Top 8 Things to Ensure Faster/Friendlier Support

[HMB-Garrett]

The content of this article has been modified from its original source (a thread on the WebHostingTalk forums).
This is a guide for customers for 8 things NOT do when contacting our technical support team.
Please forgive the brutal honesty - it's for your own good.

1. One ticket per issue
Emailing your issue to Support, Sales, Billing, Abuse, the owner, each individual tech, and the mayor of your town is not going to get your ticket answered any quicker. Additionally, opening 2, 3, 4, or 10 tickets isn't going to get things done any faster. Seriously - all it will do is irritate the support guy.

2. Contact the proper department
If your account is suspended due to non-payment, or your account hasn't yet been setup, or you want to upgrade your account - please don't bother contacting support hoping it'll get done faster. All it will do is slow down their response time to customers that have actual support issues. Sales & billing issues go to Sales. Technical issues go to Support. Get the picture?

3. Contact support via ONE medium only
If you put in a support ticket, don't get on live chat and call too. Trust me - you'll get the same answer on live chat and the phone as you will in the ticket. Same goes for requesting "updates" on your ticket - if your ticket is in queue, wait patiently for a response. If you don't get a timely response, contact the management to complain.

4. Everyone thinks their ticket is CRITICAL
We realize that you think your issue is critical and must be dealt with IMMEDIATELY. But, guess what, so does everyone else that submitted their ticket before you. Your "critical" ticket will be answered in the order received - after everyone else's "critical" ticket has been answered.

5. Do not try to "bump" your ticket
Making continuous replies to your ticket in an attempt to get a faster response won't work. In fact, in most common helpdesk applications, each reply made rotates the ticket to the bottom of the queue. So really, by bumping your ticket, you're just making yourself wait longer. Not getting service fast enough? Contact the management!

6. Include all relevant information, but only relevant information
Seriously - we don't need to hear your life's story. Submit your ticket with your domain name, username, password, error messages, steps to reproduce, or other information directly pertinent to your issue. If your website is inaccessible, check http://www.downforeveryoneorjustme.com/ and include your public IP address (from http://www.whatismyip.com/) and a traceroute. That will save you a reply.

7. Just because YOU can't see the website does NOT mean the server is down
So please - don't come shouting at us claiming we're fraudsters and have horrible uptime and demand a credit. Most of the time you will find there is either a firewall issue or a routing issue - or scheduled maintenance. Again, check http://www.downforeveryoneorjustme.com/ and our forums before screaming at us.

8. Don't disrespect or mistreat support people
If you curse at us, disrespect us, or mistreat us in any way - you can almost be guaranteed that we won't be going out of our way to help you beyond the minimum. By polite, cordial, and courteous to your support tech and it will get you a lot farther. We don't get paid enough to deal with people's abuse.

I hope you find this to be informative and helpful.

[two0426]

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