In case you’ve purchased a hosting plan and you’ve got some queries connected to a given feature/function, or in case you’ve stumbled upon a certain complication and you require support, you should be able to touch base with the respective customer care staff. All web hosting providers deploy a ticketing system no matter if they offer other ways of contacting them aside from it or not, since the best way to fix an issue most often is to open a ticket. This communication model makes the replies sent by both sides easy to track and enables the customer support team members to escalate the issue if, for example, a system administrator must intervene. Usually, the ticketing system is part of the billing account and is not directly connected to the hosting space, which suggests that you will need to use at least two different accounts to contact the help desk staff and to actually manage the hosting space. Incessantly switching from one account to the other can be a drag, not to mention the fact that it takes lots of time for most hosting companies to reply to the tickets themselves.
Integrated Ticketing System in Shared Hosting
The ticketing system that we’re using for our shared hosting
is not separate from the hosting account. It’s included in our full-featured Hepsia Control Panel and you’ll be able to access it at any given moment with just a few clicks of the mouse, without ever logging out of your account. The ticketing system includes a quick-search field, so you can track the status of virtually any trouble ticket that you’ve already posted, if required. You can also read knowledge base articles that are relevant to various problem categories, which you can select, so you can find out how to tackle a given issue even before you actually send a ticket. The ticket response time is no more than one hour, which goes to say that you can receive swift assistance at any specific time and in case our support staff advises you to do something in your account, you can do it straight away without needing to sign out of the Control Panel.
Integrated Ticketing System in Semi-dedicated Hosting
We find it more efficient to manage everything in one place, which is the reason why we’ve implemented a trouble ticket system into the custom-developed Hepsia Control Panel, which is offered with each semi-dedicated server
account. This will enable you to manage the communication with our help desk team together with your files, which implies that you won’t have to memorize additional login credentials for another admin console. You will be able to open a new ticket or to track the status of an old one with less than a couple of mouse clicks while you are browsing the files within your account. Moreover, you can go through older tickets using a clever search function or read relevant FAQ articles with solutions to commonly encountered issues. The built-in trouble ticket system is closely monitored 24/7 with the maximum ticket response time being just sixty minutes, so there will always be someone to help you.