What would be valid live chat inquiries?

[Joe2209]

http://forums.hostnine.com/showthread.php?t=2171

I must've read that topic a few times, yet I'm still a bit puzzled. The tech's use of words are very bad.

I'd like to ask what are and aren't valid reasons to go into the live chat and ask for support. I honestly understand that for some inquiries, a support ticket should be created as they may be considered "inappropriate" for live chat (and this slows down your support system).

In all truth, the fact of the matter is, customers prefer quick support. I understand going in live chat to request an SSL certificate is inappropriate and a ticket should be opened for this, but is it also inappropriate to request support via live chat if the issue(s) could potentially be restricting or limiting what you're doing at the time?

I'm just a little curious about this because some tech's might consider it inappropriate if you went in live chat to ask for help when you cannot login to RC for some reason. What I mean is, I've seen techs tell me to open support tickets for these kinds of things, but when you need to get something done during that time and you cannot login to RC, you need some fast support. :P

In conclusion, besides the fact that I'd like to know what is and isn't appropriate for live chat inquiries, I'd like to suggest, perhaps, more live chat techs (this would resolve the issue of "inappropriate" inquiries slowing down the support system). Heck, I'd be a live support tech if H9 is looking for someone - only I don't have a resume and I'm not yet in college. I do have some decent servering knowledge, though.

[H9Dan]

It's not that the issue would be inappropriate, it is just that there are some issues that we are unable to solve via chat due to them requiring our full focus for 20-30 minutes, which causes other issues to build. Live chat is intended to be a basic means of support, such as if you forgot your password (if your asked to submit a ticket regarding this the tech may not have full access to the servers if they are new), need answers to a few questions, or need some basic information regarding your account.

Some items that we are usually unable to solve via chat include:

• Email Issues
• Transfers
• Domain Modifications
• DNS Modifications
• cPanel or Server Errors

It is not that we do not want to help you over chat, it is simply that some issues take a long time to diagnose which slow down our response time in all support areas such as Tickets, Phone Calls, and even helping others via Chat. Which hurts everyone in the end.

If we ask you to submit a ticket while you are in a chat session please do not take it the wrong way. It is usually to make it easier on you so that you do not have to sit in chat waiting on an administrator to look into the issue for you, ultimately using your valuable time.

Hiya,

Dan hit it on the head really, for those of you more tech savvy, it's even simpler.

If I have to login to a server to fix the issue, it's a ticket issue

If I don't, then it's most likely a general question, and thus is suitable for live chat.