Contacting Support Has Taken A Nosedive Since Consolidating to Chat Window

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timoto
  • updated

Very shocked at the rollout of the new support chat experience.


1. I can no longer fire up a chat and see my place in the queue.

2. Instead I can only submit a ticket, which appears in the new chat window, but goes unansewred for DAYS.

3. One ticket was actually responded to as "Resolved", it is not entirely resolved, but my reply is still not answered in 4 days and counting.

4. The new chat has also replaced the previous method of reviewing historical tickets which used to display all the dates and pertinent information occupying the full screen. Instead everything has been crushed into the tiny chat window removing various data points for reference in the process. Display real estate nightmare.


I have since submitted other tickets to prompt the attention to the "Resolved" but not resolved ticket, and still nothing.

It's got to the point that I will actually have to make a phone call, in 2026, a phone call? But that will have to wait another 3 hours for NY office hours.

From what I can deduce on the outside, corners are being cut, the business is economising on support by reducing support availability to the point that tickets are going unanswered for days. Apparently this new scheme has been introduced when a major maintenance roll out has been launched, which is most likely responsible for the upstream issue of my PTR record being lost. No apology given, no reasoning, just unanswered tickets. Who in management is responsible for rolling out an untested support experience at the same time as a major maintenance initiative? So many reasons not to stay with IMH. 

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Derrell W Developer Relations Manager
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Hello timoto! 

Thank you for taking the time to share your feedback with us. I want to start by offering an honest and sincere apology for the frustration and lack of faith in our business that this experience has caused you.

After reading your message, I understand that the newly implemented chat widget has made getting support more difficult, and for that, I am truly sorry. While we offer phone support for those who prefer speaking directly with our technicians, calling Technical Support "in 2026" should not be a necessity, and having your tickets go unanswered for days (especially one prematurely marked as "Resolved") is completely unacceptable.

We are currently acclimating to this new system, and your detailed breakdown of the flaws is exactly what we need to hear. We take all feedback, good or bad, seriously, and we are going to use yours specifically to improve. Here is how we are addressing the points you raised:

  • The AMP Interface & Display: I am sharing your comments directly with our Product and Management teams to review the Account Management Panel (AMP) interface. Your critiques are incredibly valuable as we work to refine the UI.
  • Ticket Status Confusion: We are actively reviewing how the new system handles ticket replies to ensure customer responses don't get lost in the shuffle.

Please know that what you experienced does not meet our standard of support, and we genuinely want the opportunity to make this right. If you still need assistance, could you please provide your domain name or any open ticket numbers?

Thank you again for holding us accountable. We appreciate your patience as we work to smooth out these growing pains.

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timoto

Still no joined up response, my ticket still has questions going unanswered.

Since I purchased the server on a 3 year term, I'm now wondering if there is a way to break out of the contract and get a refund on time unused, because this "support widget" is heinous, and I'm very concerned about future incidents where I will be frustrated by not being able to reach support.

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timoto

I also forgot to add here that in the past if I replied to a ticket's email notification, that email would be added to the ticket. But now I instead get a noreply response to inform me that the mailbox is not monitored, and low and behold the reply has not been added to the ticket. Also very frustrating.

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Derrell W Developer Relations Manager
  • Answer

Hello timoto! 

Thank you for taking the time to share your feedback with us. I want to start by offering an honest and sincere apology for the frustration and lack of faith in our business that this experience has caused you.

After reading your message, I understand that the newly implemented chat widget has made getting support more difficult, and for that, I am truly sorry. While we offer phone support for those who prefer speaking directly with our technicians, calling Technical Support "in 2026" should not be a necessity, and having your tickets go unanswered for days (especially one prematurely marked as "Resolved") is completely unacceptable.

We are currently acclimating to this new system, and your detailed breakdown of the flaws is exactly what we need to hear. We take all feedback, good or bad, seriously, and we are going to use yours specifically to improve. Here is how we are addressing the points you raised:

  • The AMP Interface & Display: I am sharing your comments directly with our Product and Management teams to review the Account Management Panel (AMP) interface. Your critiques are incredibly valuable as we work to refine the UI.
  • Ticket Status Confusion: We are actively reviewing how the new system handles ticket replies to ensure customer responses don't get lost in the shuffle.

Please know that what you experienced does not meet our standard of support, and we genuinely want the opportunity to make this right. If you still need assistance, could you please provide your domain name or any open ticket numbers?

Thank you again for holding us accountable. We appreciate your patience as we work to smooth out these growing pains.

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timoto

Oh and another thing.

I'm pretty sure the old ticket system after a ticket was marked as "Closed", and then I replied to the ticket, it would then be displayed as "Open", but the new system leaves the ticket displayed as "Resolved". So I have no idea if anyone is going to notice my response to the ticket. And after 4 days and counting it really feels like unnoticed.