62 Comments


  1. I MUCH prefer the ticket system (with email follow-up) that WP uses. Reasons: I can type out the problem (and I write better than I speak, thankfully) and forget about it, go on to do other things. I DETEST both Phone and Live Support systems, which I’ve used with other providers–and in every case, I was no longer with those providers within a matter of days after the experience(s).

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    1. If there was one form of support I enjoyed, it was the process of creating a ticket. I could create it anytime I wanted and be done with it. All I’d have to do is wait for a reply. I too write better than I speak and it’s easier to share links and images via text than by word of mouth lol.

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  2. I would hate having to use only phone or live chat support. Thank goodness I don’t use GoDaddy.

    My problem is that I hate WAITING. With email it’s not a problem, I send it off at my convenience and just wait for a response.

    But I would hate having to sit on hold on the phone for longer than like 1 minute until it’s my turn. And I would hate having to monitor a live chat window for 30 minutes. Then if I have to use the bathroom when it’s my turn, I go to the end of the queue. That would be insanely frustrating.

    I’d much rather send an email when it’s convenient for me, then do other things (rather than sitting in a queue) while I wait for them to reply via email.

    I don’t think I’d ever sign up for a service that doesn’t have email/ticket support.

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    1. I was surprised by how long the live chat took to get a representative. Luckily for them, they are bringing on a lot more tech support people to handle the chat volume. At all times a day, it would be optimal to see 10 minutes or less wait time.

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    2. I liked the ticket system. I simply don’t like calling and talking to people about technical issues; it’s annoying to me. I prefer to write out the issue and have a written record. Also I don’t like waiting 32 minutes for chat, which is what I was recently quoted. I know they don’t care as I’m only one small customer, about 90 domains and a few hosting accounts, but I am a paying customer and the ticket system was a service I liked. All this means is that I will seek out another provider that serves my needs on my terms. Godaddy will lose my business. It’s about convenience and the ticket system was extremely convenient to me.

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  3. Email works well for me and my provider and I’m surprised to read…

    ” email consistently finished last as far as their customers’ preferred method of help.”

    Sending an email allows me to gather my thoughts and add links to problem pages etc.
    An email response also gives me time to digest the reply.

    I did try the live chat over on Siteground and got thrown out three times – each time I went back into live chat… I got a different person and had to start again!

    Email gives you time to think.

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    1. I think a lot of that response from customers had to do with canned responses and no easy way to take care of the massive influx of email support they were getting. I prefer tickets over support but if I understand correctly, there was a way to create a ticket via email.

      What a frustrating experience you had! Why did you get thrown out? Did they end the session or did something happen?

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      1. Hi Jeff
        Not sure why I got thrown out but I was thinking of moving all my sites and client sites over to SiteGround managed hosting after reading one of the Tavern’s articles – really good value.

        I wanted to move over to managed hosting for security and backups (never found a decent backup system) but after that I decided to stay with my current provider.

        Might give it another try one day.

        Reply

  4. Live chat is great if it’s responded to quickly. Tried the other night & got 27 minute wait time. Not going to happen. They need to do a lot better if that’s the main way to access support now!

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  5. The only times I’ve needed help with Go Daddy I’ve used telephone support because I needed the issue resolved asap. The few times I’ve used it it was the middle of the night my time so the wait time was minimal. It is weird that people think e-mail response is faster? I prefer telephone support.

    I used Live Chat once for a different vendor and hated the experience because it was too easy to miscommunicate the issue and spend too much time explaining the issue over and over before the CSR is on the same page as me.

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    1. That’s a good benefit of talking over the phone. Easier to explain and get the point across in less time than typing out three paragraphs of text just to explain the problem.

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  6. Richard

    There’s nothing wrong with email or support ticket technology; the problem was that GoDaddy ticket support was absolutely horrible. The first reply is always a canned response that doesn’t address the issue, and then it goes downhill from there. GoDaddy ticket support never successfully solved a problem for me.

    Now I have to wait to chat about a bug GoDaddy caused in my web site? Nope, it’s time to migrate to BlueHost.

