A ticketing system is the most widely used means of correspondence that hosting providers offer to their customers. It’s most often part of the billing account and is the fastest way to fix a problem that requires a certain amount of time to examine or that has to be escalated to a sysadmin. In this way, all replies contributed by either party will be stored in one location in case somebody else needs to work on the problem at hand and the info in the ticket will be accessible to all parties. The disadvantage of deploying a ticketing system with most web hosting platforms is that it’s not integrated into the web hosting Control Panel, which suggests that you will need to sign in and out of at least 2 accounts to accomplish some task or to get in touch with the company’s customer care staff. In case you wish to manage several domain names and each one of them is hosted in its very own account, you will need to use even more accounts simultaneously. Also, it may take a substantial length of time for the provider to reply to your ticket requests.
Integrated Ticketing System in Shared Hosting
Our shared packages come with an integrated support ticket system, which is included in our in-house developed Hepsia Control Panel. In contrast with other similar tools, Hepsia allows you to manage everything related to the web hosting service itself in one and the same location – payments, files, emails, support tickets, etc., eliminating the need to sign in and out of different systems. In the event that you have any pre-sales or technical questions or any difficulties, you can submit a ticket with just several clicks of the mouse without having to log out of your Control Panel. During the process, you may choose a category and our system will present you with a number of informational articles, which will provide you with more information and which may help you fix any given problem before you actually open a ticket. We guarantee a support ticket response time of no more than sixty minutes, even if it is a weekend or a legal holiday.
Integrated Ticketing System in Semi-dedicated Hosting
If you have opened a semi-dedicated server account with us and you’d like to contact our help desk support staff, you will be able to send a ticket directly from your Hepsia Control Panel instead of going through an entirely different customer support platform as you’ll have to do with most web hosting companies on the marketplace. Our integrated ticketing system will enable you to open a new ticket without any hassle and to search through older tickets using a clever search filter. Moreover, you will be able to take a look at the relevant knowledge base articles that our system will present to you in accordance with the category that you choose for your new ticket. You can perform all the abovementioned operations without logging out of your Hepsia Control Panel at any moment, which goes to say that in case you run into any difficulty or have a query, you can contact our support engineers and fix the particular issue in no more than an hour through one single support platform.