Service Improvement

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  1. Improved KB

    Simply, what I want to achieve:
    - Great speed
    - Maximize CW feature

    For example, you have kb about w3tc. What if the question I don't see on the kb? Leaving a comment or live chat. But, many comments remain unanswered. And now I need to figure out how to set w3tc for maximum performance here in cloudways.

    Here on feedback forum. There's no quick answer.

    On the other side, on live chat the customer service seems distracted sometimes and giving kb as their reference. If the kb is important to for your customer service then please improve it.

    You…

    39 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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

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

    17 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  4. Documentation for server setting & packages

    Create a documentation to explain server setting & packages for basic and advanced tabs please, is help to chose better configuration for some aplications

    13 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  5. let Live Chat support see details of my account

    I'm using Live Chat while logged into my account, yet the staff never seem to know anything about who I am.

    Even when I provide the console URL to the application or server I'm having trouble with, I still get asked for the server IP and/or Application Name.

    The Support Staff would come across far more efficient if they could access the details in my account rather than having me repeat details stored in your own databases.

    12 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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 →
  7. 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.

    4 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  8. Please, stop rounding off charges!

    I think is not fair rounding off values, since we're not playing math, but dealing with money. By rounding values, people are unwittingly donating money to Cloudways! What about non dollar paying customers? As an example, by rounding $0.5 to $1, customers are paying more $0.5 for nothing, and customers which pay in reals are paying around R$ 1.65, just for nothing. Please, stop doing that. You are a company, not a non-profit organization we are helping with this "donations". If Cloudways thinks backups costs are high, simply make a price readjustment on it.

    4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  9. 4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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 →
  11. 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

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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 →
  14. 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 →
  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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    3 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  17. 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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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  18. Enable an automatic payment option.

    You guys have to add automatic payment from month to month. It's crazy it's not already here.

    2 votes

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

    Can you clarify ?. We already have automated invoice charging (to the registered CC card) at the end of the month.

    Cloudways Team

  19. 2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  20. Better Warning on Server Deletion on Trial Expiration

    Cloudways must improve the warning system for trial expiration!! Upon expiration the server is deleted however in many cases the client is using serever as development site before launhing into production. CloudWays should send more email warning of the impending deletion of the server so the client is forewarned to take action beforew losing all their work! Currently there is an email 3 days before deletion but that is not enough there should be a 24 hr, 12 hr and 2 hours prior warnings that server will be deleted.

    2 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
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