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  7. When there’s a burning issue phone support is best but otherwise the ticketing system works because of the reasons previous commenters stated.
    Also, phone support is a major pain with international customers that are from non-English speaking countries.

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    1. That’s a great point about non-English speaking customers. I wonder how they handle that?

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  8. Being an arrant beginner, I’m constantly asking dumb questions – both in Hostgator and Volusion. In Hostgator, they offer BOTH phone and chat support – and I’ve found it best to ask for both at the same time – then take the first one to respond. Sometimes both are pretty slow.
    Volusion have a GREAT system, You are automatically on phone assistance – but they give you an estimate (pretty darn accurate) of how long it will take for them to get to you. They THEN give you the option of waiting it out – or having them call you back. You can then leave your number – and they DO call you back. I just wish that more outfits would do this.

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  9. If they can push down chat wait time to some reasonable 5 minutes or so then why not.

    The thing is that it usually took 24 hours from them to respond to emails/tickets and I still ended up calling them in case of emergency. If the chat wait time will be 30-60 minutes then there is no point of it anyway and I will still call them.

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  10. I think the consensus in these comments is that there are a lot of folks that actually don’t prefer phone and chat support. I’m sure a lot of GoDaddy’s customers are not tech savvy like those of us that read WP Tavern. However, I have to agree with others here that sending an email (or creating a ticket in a control panel, whatever) is much easier in the fact that it only takes a few minutes of my time. If I have an issue that’s really so bad that I cannot wait a few hours or until the next day, I could call or I also could research on my own. My hosting provider DigitalOcean doesn’t have chat or phone support, but they do answer emails and they do answer them in a timely fashion. Unless I was running a business that couldn’t experience any downtime whatsoever, I don’t see much need for anything else. If whole clusters die, I wouldn’t be the only one affected and my provider would already be on the issue. If I had a cluster of my own, I’d likely have a sysadmin of my own in some capacity.

    Maybe that’s just me. I doubt I’m the typical GoDaddy customer.

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  11. I personally prefer live chat, if its wait time is less than mention in post i.e. 30 min. for mail support, sometimes it takes more then 24 hours to solve your problem.

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  12. Some thoughts:

    – Users are less satisfied with email because troubleshooting over email is hard. You don’t have the instantaneous back-and-forth that comes with live chat or over-the-phone discussion. This leads to more frustration for users.

    – Phone support is faster because less people are using the phone. So you have agents who aren’t as overwhelmed, are able to provide better quality support (see above), and in turn it boosts the satisfaction rating from customers.

    – I suspect the GoDaddy chat agents are working multiple conversations simultaneously. That’d explain the delayed responses. The context switching isn’t good for the agents, though, as they’ve got a lot going on in their heads as they bounce between sessions.

    – Removing the ticketing system has three “benefits”: 1.) you don’t have a massive backlog of tickets to slog through; 2.) agents can be re-allocated to other support methods; 3.) you reduce support volume by forcing people to open up a chat session or pick up the phone. There’s more commitment on the user’s side with both.

    All in all, I’m on the fence about this.

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  13. This has to be the worst decision ever. It shows me 61 minutes of wait time. And if at the time when Chat gets active, I might not be at my desk.

    I loved the ticket system if the response is within 2 hours. In case of emergency I might need telephonic support but Live Chat with waiting time for more than 5 minutes is of no use

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  14. Took me 10 minutes to realise this, i emailed support@go*****.com and i got a reply that i need to use the online support help articles. I’m not a fan of live chat as i have to camp at my pc waiting for a representitve to attend to me, in which if im not at my pc they will close the chat after waiting 1 minute.
    I just took notice that there is not live chat as well, Whats going on???

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  15. Carl Hancock

    I hear people saying they don’t like phone and online chat for support, and I understand where that comes from as i’m not a fan of either in certain situations. But I can say that both support options are things that our customers have asked for. Some support issues can certainly be handled much quicker via a phone call than back and forth via email or ticketing system. The problem with both phone and online chat support is staffing. Having the staff to man the real time support. If the wait times are too long it defeats the purpose and the customers won’t like it. I will say that our own web host, FireHost, offers phone and online chat support along with their ticketing system and online chat is how I typically interact with them. We’ve toyed with the idea of providing phone support or online chat support, but it’s something that we’d have to be careful with because we wouldn’t want to introduce it and then not be able to deliver timely support due to volume.

