My ticket not responded for 31 hours

M

mastoro

Verified User
Joined
Jul 19, 2021
Messages
19
My ticket not responded for 31 hours.
to departemen support
help me please.

my ticket id:
34549
34539
34524
34546
34547
 
mastoro said:
My ticket not responded for 31 hours.
to departemen support
help me please.

my ticket id:
34549
34539
34524
34546
34547
Click to expand...
@DirectAdmin Support


Support or sales?

I have nothing to to with DA but are those all separate ticket separate different topics?

IF not but som same topic then i guess you have problem while it is not done, that way, i also don't know how much support time when created ticket.

If you use this?
I use internal license. License from my vps provider.
Click to expand...
How where did you created those tickets at DA Support?
 
mastoro said:
My ticket not responded for 31 hours.
to departemen support
help me please.

my ticket id:
34549
34539
34524
34546
34547
Click to expand...

I is one example my ticket replied almost 2 days

ticket.jpg
 
You might want to consider to ask the questions which can be asked on the forums, here on the forums. Best keep the ticket system for the real important things.
They are very busy so I presume (not 100% sure) the tickets with less priority probably will get handled at a longer time.
 
Looks like you opened quite a few tickets, i guess other people tickets are also needed to be answered too.

And maybe they needed some time to respond to your numerous tickets :LOL:
 
Richard G said:
You might want to consider to ask the questions which can be asked on the forums, here on the forums. Best keep the ticket system for the real important things.
They are very busy so I presume (not 100% sure) the tickets with less priority probably will get handled at a longer time.
Click to expand...

forum only for trial user/ internal license. And now, I buy standard license retail. So, I must get priority support than internal license.
This is screenshoot before I buy standard license.

ticket2.jpg
 
Nowadays, with my expired support on a lifetime license, I'm not feeling comfortable to open a ticket and ask question there (you know this feeling where the asian slang says: "no money no talk" :\). You can see that most of my questions here are related to directadmin bug and most of them like I was talking to myself and given solution to myself. I also can see few other people are struggling to troubleshoot and post questions here but no help is given even the question was not outside the scope of customer service & support. I feel pity to the guy who asked question 2 years ago and nobody answered that question and I need the **** answer. Directadmin should hire someone who understand this system to guide in this forum like the old senior zEitEr and others. Smtalk is very helpful but I think he is busy too.


Also please don't judge simple question like "you should understand linux first or you should learn networking before asking that question". Just help them even it is a basic question it would help newcomers.
 
Last edited:
maxi32 said:
you should understand linux first or you should learn networking before asking that question".
Click to expand...
Sorry, don't agree there. If you want to be a hoster you at least have to know certain basics.
Mainly also because you're working with customers.
The DA forum is for support on DA, not to learn your OS. So newcomers with hosting, yes, I've always done that. But you do need some basic OS knowledge.
I always like to help starters myself, but some basic knowledge is just required.

However, since the big CP users movement and Zeiter not present on the forums often (and some others) a lot of questions stay open and DA staff is a bit too busy and smtalk also has his own company and customers. There is indeed some room for improvement on forum support.
I think DA is trying to find a way between ticket support with payment and forum support, also trying to make things not more expensive for us. And next to that with programming and testing all the changes and improvements in DA.
 
Those are stats of showing what they have done so far. They have customers in 130+ countries, have made 1400+ features, and have given 'uncountable' hours of support, is how I read that.

On https://www.directadmin.com/policies.php "we are available Monday through Friday, 9 AM - 5 PM Mountain Standard Time."

And even so I don't know what tickets you created but 5 seems a lot.
 
Arieh said:
And even so I don't know what tickets you created but 5 seems a lot.
Click to expand...
Yep, and reading the answer about cleaning backups, I think they might contain questions suitable for the forums, so no high priority, but I could be wrong.
 
Richard G said:
Sorry, don't agree there. If you want to be a hoster you at least have to know certain basics.
Mainly also because you're working with customers.
The DA forum is for support on DA, not to learn your OS. So newcomers with hosting, yes, I've always done that. But you do need some basic OS knowledge.
I always like to help starters myself, but some basic knowledge is just required.

However, since the big CP users movement and Zeiter not present on the forums often (and some others) a lot of questions stay open and DA staff is a bit too busy and smtalk also has his own company and customers. There is indeed some room for improvement on forum support.
I think DA is trying to find a way between ticket support with payment and forum support, also trying to make things not more expensive for us. And next to that with programming and testing all the changes and improvements in DA.
Click to expand...

That was just my example that are not related to anyone in this forum.. My point was that we should have a section for newcomer (Question for beginner)... their question must be related to directadmin scope. For example question like changing directadmin username through terminal. This sounds like a basic linux question but to be honest, for newcomer like myself long time ago I did not know that directadmin username is actually a normal linux user. Not many people use directadmin for business (I think), some like myself use directadmin just for managing personal website, develop plugin. So I dont have customers in directadmin system.

Also, I would like to point out that we should have a section for bugtracker as suggested by @ikkeben. Sometimes if I found bug, I don't know whether I should post this in the ticket (I regard the ticket section is only for subscription people). We need this bugtracker section. I can hunt bug (for free) as this was my past job related to other system.
 
Last edited:
maxi32 said:
For example question like changing directadmin username through terminal.
Click to expand...
Yes oke but for beginners I wouldn't even suggest to do that via terminal by the normal linux command, but use the according script for that:
With basic linux knowledge I mean how to login via putt, how to question network card for ip, how to restart services via terminal for example.

But I understand what you mean, and maybe it would be good to have a beginner section on the forum. Maybe. Because I was also a beginner and all sections I had a question about, was already present on the forum.
So I don't really know why a beginner should not be able to post his question in the appropriate forum. However a "newcomer" or "i don't know where to post this" section would be newcomer friendly, I surely agree.

maxi32 said:
Not many people use directadmin for business (I think)
Click to expand...
I might misunderstand you but I think most DA customers are hosting businesses so they use it for business. I could also be wrong tho.
But that doesn't matter, because we now have the personal license, which will surely be use by beginners as well as hobbyists. I dont'mind, i found it a great idea to present such license to the world.

As for the bugtracker, I fully agree! However, they also must have (or create) time to check all this. So all starts probably with some extra hands in the DA company, if possible.
 
You must log in or register to reply here.
Back
Top