10 most common support questions? [Archive]

Andrew

03-02-06, 09:33 PM

in no particular order....

1) how to password protect directories
2) how to configure outlook to send/receive mail
3) how to configure nameservers
4) how to send email in sugarcrm
5) how to add an ssl certificate
6) how to create odbc connections
7) how to migrate a mysql db
8) how to backup my servers data
9) how to configure service domain on reseller package
10) my personal favorite - how do I get to #1 in google :)

ldcdc

03-03-06, 05:55 PM

10) my personal favorite - how do I get to #1 in googleWhat's your usual response? :)

Andrew

03-03-06, 09:18 PM

What's your usual response?

LOL - tell them to buy enough shares in google and they can do what they want :)

In all seriousness - usually refer them to a reputable SEO company we work with .... (with a polite pre-emptive statement that getting number 1 on google for software sales probably wont happen :D )

ldcdc

03-04-06, 03:03 AM

with a polite pre-emptive statement that getting number 1 on google for software sales probably wont happenNow that'll be a shock to them all right. :D

Dediwebhost

03-09-06, 10:35 AM

We got customers that sometimes ask, what is SSH and how you connect to the server using it.

acidbase

03-10-06, 12:09 PM

I serve a more general customer base. Those questions are not that technical.

The #1 question will be:
Can I get a discount? or
Can I get it for free PLEASE?

HeadNucleon

03-10-06, 09:11 PM

I serve a more general customer base. Those questions are not that technical.

The #1 question will be:
Can I get a discount? or
Can I get it for free PLEASE?

Ours is: how do I use ftp?

I like the google one! would we all want that answer. :)

HostsWebs

03-11-06, 10:32 PM

We got customers that sometimes ask, what is SSH and how you connect to the server using it.

hahahaha... that is really funny. Considering that you guys only provide dedicated servers without managed services. Good luck! :csmoking:

RAMCS-ltd

03-17-06, 10:10 PM

What are the ten most frequent support questions you get asked by your end users?

Seems that most want something for nothing. I had one customer purchase hosting and wanted to know the dial up number he used to connect to the internet on his home PC so he could see his server.

linux-tech

03-18-06, 05:38 AM

The #1 question will be:
Can I get a discount? or
Can I get it for free PLEASE?

You forgot:
Why are your prices so high when I can get it at <insertcompetitorsnamehere> for less?

rohitj

03-28-06, 01:29 PM

Questions related to nameservers is by far the most frequent. I would say we easily get 10 or 11 queries asking about the details per day.

RACHEL@WR

03-28-06, 02:38 PM

The most asked question for presales is:

"Can I get a discount when I buy more than one packages"

lowesthost

04-01-06, 05:01 PM

by far #1
my email is broken (but it's not they just have no clue how to set up their own email client even with step by step instructions)
no explaination no email addresses given no explaination of wheather its inbound or outbound and the tech savi ones have all ready troubleshot it it "must be your server"

#2 I forgot my password?

#3 frontpage questions (How do I use questions) ?

#4 support questions from customers of other hosts? (thats a wierd one)

#5 how do I access mysql or how do i create a database?

#6 how do i upload my website?

#7 how can I use FTP with a browser?

#8 how do I create a FTP account

#9 mys cgi scripts do not work

and #10 can i get a FREE SSL certificate (the expensive ones not the cheapies ) :eek2:

billiam2003

04-02-06, 01:30 PM

I serve a more general customer base. Those questions are not that technical.

The #1 question will be:
Can I get a discount? or
Can I get it for free PLEASE?

I get this one a lot as well. Can I pay half of what you are asking or I want free hosting... ha ha its funny how they want everything for free and no ads and such.

bryceton

04-02-06, 01:46 PM

most common asked questions for me is
like others said can i get free hosting?
how to access ftp?
how to access cpanel? (both are in our faq and in email you get when signup)

alwaysweb

04-24-06, 06:13 AM

I would agree, email questions are king! I can't access site/ftp/cpanel isn't too far behind.

WestHost

04-25-06, 09:20 AM

In working in the Sales Department I get these questions all the time:

1) Do you support ____________?

2) Do you have any specials?

3) Do you have any coupon codes?

4) Do you have any other discounts?

5) What is your customer support like?

6) How do you compare with ________.com?