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  16. Erwin

    I have this big problem with Godaddy Support. I can’t call them although they’ve provided a local number for my country, I can’t use it either.

    I need to contact them due to a wrong cancellation notice, and I’m afraid that would be wasted because I can’t contact them. I can’t even see the live chat link in their support website.

    For now, I don’t know how to contact them, contacting them through email just bounce back with an email pointing at their support page.

    I’m helpless at this time. I don’t know what to do.

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  17. I tried to contact GoDaddy the other day and could not find any way to contact them apart from phone and live chat. I did not know they had shelved other support methods.
    At the time, I was out on the road, couldnt make an international call and after spending an hour reloading their website, never managed to get live support to become available. I couldnt even get in the queue.
    Well, you get what you pay for and my reason for being with them is primarily price, not service.

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  18. I don’t have the time to wait for 26 minutes to post my problem.
    I preffer to send an email and wait for them to do the rest.
    They are wrong with this decission! WRONG!!!!

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  19. I’ve been a professional customer (emails, severs, marketing and more) for more than 5 years and had always been happy with their customer service, but this recent decision is ridiculous and I am seriously considering moving to another provider now.

    You can now only communicate with them by phone (wait time always more than 10 minutes when I try, have even seen it as high as 38 min) or by Live Chat (equally long wait times or service offline when I’ve tried) or Twitter (impossible to explain a problem within the character limit).

    When I complained by Twitter I received an email from their “Social Media Support”, I replied with more details of the issue, received an automated response saying I would receive a response within 24 hours and then…. nothing. I complained by Twitter again and they told me the email address I’d replied to is not monitored and I have to tweet them to tell them when I’ve emailed them so they can check it. What a ludicrous set-up!

    It’s been a week and I still haven’t resolved my issue (Hotmail have blacklisted some Godaddy email server IP addresses, so we and our clients often can’t send emails to Hotmail users).

    Like many others above, I’m surprised they say email is the least favourite means of communication, but even if it is, why remove it altogether? Give us the choice and we’ll decide thank you. I doubt many people send them regular post either, but have they sealed up their mailbox? (maybe they have!)

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  20. I just spent 10 mins to find the “open a new ticket” tab when I found this blog. This is absolutely ridiculous. Go back in time when no-one had internet and people sent their letter by post or pigeon. No email support. It must have something to do with saving more and more money but customers from outside can’t see how. Everything is about money. I clicked in my account on the “contact support” menu and the FAQ came in. So you can spend other 30 mins to find your problem in the FAQ if you want to solve your problem instead of writing an email. This decision serves them and not the customers for sure they just want to talk it out saying “Customers love the ‘real time’ support experience.” Who says that? No-one asked me about it and I’m sure they didn’t ask anyone’s opinion about it. Footer in their page: “NEED HELP? Call our award-winning support team”. Probably they awarded themselves. Year by year everything gets more and more complicated instead of making everything simple. Godaddy, Yahoo Mail, Google Mail changes they layout every week and what you got used to last week you wont find it next week. They always hang nice words and explanations on these changes such as “fanatic new look” and “more usability”. These changes usually have nothing to do with none of those just like this missing email support. Managers just always want to show off with a new idea saying “I can improve the perfect”. Brainless idiots. Rubbish.

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  21. Ken

    My GoDaddy hosted website has been experiencing intermittent downtime which is extremely frustrating! I did use their phone support once but when I got to the support assistant, my website was up again, and she couldn’t see what was wrong.

    Of course, my website now is still suffering intermittent downtime and I don’t want to call everytime its down.

    A host company should offer alternative contact options. Personally I do not like to call for support. It is also much easier to type out web address and issues for me.

    And I can’t even find the Live Chat link now.. No more GoDaddy for me. My experience with 3 other providers previously were much better.

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  22. Godaddy user

    Godaddy just lost a big customer

    We have thousands of domains and now need to leave them because of this lame decision.

