Results 1 to 19 of 19
  1. #1

    What type of support tickets do you receive most?

    I currently am a webhost that has been operating just over a year giving a specialised webhosting service. I am a webdesigner by trade, I got into reselling so I can create, setup and host my clients websites.

    Because I did everything for my clients previously, there was no FTP and such things as support tickets because I set up everything myself.

    I plan to open up my service to people other than my webdesign clients and I was wondering what types of support tickets that your hosting company recieves most?
    Setup? Error Messages? How do I? Billing? etc..

  2. #2
    1 - how to setup the email accounts in cpanel
    2 - how to setup email accounts in Outlook express
    3 - Have errors when send emails
    4- how to setup a subdomain
    http://www.empresasdehosting.com
    THE WEB HOSTING INDEX IN SPANISH
    http://www.empresasdehosting.net
    THE WEB HOSTING DIRECTORY IN SPANISH

  3. #3
    We really don't get all that many tickets, the last one was a request to change a client's password.

  4. #4
    Join Date
    Jul 2004
    Location
    Amsterdam
    Posts
    35
    hello,
    we mostly receive:
    - how to create / modify E-mail accounts,
    - How to change FTP password,
    - How to manage control panel
    - and sometimes, personal inquiries related to client's site performance

    it would be so useful to have kind of FAQ section on your website to save your time and energy,

    Regards,
    Pandora ISP - Shared Hosting, Reseller Hosting and Domain Registration
    [email protected]

  5. #5
    Join Date
    Jun 2005
    Location
    Delmarva Peninsula
    Posts
    51
    I usually get stupid support requests, like how can I access the control panel.

  6. #6
    Well, I can see most of them are "how to's" so I think it'll be a good idea for me make up some FAQs for cPanel. Thanks guys.

  7. #7
    Join Date
    Feb 2005
    Location
    India
    Posts
    911

  8. #8
    A good FAQ/Knowledgebase is a great idea and you've got a small start here. I've got to beef mine up as well. Normally I get the typical e-mail/DNS/ftp/cPanel questions that everybody sees but today I got "How do I exclude my IP from the web statistics?" which was about the best I've had in a while since I couldn't remember offhand how to do it in awstats (don't get too many as you can tell )
    Plexi Hosting and Web Services LLC - Solid hosting, gift cards

    TalkShoe - Live, interactive podcasts

  9. #9
    Join Date
    Jan 2005
    Location
    Minneapolis, MN
    Posts
    967
    Flash tutorials will take care of most of the tickets listed above. A really good investement.
    Doyle Lewis
    BuyHTTP Internet Services - In business since 2003
    Business Hosting | nginx, CloudLinux, Varnish cache, and CDP with every business account
    Shared, Reseller, Semi Dedicated, VPS, Cloud, Dedicated - We can grow with you

  10. #10
    Originally posted by keliix06
    Flash tutorials will take care of most of the tickets listed above. A really good investement.
    Agreed! I find that people really tend to be able to follow a step-by-step set of instructions better visually than via e-mail. At least in my experience. They are VERY effective and worth every penny.
    Plexi Hosting and Web Services LLC - Solid hosting, gift cards

    TalkShoe - Live, interactive podcasts

  11. #11
    Join Date
    Jul 2003
    Location
    Goleta, CA
    Posts
    5,550
    Since I updated the faq in modernbill support requests have dropped dramatically. Got to give clients credit if they are using it. If not then well I guess they are doing great on their own. Either way is good because I don't have to work as hard, not that I mind lending a helping hand once in awhile.

    My clients seem pretty knowledgable just usual consultant questions like. Can the server support this script etc. Or requests for tasks that they can't do with their access level.
    Patron: I'd like my free lunch please.
    Cafe Manager: Free lunch? Did you read the fine print stating it was an April Fool's joke.
    Patron: I read the same way I listen, I ignore the parts I don't agree with. I'm suing you for false advertising.
    Cafe Owner: Is our lawyer still working pro bono?

  12. #12
    Usually we just get tickets asking for a lost password or somthing to do with email. Rarely do we get anything else....

  13. Nearly all my support tickets are how to set up email in outlook or how to set up email. Easy enough to sort out, just point them to the rtfm...err I mean support pages on the site.

  14. #14
    Join Date
    Aug 2004
    Posts
    1,461
    1. "I changed my credit card on Paypal and my subscription got cancelled" (this is one of my largest problems...I really wonder why Paypal makes it so complicated !!!!)

    2. Lost password

  15. #15
    Join Date
    Oct 2002
    Location
    Buenos Aires, Argentina
    Posts
    52
    1 - how to setup email accounts in Outlook express
    2 - how to setup the email accounts in cpanel
    3 - Have errors sending or receiving mails
    4 - how to conect with FTP / Front Page
    5 - lost passwords

  16. #16
    Join Date
    Dec 2004
    Location
    Butler,TN
    Posts
    2,413
    Hi!
    Mine have been a bit different. Of course, what I offer is considerable different:

    1- DNS/BIND configuration issues
    2- Movable Type formatting/template issues
    3- MYSQL configuration/connectivity issues
    4- Wordpress formatting/setup issues
    5- Mambo configuration issues

    Bryon

  17. #17
    Join Date
    Jun 2005
    Posts
    32
    These are the most common three I see...

    1. Password changes.
    2. Any email-related issues.
    3. DNS issues / Nameservers

  18. #18
    Join Date
    Feb 2005
    Location
    India
    Posts
    911

  19. #19
    1 - how to setup the email accounts in cpanel
    2 - how to setup email accounts in Outlook express
    3 - Have errors when send emails


    These 3 are what I explained most before I saved my answers as draft and modify the URL each time a customer asks for help
    About-Webhosting
    Everything you need to know about web hosting business..
    Realible and low-cost web hosting..
    30 Day Money Back Guarantee & Paypal Accepted

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •