General

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

    20 votes
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      7 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • last reply from in https://manage.liquidweb.com/manage/support/

      it's will be more useful if you add a " last reply " column in the support table .

      Thanks :)

      15 votes
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        2 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!

        9 votes
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • Exporting/Importing DNS zone files

          I would like to export or import an entire zone file in standard zone file format. This feature would be nice to see on the DNS tab under domains in the manage account portal.

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

            Thank you for pointing this feature out. We agree, this has been missing from our system. Our Developement Team is starting work on updating the DNS system to include these features and we hope to have it rolled out by the end of the first quarter.

          • "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.

            • WHERE IS THE EMAIL!!!!

              Add a freaking button to access business email from liquidweb login so I dont have to contact support every time i want to manage email addresses

              1 vote
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                1 comment  ·  Flag idea as inappropriate…  ·  Admin →
              • Always Keep CC Accounts in ticket Response

                most of the companies use mail alias to handle tickets as a team. I want to recommend that please set your ticket system to response all emails in loops such as CC emails. Thank You!

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

                  Thank you for this suggestion. We agree, this is currently missing from our system. The development team is currently working to implement this functionality.

                  I will keep you updated as this project moves forwards.

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