CloudLinux OS Blog

“Out with the old, in with the new” initiative continues - new customer support experience ahead

“Out with the old, in with the new” initiative continues - new customer support experience ahead

Post updated on April 25th, 2017

Dear CloudLinux Customer,

I would like to share with you another upgrade CloudLinux is making as part of the “Out with the old, in with the new” initiative.

First, a bit of background. For years, our helpdesk tool allowed us to handle tens of thousands of support tickets that customers send us. No matter the type of requests, whether billing related questions or technical requests, our team is always there to assist you.

The desire to make you, our customer, happier made us look for a better way of handling support requests. We’ve started researching the possibilities of better integrating our systems together in order to allow information to flow between our departments in the fastest manner possible. We wanted the development tasks to be updated with new information faster while providing our development teams with a better look at what’s happening with our software on your servers, based on the support requests. We wanted to know exactly what you are looking for when you send us your support requests, and to allow our development teams to send updates directly into the appropriate support tickets to help resolve them better.

Unfortunately, our plans became too ambitious for the helpdesk software we were using, and we needed a new solution. After a few months of research and testing, we have found a better option for our needs - Zendesk.

Zendesk will allow us to advance the level of support we provide by improving collaboration between our teams of specialists.

The main integration between the bug tracker and the helpdesk has already been completed. Soon, we will implement advanced integrations of other internal systems with this helpdesk software.

How to get support (updated on April 25th)

Important: the old helpdesk will remain accessible, however, please DO NOT use it to update tickets starting from April 18th, 2017. The "SUBMIT A TICKET" option is no longer available. Please either email us all your comments and ticket updates, or submit a request using the new Helpdesk. 

Submit a Request via the new Helpdesk (no sign in required) 

To email us directly, please use the following email addresses:

  • For CloudLinux support requests: This email address is being protected from spambots. You need JavaScript enabled to view it. (or  This email address is being protected from spambots. You need JavaScript enabled to view it.
  • For billing related questions: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • KernelCare support requests: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Imunify360 support requests: This email address is being protected from spambots. You need JavaScript enabled to view it. 

The new online helpdesk interface is now available at cloudlinux.zendesk.com.

 

We have received a lot of great help from the friendly Zendesk support team, and we are confident we have made the right decision in choosing this customer support software. Please bare with us while we switch to the new Zendesk-powered helpdesk tool, and we strive to make it as seamless for you as possible.

Thank you!
Dmitry Oronov
CloudLinux Support Manager

Topic: KernelCare Blog CloudLinux OS Blog , Tags: #news,

2236 people viewed this

Comments (2)

 
by Guest - N. K. / Tuesday, 18 April 2017 15:42

This is no good news, I couldn't add a support ticket, and server tells me no valid license, problem with CLN.

Furthermore I suggest you let your customers know about changes, as I don't need much support, but when needed i lost hours to find out why...

This is no good news, I couldn't add a support ticket, and server tells me no valid license, problem with CLN. Furthermore I suggest you let your customers know about changes, as I don't need much support, but when needed i lost hours to find out why...
by Dmitry Oronov / Tuesday, 18 April 2017 18:05

I am sorry for the inconvenience. Based on your feedback, and a few other customers, we’ve decided to allow access to the new Zendesk-powered helpdesk now. You can login to create tickets here: cloudlinux.zendesk.com.

We’ve also provided more details on our old helpdesk login screen at helpdesk.cloudlinux.com.

Thank you for your feedback, it’s greatly appreciated. If you have any other pointers, please do let us know.

I am sorry for the inconvenience. Based on your feedback, and a few other customers, we’ve decided to allow access to the new Zendesk-powered helpdesk now. You can login to create tickets here: cloudlinux.zendesk.com. We’ve also provided more details on our old helpdesk login screen at helpdesk.cloudlinux.com. Thank you for your feedback, it’s greatly appreciated. If you have any other pointers, please do let us know.

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Guest, Friday, 21 July 2017

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