A ticketing system is the most widely used correspondence medium that hosting providers offer to their customers. It is usually part of the billing account and is the most effective way to deal with a problem that requires a certain amount of time to investigate or that has to be forwarded to an admin. In this way, all replies added by either party will be stored in the very same place in the event that someone else wants to work on the issue in question and the info already exchanged in the ticket will be available to all parties. The negative side of using a ticketing system with most hosting platforms is that it’s not part of the hosting Control Panel, which goes to say that you’ll need to sign in and out of no less than 2 accounts to perform a particular procedure or to contact the company’s help desk support team. In case you want to administer a couple of domain names and each one is hosted in its own account, you will have to use even more accounts simultaneously. Plus, it could take considerable time for the provider to reply to your ticket requests.
Integrated Ticketing System in Shared Hosting
Our shared hosting packages come with an integrated support ticket system, which is an indivisible part of our in-house built Hepsia Control Panel. In contrast with other analogous tools, Hepsia will permit you to manage everything connected with the hosting service itself in the exact same location – payments, files, emails, tickets, etc., avoiding the need to use different interfaces. In case you have any pre-sales or technical questions or any difficulties, you can post a ticket with just several clicks without leaving your hosting Control Panel. During the process, you can select a category and our system will offer you a number of informative articles, which will supply you with additional info and which may help you resolve any particular problem before you actually send a ticket. We guarantee a support ticket response time of maximum one hour, even if it is a weekend or an official holiday.
Integrated Ticketing System in Semi-dedicated Hosting
We believe that it is more efficient to manage everything in one place, which is why we’ve integrated a ticketing system into the custom-developed Hepsia hosting Control Panel, which is offered with each and every semi-dedicated server account. This will enable you to handle the communication with our customer support staff along with your semi-dedicated account, which suggests that you won’t have to memorize additional log-on credentials for a different admin interface. You will be able to send a new ticket or to check the status of an old one with less than a few clicks while you’re browsing the files within your account. Plus, you can go through older tickets using a smart search option or take a look at applicable knowledge base articles, which offer solutions to commonly experienced problems. The built-in trouble ticket system is closely monitored 24-7 with the maximum response time being just 60 minutes, so there’ll always be someone to assist you.