanks!
2 votes
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