Originally Posted by Harv45
Absolutely I can understand there are issues and requests that you do want to be 100% certain it that person (OS reload, major changes, and etc). But if the server is down let's say and you can easily get the match you could at least dispatch the ticket to the technical department to look into such things.
But with live chat and even email, this can be anyone. the only real way to confirm it is the client is for the client to use support tickets.
we have a simple method that we use in that we require a client to provide the support pin which then get from their clientarea, so even if they come onto live chat then we will not discuss or do anything on the client account until they provide us with the support pin which we can check against the one we have in our WHMCS admin area against the clients account.