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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…
3 votes -
Allow Debugging
Having the ability to debug PHP code is very important for developers who need hosting. You do not market to developers (or you do not know how to.) They need to know that they can use VS Code (for example) on their desktops and connect remotely to their webserver. A port is needed for this but you do not support. Developers will silently move on to a different hosting plan and you will never know that you are losing their business so here is a hint from the development community... Fix it and gain business from developers!
3 votes -
Get me to my website's dashboard in one click
When I log on and land on the new portal, I cannot find the link for my website's dashboard there. Please make a link to it bleeding obvious , like maybe a "Websites" or "Dashboards" icon across the top menu.
Also, if I want to find the backups page, and enter "backups" in the search box, why isn't the actual page where I can access backups the first choice rather than only support docs that also do not tell me where to find my dashboard. Why send customers through these twisty little passages?3 votes -
Liquid Web should allow customers to share their screens with support techs so that problems can be solved more quickly and effectively
It's much easier to show a support technician a problem than to describe it.
Adding a screen-sharing service would help Liquid Web solve more problems more quickly with a higher degree of success.3 votes -
Please make a full page acces available on mobile.
Please make a full page access available on mobile. Very often I’m away from my pc - for eg I cannot add a new IP address right now :( If we could click ‘show desktop version’ or all desktop options were available in responsive/ mobile version it would make our lives much easier. And like others, unblocking IP from mobile would be very helpful too. Thank you :)
3 votes -
Domain alias in Email Service
Domain aliases for email service is a very common feature and present even in free email services. I have been using domain aliases in former Cloud Sites email service and now I was told I cannot add an alias! I added an alias even early this year.
3 votes -
Being able to control storm backup runtime.
Storm backups seem to run at almost random times daily. Often we need to be able to have them run at the same time every night so we can plan around them. We would like like to be able to schedule storm backup run time instead of just having it run at some point within the 24 hour period.
3 votes -
Automatic Lets Encrypt SSL certificates for CloudSites
Lets Enctypt SSL certificates are used plenty, please add automated tools to install and mantain such certificates :D
Cheers!3 votes -
Revamp Cancellation Processes and Procedures
I highly suggest you revamp your cancellation procedures and make it clear what needs to be done from the customer's perspective. I recently had to cancel my service and through conversations with my rep, the details of what needed to happen got lost in the conversation. I came to realize that there was a huge misunderstanding and I was charged even though I thought my services would be canceled. The account rep was handcuffed by the policies and could not act to be "The most Helpful Humans In Hosting" and offer a refund to a long-standing client who spent a…
3 votes -
Text message for Two Factor Authentication
Please provide two factor authentication with a text message as an alternative to Authenticator app. and also please provide ability to recreate Authenticator app based authentication via text message. this is helpful when device is lost.
3 votes -
When I log into LiquidWeb and look at my managed WordPress site information, I would like it to include the amount of storagspace I've used.
When I log into LiquidWeb and look at my managed WordPress site information, I would like it to include the amount of storag space I've used.
3 votes -
Provide a way for clients to download saved images
Having just suffered a ransomware attack with another ESP whose virtualization platform, like LiquidWeb's, is based on Windows HyperVisor, we're particularly sensitive to the real-world downsides of having Windows in our enterprise.
Should LW, while unlikely, suffer a similar fate of having the Windows host servers our Linux instances are hosted on get encrypted, having the images off site and on our own offsite backups, we'd be able to re-upload the images to LW and restore service again.
As it stands now, while unlikely, it is possible for the host server to be encrypted and for the onsite backups at…
3 votes -
Unable to select random email address while creating support tickets
Hey support , The new GUI looks annoying , we are unable to select additional contact emails while creating support tickets . Since we have to receive notifications in email addresses that not as a primary contact email
3 votesHi there, you bring up a valid point. We agree, this functionality would be very helpful and we will review. May we also get your case number, so that we can ensure your case is being taken care of?
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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 -
Migrations Team Phone Support
DNS migrations would be a lot quicker if we could flip settings on my end while on the phone with a migrations tech. Migration specific issues could be solved a lot faster if the regular techs weren't relaying questions and answers back and forth over the phone. :-)
3 votes -
New Dashboard Design
I feel the dashboard needs a new or a more modern look. I also use Fastcomet.com and have used some other VPS's and find a more modern design makes it easier to navigate. It's also a great selling point. Liquid Web's dashboard looks old.
2 votesActually, we are already in the process of completely overhauling the customer interface! It’s currently in alpha testing, so what I’ll do is get you invited to that so you can see what it looks like and it’ll give you a chance to see how the new look works for you and am opportunity to tell us what you’d like to see added!
You can access this alpha from your current manage interface now, but you should get a ticket with more information later today.
Thanks!
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Send tickets from an @liquidweb.com address instead of no-reply@salesforce
"Tickets are sent from a no-reply @ salesforce address - eh???"
Admin Note:
>Idea originally submitted by user Ian in thread https://liquidweb.uservoice.com/forums/100399-general/suggestions/31451041-stop-and-roll-back-make-a-u-turn-before-too-late2 votes -
migration
Migration Request has two flaws: 1) It was not clear that I had to order a new server before starting the process. I assumed that if I did not have an existing server to migrate to, that I would have the option to order one. 2) When selecting a source (after I had a new server ordered and configured) I selected the new server from the drop down, but kept getting a message that I had not selected a source. The button "Add a source" should be labeled, "Add selected source". Customers can't save you support time if what you…
2 votes -
upgrade to centos8
possibility of upgrade from CentOS-7 to CentOS-8.
2 votes -
Monitor the Automatic Bug Reporting Tool (ABRT)
I happened to log onto our Linux cPanel server and noticed an error reported by ABRT. I took a further look and there appeared to be a memory problem. Memory was replaced quickly and successfully by a system restoration technician. However, it would be very helpful if this problem could have been monitored. If I hadn't happened to notice it, it could have been quite impactful to our users. Can this monitoring be done automatically?
2 votes
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