Guys
You have introduced a new chat engine with AI and it's messy and confusing, with the net result that no one is actually picking up the tickets or chats. I cannot address my concern to any relevant dept.
I am concerned that if I have any urgent issues they will not be addressed in a reasonable timeframe. The old version was far more responsive.
Regards.
I tried to reply to this thread using my normal IMH account, but had to create a separate account. (?)
Here's my concern: When we had the web form and email back and forth, things were a bit clunky but the issues got fixed in a matter of a few hours.
Now, I cannot email support (!), and I have submitted the chat help request (Over 2 days ago) and I have yet to get a response. I'm taking a basic 404 issue. No response, other than an email telling me to check the chat which has... no response other than "We'll pick this up soon".
I'm frankly shocked, IMH has been great, but you know its messed up and still here we are. The most frustrating part is I have absolutely no idea if or when a support person will pick up my ticket.
We hear you, and we will be direct: the timing of this rollout was not good, and we are sorry it landed while active cPanel security patches are underway. Those two things happening at the same time created real friction for customers who needed fast answers. That is a fair criticism and we own it.
We are not satisfied when a customer cannot get to the right person, especially during an active maintenance window. That said, we are glad we were able to connect you with our support team and confirm your issue is resolved. If anything else comes up, we are here.
I am also shocked.
I was also unable to sign into this community with my existing IMH account.
On a recent support request I land to find a new support experience.
I didn't mind the AI bot too much since I could still reach a human.
However, the ability to view current and legacy tickets via "Manage My Tickets" has been downgraded by moving it to the chat window.
Now all previous tickets are in this tiny tiny chat window for non-technical elves.
I cannot see the dates of the tickets or all the other useful pertinent information, most of all I CANNOT SEE THE THREAD of the legacy tickets, only the resolution message. I have saved myself and your team countless hours by being able to review the threads of legacy tickets.
Please consider reinstating the superior ticket management view !