    1. I don’t have time to wait on chat/phone for even 10 min, let alone 30

    2. I need to be able to go back to old tickets to understand problems that happened in the past, as well as forward issues/resolutions to other people here at my company.

    This is apparently a huge step for Godaddy to kill off low effort customer issues, meaning, if they are not willing to wait on hold for 5 to 10 minutes, then it must not be an important problem, and the customer gives up and doesnt ask for the support they need

    P.S. Every 1 minute, the chat window hijacks my computer and whatever im tpying goes into the chat window.

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  23. Erwin

    As I’ve pointed out 3 weeks ago with this horrible GoDaddy support system, I told the support staff about how horrible their support system currently. And all I’ve heard back was “Sorry….”. I just hope she passed it on to GoDaddy management.

    Whoever proposed that current support system they have right now, must be something self-fish and might have no real experience as customer who want support badly for a particular product or service.

    For certain, if they don’t improve or bring back their previous support system, lots of current customers will get frustrated about it and perhaps leave.

    Based on my experienced a few weeks ago, I asked the staff why the live chat is not always available. She said, it will only be available if there is a support staff online, and unfortunately, it’s not 24×7, only a few hours per day sometimes nothing, or perhaps most of the time, it’s not there.

    During the time I was so frustrated in getting in contact with them, I contacted them through twitter and I give credit to their support them for this as they were able to provide support for on twitter, although it was a bit awkward as the messages are public until I was able to send them DM.

    Hopefully, they’ll fix there mess with their support system at present.

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  24. From experience, the only thing I use GoDaddy for is domains. I have never had a problem getting a reliable tech support person on the phone in a reasonable amount of time. For example, I had to call about a domain transfer, and got someone in less than 7 minutes and had my answer in less than 3 minutes. It’s quicker to call and explain verbally than to explain subtleties and nuanances in multiple emails.

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  25. Lynn

    Live chat link is not even available and I am not happy!

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  26. pal

    Can’t find the chat support…… So basically the only way to get help is to call them. Not ideal when english is not your first language.

    Can you imagine trying to fix a website issue on the phone…. what a bad idea

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  27. It’s been weeks since I first complained about Godaddy’s removal of email/ticket support (above) and nothing has improved. However, I have found a new way to vent spleen and get a reaction from them on Twitter, it’s impossible to say what you feel in a the character limit, but a picture tells a thousand words, so just prepare something and attach it when you tweet them, you can see my example here: https://twitter.com/juancampobello/status/477086909999894528/photo/1

    :)

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  28. What useless munter had the idea to take away email support from a web-based business like Godaddy? It is the single most backward thinking idea I have ever heard of. WELL DONE – YOU KNOW WHO YOU ARE…. It’s tantamount to inventing the television then deciding to remove the picture because customers said it distracted them from the sound – bring back the radio….. How much money do Godaddy make from every call? Ask that question and you’ll find the answer to why the change was made in the first place. They can make money on the call, they can’t make any on an email. In some ways, it really makes no difference anyway – in all the times I have contacted their support people, either by phone or earlier by email, they were, without exception, unable to fix one single one of my issues. I always had to work it out myself in the end, or it just came right on its own.

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  29. i failed to find ticket in godaddy many times,and finally con to this page. it’s not good idea godaddy cancel the system,and the live chat section always offline for me,i’m regret to have host in godaddy. http://www.surfeasyvpn.com

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  30. i just find the way to post ticket in godaddy. go to left-top on the homepage ,click arrow-select Argential-Esanol,then on the right bottom can find”Envia una solicitud de asistencia tecnica”,I guess that’s means “ticket here”.i click the blue button,send one ticket to godaddy and promptly get confirmed email.
    It’s interesting!

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  31. jasbir

    Yesterday night at 10pm my website went down, i called godaddy phone help line. after 10min waiting a person start assisting me and he told me that he might not be able to help me or things might be out of scope from his side, I feel he said that because there were no level 2 or 3 support person available at 10pm. He was keep putting me on hold again and again, after 1 hour i feel like he is not able to help me out. So i asked him please generate a ticket and let me go, because it was getting late my side and i have work in morning too. but he said it is not possible to generate or issue ticket until someone higher level not discuss with me on phone. I was so annoyed and i told him leave it i ll make call in morning. so far till now my website is down. I have other things to do , its not possible to hold phone in hand and wait for godaddy support system. i need something where i place my issue and godaddy work on it offline without engaging me on phone. very bad service!!!!!!!!!!!!

