When do you close a helpdesk ticket at your hosting company?

My current provider closes the ticket whenever they respond to the request, whether the item on the ticket is addressed or not.

Do you?

I personally feel that a support ticket shouldn't be closed until it is resolved, if a ticket system is to be effectively used then it should act as an aid to the process from notifiction to completion, not just a way of notifying about a problem.

I voted none of your bizness since i've never even needed support from my host... :)

and I don't even think catalog.com has a support ticket system anyhoo...

So Dexter, since you've never needed support from your host, does this mean that you have full access to the server, the log files, the ability to stop and start mySQL, modify the http server config files, etc, or that you don't use anything that you cannot completely control from within your web space?

If your host supplied you with a way to block SPAM from coming into your domain, and it did not work, would you complain to them, or just not use it?

What if they supplied a version of a shopping cart as part of your hosting package, and it also did not work. Not just didn't work a little bit, but generated a server error when you tried to check out. Would you not report it? Would you not expect them to fix it since you are paying for it as part of your package?

What if they supplied a program to analyse your log files - which you don't have direct access to - and it reported 10x the proper number of hits. Would you not report it? Would you not expect to have a working log file analysis program?

I'm just curious, since you either have little need for a hosting company to support you, or you have the perfect hosting company...

The poll however is aimed at hosting companies and how they respond to their customers, and not clients. If you are not a hosting company, I would not have expected you to anser the poll in the first place. Silly me I guess.

All Dexter was saying is that he hasn't needed support from his host, not that if a problem arises he won't ask for help.

On the Real issue, I would say...

They request support >>> you reply>>> after this, the ticket is on a watch for 3 days, and after 3 days if they don't respond then the ticket closes itself. I feel that's the best way for tickets to be closed.

Originally posted by thewitt
So Dexter, since you've never needed support from your host, does this mean that you have full access to the server, the log files, the ability to stop and start mySQL, modify the http server config files, etc, or that you don't use anything that you cannot completely control from within your web space?

If your host supplied you with a way to block SPAM from coming into your domain, and it did not work, would you complain to them, or just not use it?

What if they supplied a version of a shopping cart as part of your hosting package, and it also did not work. Not just didn't work a little bit, but generated a server error when you tried to check out. Would you not report it? Would you not expect them to fix it since you are paying for it as part of your package?

What if they supplied a program to analyse your log files - which you don't have direct access to - and it reported 10x the proper number of hits. Would you not report it? Would you not expect to have a working log file analysis program?

I'm just curious, since you either have little need for a hosting company to support you, or you have the perfect hosting company...

The poll however is aimed at hosting companies and how they respond to their customers, and not clients. If you are not a hosting company, I would not have expected you to anser the poll in the first place. Silly me I guess.

Who said he does all that.

Sounds like your host uses Cpanel.

sorry i misread your posts... far as needing help from my host (catalog.com where I rent a server) i've only need help a few times and emailing their support has always gotten fast response.

on the hosting side no we don't run a ticket system... considering we only have 2 real clients and another 3, what i consider half clients since they are friends/family/etc, it's rare if we do get requests for help and if we do email works just fine...