Over the past few months, I have received a handful of requests where I can't find a record of the ticket opener having an account with us. I'm beginning to think that clients from other hosting companies are using us for support because they can't get the answers from their current host. After I ask the "customer" their username, I never get an answer back. Would it be safe to require all my customers to include their user name or domain name in their support request in order to get any help?

You mean we can't funnel support requests over your way? :eek: :D

Originally posted by dbbrock1
. . . Would it be safe to require all my customers to include their user name or domain name in their support request in order to get any help?
Yep. You need at least that much info in their support ticket. We require several pieces of information and it works well. :)

I would recommend asking for the basic information from them. It should just be standard.

I think we had this problem just once. Someone sent an email ordering me in a very sturn way to close his account. He contacted the wrong host. LOL.

Username and domain name is generally the quickest way to get to an account to fix anything so we always recommend customers send that as a minimum.

Never have I seen anyone not ready to give their username if their account is having trouble.

Yup I'd ask for user and domain but make sure you ask them not to submit their password for security reasons.

You have to login to ours with your username/password to your client panel. (not control panel btw)

So, we never had that problem. Then again, no one uses our ticket system.... :(