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I suggest you ...

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  1. no follow up on ticket support

    I have been with Wiredtree for many years, so fast ticket support.
    now because you bought this company the ticket support so bad.
    urgent things like hacked sites can't be address via chat and support tickets takes days. what you do is answer first time to ticket with reply that you take care of things and then you forgot about the ticket.

    1 vote
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      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
    • When someone quit, forward his/her e-mail to another agent.

      Or at least set an automatic response to tell people this e-mail address is not read by anyone.
      So our request does not get stuck in the middle of anywhere.

      1 vote
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        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
      • Remember Authentication Code for X days

        It would be great to consider remembering the authentication code for X number of days, say 15 or 30.

        Though it's nice to have our accounts secure, I don't recall any bank, stripe or any other SaaS that requires to complete the authentication code on every login.

        1 vote
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          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
        • Answer Support Requests in Under 3 Hours

          I've stayed with Liquidweb for many years due to the heroic support. It really was the best in the industry. Today, I put in my first serious request in months, and no answer for 3 hours and counting. I am renting a fully managed server for the support, help, and management. Delayed responses to support requests slow down an entire work day. Get back to doing what you do well Liquidweb, or I'll go to another company.

          3 votes
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            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
          • Allow scheduled Storm backups, twice weekly

            Allow scheduled Storm backups. Currently the only option is daily and so in order to get more than a week of backups I need 500Gb. If I do not get more than a week of duration then the backups will be overwritten too quickly and I do not need 8 consecutive days of backup. Why not also offer a twice weekly option? Then I could drop to 250Gb and 4 backups would span 2 weeks. Then I would have more restore options further back in time is a problem is discovered.

            1 vote
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              1 comment  ·  Flag idea as inappropriate…  ·  Admin →
            • Have a running log of historical network outages

              Have a support page that shows a historical log of any outages that were posted to the portal.

              Right now know outages only show up on the portal while they are in affect.

              Today there was an outage - where Comcast customers couldn't get to liquidweb.com - we could access the portal to read about the outage.

              It would also be helpful for liquidweb to establish a twitter account dedicated just to liquidweb status notifications that we could check.

              6 votes
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                1 comment  ·  Flag idea as inappropriate…  ·  Admin →
              • Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already

                Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already doing way worse than Wired Tree. You’re gonna buy their company and lose their customers if you’re not careful.

                1 vote
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                  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                • poor support

                  Liquid Web used to provide excellent support with low ticket response times. Lately it seems we have been getting nothing but poor quality support from techs who mostly appear not to really know what they are doing - making many amateur mistakes, and causing all kinds of problems for us and our client's sites.

                  Many issues we end up having to diagnose and resolve on our own or fix issues that techs have caused. Many issues keep repeating themselves. Techs need more training and education.

                  Ticket times are at an all time high in the 10 years that I have…

                  5 votes
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                    5 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Improve user experience on login

                    When first logging in to LiquidWeb, the small popup tells you login was successful, then presents a button "Manage my site". Why would you want to log in and NOT manage your site? It should go straight to the account area, like 99.99% of other login systems.

                    1 vote
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                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already

                      Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already doing way worse than Wired Tree. You’re gonna buy their company and lose their customers if you’re not careful.

                      1 vote
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                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • Tell the truth

                        Been on hold over 10 min but your system said within one minute. and no chat available. you migrated me without the notice which wiredtree had promised and now my email is not working properly.

                        And put an option on to turn of the damn awful music on hold.

                        Nathan Sparks

                        3 votes
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                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                        • Chat Transcript

                          Live Chat Does not send transcript nor does it stay on the screen a survey covers everything up.

                          1 vote
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                            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                          • Contact Me Now Number

                            Should have a field for "contact me now" when setting up a server since may be using a generic corporate main line. the contact me now could be the number to contact for verification. Should also explain this.

                            1 vote
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                              1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                            • Storm backup status feature

                              It would be a great feature to be able to see the status of a current daily Storm backup in progress (i.e. running, scheduled).

                              2 votes
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                                2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • Enable Storm images to pull from Storm backup usage

                                If customers are already paying for Storm backup storage, why not allow them to use their storage allotment to create manual images instead of charging them twice (once for daily backups and again for the images)?

                                5 votes
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                                  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                • improve the live chat...

                                  upgrade so we don't have to wait 15 minutes to get someone

                                  1 vote
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                                    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Plesk password in Manage to automatically post to Plesk Panel login screen

                                    It would be a great process improvement in the Manage interface to have the Plesk link for Plesk Storm Images automatically log users in as discussed here (https://talk.plesk.com/threads/api-feature-request-method-to-auto-login-a-user.298105/) and documented here (https://support.plesk.com/hc/en-us/articles/213411289-How-to-create-Autologin-using-an-API-request-in-Plesk-)

                                    2 votes
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                                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                    • bring back heroic support and change your phone greeting back the new ones sucks

                                      your new phone greeting is too long and slow talking and puts customer support too far down the line. I originally signed up years ago because your company was so support focused that support was the #1 button your greeting. I am on hold now after being told by the robot it would be about 1 minunte, for 7 minutes and counting. And I am calling because my ticket from 5 hours hours ago hasnt been handled and it would take someone about 4 minutes to do. #heroicsupportwhereareyou

                                      1 vote
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                                        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                      • E-mail the technician's notes about a ticket to me on request.

                                        E-mail the technician's notes about a ticket to me on request. I have to repeat a lot of requests for the same service because I was never told how to fix-it myself.

                                        1 vote
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                                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                        • make billing statement available in Mobile version

                                          A email receipt arrives. I "Click" here to see invoice. Mobile version of site loads. However account shows no invoices. It simply shows that I have no balance due.

                                          1 vote
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                                            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
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