If you’ve purchased a web hosting package and you’ve got certain questions with regards to a given feature/function, or if you have encountered some issue and you require support, you should be able to touch base with the respective customer service staff. All web hosting providers deploy a ticketing system regardless of whether they provide other methods of contacting them along with it or not, due to the fact that the most efficient way to tackle an issue most often is to open a ticket. This mode of correspondence renders the responses exchanged by both sides easy to follow and permits the customer support staff representatives to escalate the situation in the event that, for instance, an administrator needs to intervene. Usually, the ticketing system is not directly connected to the hosting space and is part of the billing account, which implies that you will need to have at least two different accounts to touch base with the customer service staff and to actually manage the hosting space. Non-stop switching from one account to another may sometimes be a drag, not to mention the fact that it takes quite a bit of time for the vast majority of hosting companies to process the ticket requests themselves.

Integrated Ticketing System in Shared Hosting

The ticketing system that we are using for our Linux shared hosting isn’t separate from the web hosting account. It’s an integral part of our full-featured Hepsia Control Panel and you’ll be able to access it at any time with just several mouse clicks, without having to log out of your hosting account. The ticketing system features a quick-search box, so you can find practically any support ticket that you have opened in the past, if you need it. Also, you can see knowledge base articles that belong to various problem categories, which you can choose, so you can learn how to solve a particular problem before you actually open a ticket. The response time is maximum 1 hour, which means that you can obtain timely assistance whenever you need one and in case our help desk team suggests that you do something inside your account, you can do it immediately without the need to leave the Hepsia Control Panel.

Integrated Ticketing System in Semi-dedicated Hosting

We deem it more efficient to manage everything in a single place, so we have integrated a support ticket system into the in-house developed Hepsia Control Panel, which is offered with each and every semi-dedicated server package. This will allow you to manage the correspondence with our customer support staff along with your disk drive space, which means that you will not need to remember additional logon credentials for another admin console. You’ll be able to open a new ticket or to track down the status of an old one with no more than a few clicks of the mouse while you’re browsing the content within your semi-dedicated account. Besides, you can go through older tickets using a clever search functionality or read relevant help articles, which include solutions to commonly confronted problems. The built-in trouble ticket system is strictly monitored 24/7/365 with the maximum ticket response time being just sixty minutes, so there will always be somebody to help you out.