Can't Submit a Ticket to Support
When I try to submit a ticket, it just gives me the option to do a semantic search and instructs me to contact my cPanel provider (hosting company).
When I contact my provider, they don't have the answer to 80% of the questions.
Is it possible to contact technical support directly?
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Before, I could get answers directly from the cPanel agents, which was always the best option. Now I can only ask my hosting provider, a cPanel partner. My hosting provider rarely has a solution to any of my questions, which are thoroughly investigated and mainly about customizations. The answers I get are mostly produced by the AI. When I ask for clarification and point out that there were no direct answers (I also count "we don't know" as a direct answer), I get the same content rephrased. Once in a while, after days of tiresome correspondence, I get an engineer to answer, and we find a solution very quickly, because I'm asking well-prepared questions that every knowledgeable person on the matter should know.
In cases where they delegate the issue to cPanel, I wait for days, and the responses are also limited and rarely solve anything. Mostly, the support is answering what they think you want, not what you actually asked. Almost 3rd of the answers I get are results of a poorly understood questions, not badly formulated questions. It's like they deliberately want to make you feel stupid for asking something complicated.
So I tried the cPanel AI assistant, and it is good, resolving simple issues quickly. But 50% of the time, it doesn't know the answer, so when they pass me to a real agent, they tell me to ask my hosting provider or community here, which also wishes me good luck with my customization.
It looks like you formed a nice solutionless loop for those of us who try to make your product better. A sort of punishment for investigating the capabilities of your product.
Some of us deserve direct access to engineers who solve issues in one or two responses. It's such a pity to the point that I'm considering a different product altogether. The decision to outsource support for dedicated customers like me is a huge miss.
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Here's an example of what I mean. I'm currently developing my own email security and DNS resolver setups, and I've done the homework to the best of my knowledge, and now I'm stuck. Someone trained in this would be able to get me going with a few simple answers by pointing out the things I missed or didn't properly understand and suggesting the solutions.
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You are always welcome to purchase your cPanel license directly through us, which would make you eligible for access to direct support.
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I know, with almost double the price.
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