Having several different people “trying” to help within a short period of time can lead to different and sometimes contradictory information, as has already happened.

Even though Hostfully has several support agents available who can review the case and assist, it often means having to explain the problem all over again, repeat the entire process for a new person, and sometimes receive replies that have nothing to do with the original issue.

As a solution, you could reduce the number of different agents handling the same ticket or issue for a single person. Obviously, this might mean waiting longer for a response, but at least the reply would be of higher quality.