In reply to Jon Van de Riet.

Howdy,

I run Product Management for the Hosting team inside GoDaddy and work a lot with the support side of the house. We have heard loud and clear about the need for a ticketing solution.

I see that some folks had used the old system and liked it. The fact is that system was pretty broken. People would send in an email, the rep would get it and see that there was nothing identifying the account in question and then email back. Usually 3 emails later they'd be able to engage with the actual issue.

The good news is that we're implementing a new incident management system that will provide a bunch of support options including contextual help, ticketing and live chat. In these cases the rep you engage with will know your account and should have a good idea what you were trying to do / what help you were looking at when you requested help. An additional piece to the ticketing system will be the ability to log in and check the status of the ticket which wasn't available in the old system (and we saw many folks get tickets and then feel that they had to call to get a status which defeated the purpose).

The next question is, "When?" followed pretty quickly by, "Why not now?!?" The answer is that we're doing a ton of work and plan to start pilot programs with the new functionality in the next 2 months with a full rollout being planned for later in the year. We're working with the support tools team to see if we can pull that up for Hosting-specific support.

Bill
Sr. Director of Product Management, Hosting