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  32. Aleks

    They raised price for my email hosting from 44 eur past year to unbeliveable 215 eur, and without prior notice!
    Migration time…

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  33. Joe

    These guys have got to be idiots. They have always been renowned for the worst customer experience ever but they have just out done themselves. Just bought something where they overcharged me. Tried chat told 89 minutes, looked for support ticket and found can’t do hat so had to wait for 20 minutes on hold.

    Net result took me 25 minutes when it should have taken 1 minute. Won’t use them again!

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  34. Tolu

    The live chat is not on all the time, live chat is only on for some hours, phone support is what is 24/7. I feel that is completely ridiculous especially for someone living in Africa, call rates will be unbearable. I do feel I made a big mistake joining Godaddy. Now I have a issue, I can’t call because of call rates and I have the feeling my issue cant be solved over a phone call, I can’t create a ticket and I can’t chat, now please where is the support?

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  35. Michael Sams

    Why oh why am I still with you, GoDaddy?
    Oh yes, the transfers… Who wants to handle them?

    Be sure of one thing. I feel like I want to transfer out every day more and more.
    Well, it takes one step to start! I already transfered my first domain and hosting.
    One by one, the’ll be out of your horrible service.

    I don’t believe for a minute that the ticketing system was the less preferred method of support. What a bull. Someone in this company needs to get his head examined.

    But of course, we complain and they will do nothing about it.
    So goodbye GoDaddy. You can Go to…

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    1. well, I live in Vietnam so obviously I can’t afford to call to the states. Instead I tried the live chat: impressively effective. It took 20 minutes to get a connection, but the operator solved my problem in less than 10 minutes. With a ticket system, It would have take days for the mails to go back and forth… I THINK LIVE CHAT IS GREAT!

      Reply
  36. Rs Momma

    This is unreal! Been at godaddy since 1998…. am leaving for Bluehost with my 30 domains and hosting because of this getting rid of tickets AND chat window not even available AND long phone wait times. If you switch to a “Right Away” service it better be right away–you have to have an enormous staff ready to go because you can’t forecast demand. Way to lose a 16-year customer who only does a few tickets a year! i actually DON’T need a “right away” answer…

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  37. Brett

    http://i.imgur.com/lJXL4gW.png I’m starting with the “smallest” of my clients (none of these are super popular, but GoDaddy probably cares about volume more than quality since they’re generally charging the same registration fees for most domains). Should have everything moved off in the next month or so (you’d be surprised how long it takes with GoDaddy).

    Support tickets are an industry standard best practice for domain support, and the decision to remove this channel is unacceptable with regards to the level of support I expect for myself and my clients. Sure, I could still email whichever “VIP Account Representative” is assigned to the account, but the lack of a standard ticketing system is simply unprofessional and I see no reason to accommodate this when so many registrars are more than happy to be reasonable.

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  38. vadukisVadim

    Honestly, I can’t see any live chat anymore. Where is it?

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  39. Hi Jeff,
    Really nice post but I think that Godaddy has also removed chat support, I cannot find chat support anywhere on Godaddy now.

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    1. live chat is still there, and is very effective. Sadly it’s not there 24/7 but just during certain hours. When it’s available, you get a clickable link right under the phone assistance link. In my opinion, it would have been better to have it working 24/7 as well.

      Reply

      1. Hi Paolo.
        Thanks for your reply, i think that i must be checking for the chat support when it was not working, i guess i will check it out some other time.
        Anyways thanks for your reply again.

        Reply
  40. Peter Lindever

    After 3 years of moderate happiness with Godaddy, this strikes it all. Ok they are cheap, so you’re not expecting the best quality servers.
    But taking away support tickets.. taking away chat service at times.. what a move! I won’t call for technical support. I don’t need the typical “did you try putting it on and off again”. I’m technical myself and I just need to point everything out in an email, so they can fix the problem when they have time. And I can continue my work without having to keep my phone to my ears, or monitor the chat window.