I love getting that last question. Not only am I not totally familiar with the other company but why would I want to say what's better about them? :)

WHM-Billy

04-28-06, 08:08 PM

I got a kik out of this today:

Client: Can i have a free template please
Staff: Sure, since you have been a devoted customer we will give you a selection of templates you may use for free.
Client: wow! your the best host!

Next day: Client: I just finished downloading my template and its not configured for my site!
Staff: Sir, we do not customize your templates sorry. If you are looking for professional design you may want to contact *****
Client: What! This is unfair.
He then nudged me on msn about 20 times per hour demanding free customization.

vito

04-29-06, 03:43 AM

I would agree, email questions are king! I can't access site/ftp/cpanel isn't too far behind.
I agree.

Email, FTP, DNS and Frontpage are the top 4.

YaYa, how dare you offer a free template without complete site customization?? :D

Vito

pjssms

08-09-06, 06:56 AM

My Favorite question is:

I have delete public_html directory and I am not seeing my site.

What should i do ?

cyberhostuk

08-09-06, 11:25 AM

My Favorite question is:

I have delete public_html directory and I am not seeing my site.

What should i do ?

LOL! ;)

Why does my site say bandwidth exceeded? I've only hosted a few 500MB files!

rustelekom

08-10-06, 10:36 AM

we sell domains, shared, VPS and dedicated hosting. Most frequently question in our support ticket system is:

1) when my domain begin work
2) when my domain will work after changing dns
3) why my domain not work
4) why my VPS give me fork failed
5) why my server don't up after reboot
6) what php/mysql you use on your servers

Kemik

08-11-06, 09:10 AM

I think a classic is.

"I've bought your website hosting. How do I build a website?"

virtuoso

09-14-06, 05:49 AM

Hosting Buzz

11-13-06, 03:58 PM

I find the most frustrating questions are the ones that are unrelated to hosting or domains. People ringing you up asking why their broadband connection is down, why their web site isn't listed at the top of a very competitive keyword at Google etc etc.

xAngelx

11-14-06, 08:19 PM

My favourites of late:

"why do I have to pay a late fee, I'm only a few days late"
(can you say "doh!")

"why don't you have my server files, I want them back"
(then he should've paid his bill 6 months ago when it was due lol)

"where is the recycle bin for linux, I deleted my site and want to restore it"
(get this one at least twice a week)

"Warez is legal in the U.S. so it doesn't matter if we violated your TOS"
(no it's not and our TOS states you can be terminated for it so if you do it anyways your a$$ is grass)

"can I have a free server for a month so I can see if it's good"
(yeah and I'll have the moon shipped over to you tomorrow as a bonus)

And the Moron of the Week award goes to:

"my friend said to use rm -rf / to delete the file and now I can't access my server"
(there's one born every minute, and he just had to sign up with me lol)

HostFrog

11-15-06, 09:50 AM

Our most common support question os "I forgot my password, can you reset it."

kjmcculloch

04-26-09, 04:19 AM

I think ours is "can I get it free", or "can I get a discount". Probably followed closely with "When will my new domain name work?"

smzed

06-08-09, 01:41 AM

Interesting post... Loved the comments over the SSH question.

pacifichost

09-16-09, 07:32 PM

If you have a Knowledgebase you'll never have a 10 most frequently asked questions list ;)

Shakehost

10-02-09, 02:14 AM

lol this is so funny .. a knowledge base does help though

cindyfowler

10-06-09, 03:11 PM

why i can open my website is a usual question,i think so ,once they cant open it,they often hurry to ask this question..

bhumphries

10-13-09, 05:39 PM

The most irritating (and unbelievably unreal) support tickets that come in are those that complain about an email problem and literally provide no information whatsoever. No error message, no test email to test with, nothing.

Its just amazing how mindless some people can be, really.

Same with ftp or "broken pages".

If that's not bad enough, how about when they automatically assume its server problem and proven wrong by showing them their error in their own site?

I've seen this all to much. People will submit a ticket with the least amount of information possible. You literally have to pry at them to get more information so you can even understand the issue in the first place. By the time you find out the information you need, their already upset that you haven't fixed the "issue" yet.

ScarabWeb

10-16-09, 01:50 PM

For me is something wrong with your server? Than all i say no here you go and fixed his problem.

suppleSupport

02-05-10, 09:55 AM

My Favorite question is:

I have delete public_html directory and I am not seeing my site.

What should i do ?

We've had several people who've done that!