What are your most common support tickets that you recieve???

say your unsure of an answer, what you do?

Adding new domains, changing cpanel skins

Refer it to your Tech!
I estimate that 95% of our tickets can be answered/dealt with by any of our staff.

How do I __________ ?

If I do not know, then I research it until I find the answer. Usually it involves setting up a script I may not be familiar with, but the best way to do things is to research.

"How Do I" questions are the most common. I try to provide as much tutorials as I can but I think some users just want to here the answer from the horse's mouth.

Doing the research is probably the best way to really figure out the answer.

Originally posted by DaHOST
"How Do I" questions are the most common. I try to provide as much tutorials as I can but I think some users just want to here the answer from the horse's mouth. Or they cannot be bothered to read the tutorials :) Its annoying but true!

Regards,
Thomas Currie

Or they cannot be bothered to read the tutorials :) Its annoying but true!


I completely agree here. I have often replied to tickets knowing that the problem was answered in the FAQ. I usually just attempt to politely point them to the FAQ after answering their question and reminding them that reading the FAQ first can save time.

"How do I create a website"

Why is my domain name not showing up? This is normally asked within hours of the acount being setup. Simple answer is to inform them that domain propigation takes roughly 24-72 hours. If the domain still does not resolve at this point it may require several different actions. Amoung these actions are checking the dns zones, asking them if they set the nameservers up properly for thier domain, checking the domain from dnsreport as well as other locations around the world to see if it is just a specfic location that is not resolvong yet.

Originally posted by Lippy
Why is my domain name not showing up? This is normally asked within hours of the acount being setup. Simple answer is to inform them that domain propigation takes roughly 24-72 hours. If the domain still does not resolve at this point it may require several different actions. Amoung these actions are checking the dns zones, asking them if they set the nameservers up properly for thier domain, checking the domain from dnsreport as well as other locations around the world to see if it is just a specfic location that is not resolvong yet.

Same with us! :)

Regards.

"When are you gonig to make me my website?"
"I bought the wrong domain name, how do i change it"

Some more "normal" ones for you :)

Regards,
Thomas Currie