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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  1. 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 Team

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  2. Chat Button does not Work on Firefox!

    Chat Button does not Work on Firefox!

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  4. Support Quality

    The support quality and speed has been degraded fast lately..

    When I just became customer @Cloudways (like a year ago) support was fast and helpful.

    3 votes

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  5. 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!

    1 vote

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  6. Cloudways support it's total crap.

    When I got to Cloudways, the support was great. Now it's total crap. They do not solve anything and always say that the problem is the application and to talk to the developer.

    1 vote

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  7. Improve Technical Support - currently it's very bad

    Please improve the skills of your technical support agents. I run about 17 servers with you guys, but the Technical Support is now unbelievably bad. I am that point of looking to move all 60 sites somewhere else. And what's the point of having SLA if it's meaningless. You used to have good support. Now it's awful.

    3 votes

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  8. 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

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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/jtwa07

    The 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/jtw8zm

    16 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  12. publicy display information for customers on how to make a complaint about downtime, support issues etc.

    It would be a good idea to have a section available where people can raise concerns and complaints about support or issues they are facing with their servers. From my experience so far your support team half the team don't have a clue about the products, how they work etc and it comes across that you are more bothered about response times rather than the actual content of the support provided. I have been attempting to get support on a very simple issue and have even explained how it can be rectified your end but no-one has a clue about…

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  13. server delete

    To whom it may concern,

    I am very disappointed in you. This is no way of sending emails to clients, I don't know of any other company that threatens their customers like that.
    You have to change your language and your billing system instead of threatening people. I've had the bad luck of having my servers deleted even when I paid my invoice still on time due to a chat agent's forgetting to noitfy the appropiate team.
    If not for my backups- a year's worth of work would've simply gone up in smoke. You are simply harming your reputation with…

    2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  14. Add a Quick-Tour for new users

    I would like to suggest a quick-start-tour and/or more info bubbles explaining/defining each option and fill-in box.

    I'm a new customer I was lost when setting up my first server. The process is simple and straight forward, but I didn't understand what were applications, servers, projects and how they related to each other.

    Applications I figured were wordpress installs, magneto installs, etc. But how was the application name going to be used? is it going to be directory name for the application install on the server or is it just the name used to manage and organize things on cloudways…

    1 vote

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  16. Send an SMS to customer if he miss payment instead of deleting whole server!

    I missed the payment, haven't see emails, just logged in today my server has been deleted already and have waited to get answers. after paying money its been recovering. but just suggesting customer support should send customer an important SMS too, instead of deleting whole server. this will be unfair and disaster for business.

    3 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  17. Knowledge Base Omission: Breeze vs. Varnish Exclusion Syntax

    The syntax of the exclusion URLs are different for each. Varnish expects relative URLs (/checkout/), and Breeze expects absolute URLs (https://domain.com/checkout)

    This is NOT mentioned at all in the Breeze KB article. And getting it wrong could screw up a site's ecommerce pages.

    2 votes

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  18. When going over the limit on Elastic Email service you need to notify before cancelling

    Hi, my account went above my elastic email credits but we were not notified and the system just stopped sending email to my customers. We noticed after two days that something was wrong. This is unacceptable. You need to give warning to your customers of impending catastrophic problems, otherwise we lose business. So we were really disappointed that something so simple to do and expected was implemented.

    5 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  19. Connect your chat system with your support ticket system


    1. Chat doesn't have a timestamps, please add this. I've often been waiting online for a while and I'd like to know how long I've been sitting there.


    2. Provide ability to leave chat and have staff open ticket for you.


    I've been on chat before while the server was being checked out for almost an hour. I had to leave for an appointment. I asked if they could reply back to me in a ticket and they said to just stay on chat. I told them I had to go and they said to just leave the page open. When I…

    2 votes

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  20. Paypal Recurring billing

    I don't like having to update credit card info for every client. Would rather use Paypal and be done with it...

    11 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
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