A ticketing system is the most widely used communication medium that hosting providers offer to their customers. It is most often part of the billing account and is the very best way to fix an issue that requires a certain period of time to examine or that needs to be escalated to an administrator. In this way, all responses provided by either party will be stored in the exact same place in case somebody else wants to work on the issue in question and the info already exchanged in the ticket will be accessible to all parties. The disadvantage of using a ticketing system with most hosting platforms is that it’s not included in the web hosting Control Panel, which suggests that you’ll need to sign in and out of at least 2 accounts to complete a particular task or to get in touch with the company’s customer care staff. In case you want 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. Plus, it could take a significant span of time for the provider to process your ticket request.
Integrated Ticketing System in Shared Hosting
The ticketing system that we’re using for our shared hosting is not separate from the web hosting account. It is included in our full-featured Hepsia Control Panel and you’ll be able to access it at any specific moment with just a few clicks of the mouse, without needing to log out of your web hosting account. The ticketing system comes with a quick-search field, so you can find virtually any trouble ticket that you have sent in the past, if required. On top of that, you can read knowledge base articles that belong to different problem categories, which you can choose, so you can discover how to solve a particular issue even before you actually submit a ticket. The response time is no more than 1 hour, which goes to say that you can receive timely assistance at any specific time and if our client support staff suggests that you do something inside your hosting account, you can do it immediately without having to leave the Hepsia Control Panel.
Integrated Ticketing System in Semi-dedicated Hosting
We think that it is far more convenient to manage everything in one single place, so we have implemented a trouble ticket system into the custom-developed Hepsia hosting Control Panel, which is available with each and every semi-dedicated server package. This will permit you to handle the correspondence with our help desk support team along with your content, which suggests that you will not need to memorize an additional logon name for another interface. You’ll be able to submit a new ticket or to track the status of an old one with less than a couple of mouse clicks whilst you are browsing the files hosted in your account. In addition, you can search through older tickets using a clever search functionality or read applicable FAQ articles, which offer solutions to commonly faced challenges. The inbuilt trouble ticket system is monitored 24x7x365 with the maximum response time being just one hour, so there’ll always be somebody to assist you.