Commonly we hear that "cPanel's Technical Support is great and really fast!, but can it be any faster?".
We looked into ways to provide even faster support and realized that a large portion of the delay in resolving issues is caused by information gathering and back and forth between a customer before a full view of the issue is in scope and can then be worked on. Let's look at an example, a ticket comes into our support queue with the subject
The body of the ticket usually just reiterates the subject.
Unfortunately, this doesn't provide much information to work with and now we need to ask various questions such as:
Is only incoming email effected or is it sending email? Or is it both?
Is it for one account or for multiple or all accounts?
For a specific account, please include the account name and password in the ticket notes.
Did you receive any error messages?
Have you by chance; checked the log files?
The more information that is provided when opening a ticket, the less time we need to spend gathering more information from you and then we can hopefully solve the issue much quicker.
A better example might be:
Let's look at another example.
This might seem pretty straight forward, so we begin by logging onto your server, reviewing the Apache error_log file while visiting your site and to our surprise, everything works and there are no errors listed.
If we can't duplicate the error by looking around your site. we now need to stop our investigation and ask you for specific information. We are now waiting on you to respond with the steps necessary to reproduce your issue.
A better suggestion might look something like this:
Now, this is not likely a cPanel/WHM problem, but we have enough information right from the start that should help solve the issue as quickly as possible. We're very glad to be of assistance to anyone who asks us for help, and we will do our very best to guide you in the right direction.
Let's take a quick look at another one that may be cPanel/WHM related:
A better suggestion to this might look something like:
This may be a cPanel/WHM problem and would require investigation to verify that the suspend/unsuspend account program is working properly. Unlike the original email that has no account name listed, this one provides enough information for us to quickly get to the bottom of the problem and provide a solution.
We hope that the above information will help you get any issues resolved quicker.
We looked into ways to provide even faster support and realized that a large portion of the delay in resolving issues is caused by information gathering and back and forth between a customer before a full view of the issue is in scope and can then be worked on. Let's look at an example, a ticket comes into our support queue with the subject
"My email doesn't work"
The body of the ticket usually just reiterates the subject.
Unfortunately, this doesn't provide much information to work with and now we need to ask various questions such as:
Is only incoming email effected or is it sending email? Or is it both?
Is it for one account or for multiple or all accounts?
For a specific account, please include the account name and password in the ticket notes.
Did you receive any error messages?
Have you by chance; checked the log files?
The more information that is provided when opening a ticket, the less time we need to spend gathering more information from you and then we can hopefully solve the issue much quicker.
A better example might be:
Hello,
I'm receiving a 550 error when sending emails from [email protected] to [email protected]. I've included the password for [email protected] within the ticket notes and I've reviewed the /var/log/exim_mainlog but didn't find anything that would cause this issue. Can you please help?
I'm receiving a 550 error when sending emails from [email protected] to [email protected]. I've included the password for [email protected] within the ticket notes and I've reviewed the /var/log/exim_mainlog but didn't find anything that would cause this issue. Can you please help?
Let's look at another example.
Hello,
"My website has a 500 error"
"My website has a 500 error"
This might seem pretty straight forward, so we begin by logging onto your server, reviewing the Apache error_log file while visiting your site and to our surprise, everything works and there are no errors listed.
If we can't duplicate the error by looking around your site. we now need to stop our investigation and ask you for specific information. We are now waiting on you to respond with the steps necessary to reproduce your issue.
A better suggestion might look something like this:
Hello,
When logging into my admin page at http://www.mydomain.tld/wp-admin and clicking on Plugins, I get a 500 Internal Server Error. This is only happening on my site and all other sites are working fine.
Steps to duplicate:
Go to http://www.mydomain.tld/wp-admin and log in with the user name and password (provided within the ticket notes), and then click on "Plugins".
When logging into my admin page at http://www.mydomain.tld/wp-admin and clicking on Plugins, I get a 500 Internal Server Error. This is only happening on my site and all other sites are working fine.
Steps to duplicate:
Go to http://www.mydomain.tld/wp-admin and log in with the user name and password (provided within the ticket notes), and then click on "Plugins".
Now, this is not likely a cPanel/WHM problem, but we have enough information right from the start that should help solve the issue as quickly as possible. We're very glad to be of assistance to anyone who asks us for help, and we will do our very best to guide you in the right direction.
Let's take a quick look at another one that may be cPanel/WHM related:
Account was suspended, but still works.
A better suggestion to this might look something like:
Hello,
I suspended an account via WHM (Account Name), but the website seems to still be working. Can you see what might be happening here?
I suspended an account via WHM (Account Name), but the website seems to still be working. Can you see what might be happening here?
This may be a cPanel/WHM problem and would require investigation to verify that the suspend/unsuspend account program is working properly. Unlike the original email that has no account name listed, this one provides enough information for us to quickly get to the bottom of the problem and provide a solution.
We hope that the above information will help you get any issues resolved quicker.
