Support tickets vs. Live chat support

I like to just submit support tickets when I need support rather than stay online on live chat support when I need something from my web host. I saw a post that said that most people prefer live chat support over ticket support and that is something I have not heard before so I was wondering what the members here like better.

Do you like support tickets or live chat support better for your web hosting support?

My preference is support ticket cause I can share my query in detail along with all the screenshots which help support persons to understand what exact problem I am facing.

Live chat for financial query only.

I usually prefer support tickets over live chat support unless I have something that need immediate attention. Ticket support is what I use the most because I can submit the ticket and then go do something else so there is less time wasted.

I know that some people like live support better but I don't usually have the time, even 10-15 minutes, to spend waiting and talking with someone when there are other things I can be doing.

If I have the time to do it then I like live chat better because it can help things get done quicker than waiting for a ticket to be replied to. If I am too busy for the live chat then I just use ticket support.

I like to do my hosting support through support tickets over live support. It seems like the better people are doing the ticket support over the live support when I have used it.

I have been on live support and had to be transferred to other people because one didn't know something. So I just do tickets unless I have an emergency come up with something that can't wait.

I believe companies should have a mix of both Live chat as well as support ticket. If the support guy is not able to provide fast support then there is always support ticket. But, one should be patient enough with support ticket as it can take even a weeks time for the support to reply.

Smith-K said:

I believe companies should have a mix of both Live chat as well as support ticket. If the support guy is not able to provide fast support then there is always support ticket. But, one should be patient enough with support ticket as it can take even a weeks time for the support to reply.

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Really some web hosts have support that takes weeks to reply?

I like to use support tickets myself mainly because most of my support needs are not something that requires immediate needs and submitting a support ticket then going to do one of my other daily tasks is just better for me.

If I have a need for support that is some kind of emergency then I will use the live chat support but otherwise I always use ticket support.

This depends on the preference of the user. If users prefer live chat, then live chat is better, if the users are more comfortable with a help desk, then support tickets are better. Some of the support task needs to be resolved on support ticket only hence help desk is better.

If i am not busy with other things then I will usually use the chat so my need is handled quaickly but if I have no time for those I will just submit a help ticket.

Smith-K said:

I believe companies should have a mix of both Live chat as well as support ticket. If the support guy is not able to provide fast support then there is always support ticket. But, one should be patient enough with support ticket as it can take even a weeks time for the support to reply.

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Weeks to reply? What would take that long?

david smith said:

This depends on the preference of the user. If users prefer live chat, then live chat is better, if the users are more comfortable with a help desk, then support tickets are better. Some of the support task needs to be resolved on support ticket only hence help desk is better.

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I thought that live chat could fix the same issues. There are some things that ticket are the only way to help?

In the past I always used support tickets and only once in a while used live chat. A couple of hosts I used didn't have live chat support so there was no choice anyway.

JohnQ said:

In the past I always used support tickets and only once in a while used live chat. A couple of hosts I used didn't have live chat support so there was no choice anyway.

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I have also used hosts in the past that didn't have live chat support and ticket support was all you had. The hosts I use now have both but I have been there and would have liked live chat support a time or two but didn't have that option.

Dean said:

I have also used hosts in the past that didn't have live chat support and ticket support was all you had. The hosts I use now have both but I have been there and would have liked live chat support a time or two but didn't have that option.

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I have noticed that the smaller web hosts don't always have any kind of live chat type support and it's just tickets. It's not a deciding factor for me when I am choosing a host though.

JohnQ said:

I have noticed that the smaller web hosts don't always have any kind of live chat type support and it's just tickets. It's not a deciding factor for me when I am choosing a host though.

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It's not a deciding factor for me either. As long as they have good ticket support then that is fine with me. It's nice to have but if they don't have it then I would not count that against a host in determining if I will use them or not.

JohnQ said:

In the past I always used support tickets and only once in a while used live chat. A couple of hosts I used didn't have live chat support so there was no choice anyway.

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I have had some that did not have live support too but their ticket support was good and fast so it was ok. I had one that had phone support some years ago but they were always trying to sell me something else after they took care of my problem. I did not even like to call them because I knew that was going to happen.

On many web hosting provider, Live Chat is useless. After you take time to explain them the problem, they advise you to open a ticket.

Dean said:

It's not a deciding factor for me either. As long as they have good ticket support then that is fine with me. It's nice to have but if they don't have it then I would not count that against a host in determining if I will use them or not.

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The only problem that I have experienced in the past was when ticket support was taking a very long time and there was no option for chat support. Then it would be nice to have the chat support option.

JohnQ said:

The only problem that I have experienced in the past was when ticket support was taking a very long time and there was no option for chat support. Then it would be nice to have the chat support option.

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I know that feeling because years ago I had to go through that. Luckily my hosting that I use now is great with taking care of my needs fast.

manoaratefy said:

On many web hosting provider, Live Chat is useless. After you take time to explain them the problem, they advise you to open a ticket.

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Should people just go and submit a ticket instead of wasting their time with live chat then?