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One feature I would like to see is:

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  1. New Chat is Terrible

    The new support chat interface is terrible. I don't mind waiting - but there is no indicator of how long the wait will be.

    Also, once I get into the chat - after waiting for who knows how long, I keep getting disconnected and reconnected with a new agent. And haven't been able to ask my question.

    Very frustrating

    17 votes
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      7 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • Resolve frequent chat disconnections

      "- Filled out the chat form, got connected to Benjamin right away. Thumbs up.
      - After I type my comment, it redirects me back to the login form. Thumb down.
      - I fill it out again, I get connected to another tech. Ok..
      - New tech says I need to click on a link to get authenticated. Thumbs down" -amsweb

      "Chat doesn't work at all for me" -Justin Phelan

      " was in a chat just now and had to refresh the ticket page I was looking at, since I made new comments as tech requested and they were not showing…

      3 votes
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        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
      • "You Support Requests" doesn't work

        The only issue I see so far with the new Support system is that it is very hard to get to an open ticket. When I log into the main Dashboard and click on "Your Support Requests" it takes me to a new window which is here https://help.liquidweb.com/s/open-tickets

        No tickets show on that window. I get Articles, Tickets, Open Manage and Log Out. Clicking on Articles or Tickets does nothing and shows javascript:void(0);

        If I click on Open Manage I can sent back to the main LiquidWeb Dashboard to start the process all over again https://manage.liquidweb.com/

        The way I found…

        2 votes
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          1 comment  ·  Flag idea as inappropriate…  ·  Admin →

          Thank you for pointing this out. This has highlighted a bug in the new support system on a small subset of accounts. Our developers are currently working on correcting the java error that you encountered here.

        • Add Unblock IP to Mobile Site

          The most common request I get when on the road is to unblock an IP address. This should be on the mobile versions of the LiquidWeb Manage page. Currently, I have to flick back to the full site which is not mobile responsive and is cumbersome.

          4 votes
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            0 comments  ·  Flag idea as inappropriate…  ·  Admin →

            An upcoming rewrite of manage.liquidweb.com is currently in the works, including making the site mobile responsive. I have added this request to that project. Thank you for pointing this out, your feedback is most appreciated.

          • Too many control panels

            Too many control panels for email, websites, dns, etc.

            1 vote
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              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • Fix support ticketing system

              When you purchased WiredTree, you also picked up the absolute best ticketing system I'd ever seen (WiredTree's). The LiquidWeb's is slow, confusing and .. a mess.

              There is a lot to be said about clean, fast no-JS effects garbage.

              Clean, linear ticketing, and the ability to refer to old tickets (like, wth?)

              3 votes
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                1 comment  ·  Flag idea as inappropriate…  ·  Admin →
              • Cloud Sites login button on the Manage.liquid web page

                Currently in order to get back to our cloud sites when on the manage.liquidweb page we have to go to Overview>cloud sites > login. That login link should just be a part of the Overview, Server images, Networking etc section as another link or a button. There really isn't a need for the extra steps.

                1 vote
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                  0 comments  ·  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.

                  12 votes
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                    5 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Add Paypal subscription as a payment method.

                    Ever since moving from WiredTree to LW I have been late with payments and even suspended as I received no warning messages.
                    The only option is to add a Credit Card, which I prefer not to (and many people might not even have it).

                    With WiredTree, we could just add a PayPal subscription and forget about it, I cannot see why this is not added as an option, while regular PayPal payments are accepted?

                    3 votes
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                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                    • Please improve the new support system

                      I am find the new system vastly harder to use than the only one.

                      It is hard to see any replies, when I do reply then obviously it is not seen by staff as no further action is taken. I have a ticket that has sat for 2 weeks with no staff response!

                      You click on Open Manage which I assume is to do with opening and managing tickets and you are sent back to the main control panel.

                      The emailed replies do not have any reply link and actually come from a non-liquidweb address with noreply as the user!

                      6 votes
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                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • The ability to change my NAME and EMAIL in support chat

                        It would be nice to change the NAME & EMAIL address in the support chat window instead of having them REAODONLY!!! Multiple people use our company account to contact support and it would be nice to be addressed as who I AM and not the account owner.

                        1 vote
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                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                          This feature is currently under development. Until it is rolled out, different manage.liquidweb.com users can be created for the same account, each with its own contact information which will show in the LiveChat window.

                        • Add scrollbar to edit comments section in help.liquidweb.com

                          "There's times when I have no scrollbar in large fields where I'm typing my comments." -amsweb

                          "I was replying in that comment field which yes, doesn't scroll...???... and was frustrating that in order to reference what the rep had written, I had to open the ticket in a new window, nav to the ticket, click email, just to be able to read as I was replying." -Chris

                          Admin Note:
                          Idea originally submitted by users amsweb and Chris in thread
                          https://liquidweb.uservoice.com/forums/100399-general/suggestions/31451041-stop-and-roll-back-make-a-u-turn-before-too-late

                          1 vote
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                            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Change LiveChat notification sound

                            "Current notification sounds like someone is tapping on a hot mic."

                            Admin note:
                            Idea was first submitted by user Chris in thread
                            https://liquidweb.uservoice.com/forums/100399-general/suggestions/31451041-stop-and-roll-back-make-a-u-turn-before-too-late

                            1 vote
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                              1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                            • 1 vote
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                                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • Add standard security plugin for Wordpress sites with 2FA, etc.

                                Like with the iThemes Sync, if LW could add a security plugin that adds 2FA and other features as standard. Would be a really nice touch. Security is a major threat on an individual level and anything you can do to raise the bar would be much appreciated.

                                1 vote
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                                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                • New logo is a step backwards

                                  FWIW, I think your new logo is a step backwards. It looks too "cartooney". Plus it looks like an atom with electrons circling it. Another coworker thought the logo represented something a car wash might come up with. Your old logo was just fine, you shouldn't change it.

                                  2 votes
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                                    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Add cPanel Quick IP Address Unblock permission to Manage interface users

                                    VPS users who are not account owners but have access to the Manage.LiquidWeb.Com interface should also be able to unblock IP addresses as needed.

                                    Just experienced this issue and it was determined that as an interace user I didn't have this capability. This very useful tool should be available to all users that can access the manage server website.

                                    1 vote
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                                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                    • populate DNS with standard defaults

                                      I added a new domain to my Cloud Sites account, indicating that I wanted Liquid Web to manage DNS. The only records that were set were the NS's. I called Support, who said that this used to work as expected under RackSpace but not here, and that he had to add everything (web, email, etc.) manually. That seemed a bit odd.

                                      Please automate this.

                                      Thank you.

                                      1 vote
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                                        0 comments  ·  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 →
                                        • 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 →
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