    Today even the estimated time in the chat window disappeared?? :@ Every minute I have to make sure I’ve checked the window, cause there could be a response..

    FRUSTRATION

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  41. Steve

    Have to say that as of today their chat support is no faster or better… I have been a longtime GoDaddy customer and have stood by them as others have not… but I’m done now and will be moving all my business to another provider over the next couple of months… It is ridiculous that there is no way to contact ANYONE there through email…

    I waited 45 minutes today then ‘chatted’ for over an hour after my issue was first blown off as nothing… and my issue was not solved.. .I resorted to tweeting Bob Parsons (which of course never made it to public view) and was quickly told it would be handled… after all that I was assigned a ticket and emailed from a donnotreply address… I was told that my database host info was wrong on my sites… funny… most of these had been running for several years and I changed nothing… was then told that I should look at the hosting panel to get the right names… I did look at the hosting panel when I set them up.. how else would I have had them.. because GoDaddy decided to CHANGE them without notice was somehow my issue…

    Last week I had a client that was suddenly seeing almost all of his outgoing emails end up in the recipients junk mail folders… the chat reps advise after waiting 35 minutes and explaining it 4 times “he is going to need to contact the recipients and have them set-up a filter so it doesn’t go to junk mail”… really? I asked him if he was really saying that I should tell my client that he should call everyone he emails, before he emails them and tell them to set a filter so they can receive his emails… the rep said ‘yes’.. can you imagine that as being their solution?

    Their chat still doesn’t notify you when you are connected… so if you don’t sit there and keep that window on top you can easily miss your spot and have to start all over again..

    I don’t like their phone support for several reasons… when I use it there is no record of my conversation… I am tired of them not helping me then wanting to review my account to see if there is anything they can sell me… I want support, not a reverse sales call.

    I’m done… will find a company that doesn’t make it impossible to get help.

    Reply
  42. Bala

    Due to godaddy’s pathetic service, people will be rising too many tickets, which could hurt their rating during quality audit. Probably Godaddy removed it so the service personal can handle it and who has no knowledge of godaddy product. Because of this, customers also will not choose to interact with service personals. Again godaddy can save resources. Only catch is customers might move to another service provider which godaddy is gambling on it.

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  43. AL

    I’m a 4-year customer and I don’t even know about this until now, gosh. I doubt they sent any emails about this at all. They should realize that many people don’t have the luxury of time to wait for the call or chat to connect. Bad move.

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  44. Harold

    I guess everyone who contacts godaddy for support is stupid, in experienced in it, and needs to be coddled by someone who knows nothing about the godaddy’s technologies. So, holding hands and singing “com-by-ya” is in order. I do not have a problem with live chat, but only for how to turn the water on for the sprinkle system. What ever happened to technical support?

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  45. Berty

    Great so how do people with a disability, ie deaf, now contact Godaddy. That would be an interesting phone call. So stupid to remove email support.

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  46. Dudley

    I just spent 20 minutes unsuccessfully looking for GoDaddy email support; then I found this site. I agree with the prevalent opinion here – in many cases, email/tickets support is superior to call or live chat. English is my second language; my written English is reasonably good but I can’t say the same about my spoken English. I strongly prefer email contact if the issue is not urgent (most of them are not). It also gives support people time to research the issue I am asking about; on a live call they usually pretend that they know the answer even if it is not the case (not that I blame them, one cannot know every single detail about all GoDaddy products).
    Anyway, time to move on. Can anyone recommend an alternative to GoDaddy Quick shopping cart? Thanks.

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  47. Gurdip

    Godaddy has users from across the globe. Do they expect international users to be on the line for 35 mins waiting for support to respond? Do you know how much a call to the US is going to cost? This obviously a screwy non-customer centric decision.

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  48. I call it a rude low level client service, a lot of users will quit godaddy services, i wonder how the management team in godaddy accepted removing the ticket and email support, its essential for any good domain and hosting services company. people must seriously leave!

    Reply

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