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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"

So, naturally I respond saying, "please don't close my ticket!"

And then I get a manual response saying, "no no, you're good" and then the cycle begins again.

It would be better if you didn't prompt me for a response, and instead said something like,

"Hi there,

This is an automated e-mail to remind you that we are still working on request (#XXXXXX).

This is an automated system. Rest assured we're working on your project and hope to update you with a resolution soon. Please update the ticket if required.

Please follow the link below to review and update your request:
http://tickets.cloudways.com/hc/requests/XXXXXX

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 from my Mac clipboard.

Also, all the other ways require me to save the image on my drive, which just takes up space for no reason. Pasting from my clipboard doesn't require me to save the image first.

Would it be possible for your team to really look into this and let me know if you can change it?

I could understand if it's a policy, but if you could set it up this way, like the others, I think it would be good for everyone!

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 each page

Please can you notify your customers via email about current vulnerabilities/wide-spread attacks with Wordpress and other software packages asap.
Today I was made aware of any issue with one of my customer's sites which was not posted on all vulnerabilities sites. On contacting cloudways I was told by a Cloudways representative that there was a current widespread attack on Wordpress sites with a suspect certain version of a plugin installed, that was impacting on a large percentage of wordpress installations.

How come you don't notify your admin clients when this first becomes apparent so that:
1. It reduces your service/support contact points;
2. Your clients can assist their clients;
3. We are able to address the issue as soon as possible to prevent follow-on effects.

I hope that this happens in the future.

Thanks

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 tickets.

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 zero. And there should be reports reflecting what percentage of tickets were resolved by the point where the timer hit zero. And there should be a maximum time period for a ticket of 48 hours, and 24 hours for urgent issues.

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 interface? And how did projects relate to this? What are the rules for projects? Can only applications go into project or can also servers? What is the purpose of projects?

And then I see on the menu bar there is Team, CloudwaysBot, Add-ons. In my mind im thinking "what the heck are those things and how to they relate to servers, projects, applications, what are they used for?

Where do I go to manage billing? How does billing work? I use to have a digitalocean account so I know how it works but if this was my first time using something like this I would not know.

What is "what's new" and "share love"?

More importantly, what does "add channel" do? Sounds kind of important but I have no idea what it is.

I thought "It would be nice if there was a quick-start page or tour explaining the important features and definitions of your system." Unfortunately, there isn't. If I wanted to get that info I either would have to start a live chat which is no problem because your customer service on live chat is great. But not only is this approach slow for me, it also costs your company money. The other option is to look up each individual feature on your knowledge-base and figure it out which is kind of a hassle.

One way to deploy this idea is to walk through setting up a sample server for new users on the website. Another option is to have a quick-features tour in your knowledge base in written format with pictures. Another option would be to have a short 2-3 minute video explaining each feature and they are used. You could host the video on Youtube and insert it into an article in your knowledge base. You could do a quick start tour that takes a person from setting up their first server and accessing it. And you can have another detailed tour explaining and defining each feature and options in the cloudways account/interface.

I blabbered on long enough ':D I hope this stimulates ideas for you guys :)