I have never been impressed with Cloudways' "customer support" from the beginning. It's generally obstructive, ignores the question, is poorly trained and just re-directs you to guides. On top of this, the Live Chat function has been greyed out for a year and Cloudways can't resolve it. Recently, it's got even worse so time to leave.

Crisp has better functionalities with unlimited users. The main thing is, a customer can easily get all the chat history from the browser itself, but for your current software, the chat history just disappears.

Also every time the page reloads, the chat software connection is lost and then I have to ask the bot to transfer me to agent again.

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Can we please get actual 24hr / 365 Live chat? The chat bot is very frustrating and customers wanted to just get referred to an article they would go to the knowledge centre.

Please make a feature that you can setup all chats to automatically be sent to email and or set up system your end that makes all chat a support ticket

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|

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

Chat Button does not Work on Firefox!

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.

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!

The live chatbot is useless and only seems to try and suggest knowledgebase articles. Which I am well aware of where the knowledge base is. It is pointless and frustrating.

To make matters worse the live chat agents always ask "how can I help you" Which I already asked the question and have to repeat or tell them to read above.

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.

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.

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

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.