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Improve support time AFTER ticket pickup

I realize you have the 30 minute "initial response", and often our tickets are picked up "just" under the 30 minute mark...

Then they sit there for 30 minutes+++ , until sometimes I've prodded and found that person had left for the day and it's now passed onto someone else.

Or, I've had to open a chat with live help to get a response.

To be useful, a support rep should be picking up the ticket AND dealing with it right away - not putting us aside to handle others, then we get lost waiting. Support isn't as fast as it used to be many times these days I've found :(

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Amber shared this idea  ·   ·  Report…  ·  Admin →
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  • Admin[Deleted User] (Admin, Liquid Web) commented  ·   ·  Report

    Nathan,

    Thank you for posting this feedback. You're absolutely right, we have not been as responsive as compared to the bar we've set in the past, and it's something that we are aware of. To this end we've been making sure support is receiving more attention and more resources so that they can exactly do that, focus on what matters: our customers. We've been hiring more, training more, and developing more in-house tools and procedures to facilitate this.

    I've also been in discussion with Clinton Hanson, who is the manager of our entire support team. He is opening a ticket with you so that you can discuss these frustrations directly with him in the hopes of you getting more satisfying answers and to get your concerns -- your voice-- heard and acknowledged.

    Please let me know if there is anything else i can do myself to assist you. Thank you!

    If there are more details to share or something I can point him to, I would be happy to add it/include it.

    Thank you!

  • Nathan commented  ·   ·  Report

    Lately, my initial responses have been well over 30 minutes - sometimes 1-2 hours. And I have had the "end of shift" trick pulled on several tickets.

    Like OP, I often have to call in or do a chat to get any kind of action at all.

  • Anonymous commented  ·   ·  Report

    This is so true!

    System cheated with minor follow up question almost immediately and after that nobody answers for hours.