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This is a hostgator review posted viking60 on 15 May 2007

One thing i really hate is when the Livechat support recomends to place a ticket right away. Makes me wonder what live chat is for

Have had some trouble getting scripts to work. Since the scripts have been tested, and work on other servers (other hosts), i find myself spending time schratching my head here.
True - it is often human error and not the settings of PHP or servers that are to blame. And the response to tickets seems ok. On the Livechat it depends.
I accept that it is not the best of situations to fix a complex problem, but i expect some sugestions (even long shots). Getting the “ticket treatment” right away is not my idea of livehelp (at the end of a chat it is ok, of course).

Once we are in the ticket system we have the Levels of support. It can be time consumeing to work the way to the top. It is offcourse right to start with the basics , but maybe there could be an identification of level of customer to match the support and custommer better.

(Not sure if this is possible).

This is in no way unique for HG - but i think there is some time to be saved here

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