A ticketing system is the most widely used medium of correspondence that web hosting providers offer to their clients. It is usually part of the billing account and is the most effective way to resolve an issue that requires a certain amount of time to examine or that needs to be escalated to an admin. In this way, all responses contributed by either party will be kept in the same location in the event that somebody else needs to work on the given problem and the information already exchanged in the ticket will be available to all parties. The downside of using a ticketing system with most web hosting platforms is that it is not integrated into the web hosting Control Panel, so you’ll have to sign in and out of no less than 2 accounts to complete some procedure or to reach the hosting company’s customer support team. If you would like to manage a number of domain names and each one is hosted in its own account, you will have to use even more accounts simultaneously. In addition, it could take a significant amount of time for the hosting provider to respond to your tickets.
Integrated Ticketing System in Shared Hosting
The ticketing system that we are using for our shared hosting plans isn’t separate from the web hosting account. It’s an indivisible part of our all-embracing Hepsia hosting Control Panel and you will be able to access it at any moment with only a few clicks, without signing out of your account. The ticketing system offers a quick-search field, so you can track down the status of virtually any trouble ticket that you’ve already posted, if needed. Furthermore, you can read knowledge base articles that are relevant to different problem categories, which you can pick, so you can find out how to resolve a particular issue even before you actually submit a ticket. The response time is maximum 60 minutes, so you can get quick assistance at any moment and in case our client support team advises you to do something in your account, you can do it immediately without needing to log out of the Control Panel.
Integrated Ticketing System in Semi-dedicated Servers
We think that it is more efficient to manage everything in a single place, which is why we’ve incorporated a support ticket system into the custom-developed Hepsia Control Panel, which comes with each semi-dedicated server package. This will permit you to manage the communication with our support staff along with your website files, so you will not need to remember an additional sign-on name for another interface. You’ll be able to post a new ticket or to track the status of an old one with no more than several mouse clicks while you’re browsing the files within your semi-dedicated account. Moreover, you can go through older tickets using a clever search function or have a look at relevant help articles, which include solutions to common challenges. The built-in ticketing system is strictly monitored 24-7-365 with the maximum response time being just 60 minutes, so there will always be someone to help you.