In case you’ve purchased a web hosting package and you’ve got certain questions about a concrete function/feature, or in case you’ve come across some obstacle and you need support, you should be able to touch base with the respective technical support staff. All web hosting companies use a ticketing system no matter if they provide other ways of contacting them along with it or not, due to the fact that the quickest way to handle a problem most often is to send a ticket. This method of correspondence makes the responses sent by both parties easy to track and permits the customer service technicians to escalate the issue in the event that, for instance, a sysadmin has to step in. Typically, the ticketing system isn’t directly connected to the hosting space and is part of the billing account, so you have to have no less than two different accounts to touch base with the help desk support staff and to actually manage the hosting space. Constantly switching between the accounts might often be a headache, not to mention the fact that it requires a very long period of time for the vast majority of web hosting companies to respond to the tickets themselves.

Integrated Ticketing System in Hosting

The ticketing system that we’re using for our Linux hosting packages isn’t separate from the hosting account. It’s included in our fully featured Hepsia hosting Control Panel and you will be able to access it at any particular time with just a few clicks of the mouse, without leaving your hosting account. The ticketing system includes a quick-search field, which will help you track the status of practically any ticket that you’ve already posted, if required. Also, you can read knowledge base articles that belong to various problem categories, which you can select, so you can find out how to deal with a particular issue even before you post a ticket. The response time is no more than sixty minutes, which goes to say that you can receive quick assistance at any moment and in case our technical support staff suggests that you should do something in your hosting account, you can do it immediately without having to log out of the Control Panel.

Integrated Ticketing System in Semi-dedicated Hosting

We deem it far more efficient to manage everything from one single place, which is why we’ve implemented a ticketing system into the in-house developed Hepsia Control Panel, which comes with every semi-dedicated server plan. This will permit you to handle the communication with our technical support staff together with your web content, so you will not need to remember an additional user name for another interface. You will be able to submit a new ticket or to track the status of an old one with less than a few clicks of the mouse whilst you are browsing the files within your semi-dedicated account. Additionally, you can search through older tickets using a clever search functionality or check relevant knowledgebase articles, which provide solutions to commonly faced problems. The built-in trouble ticket system is strictly monitored 24/7 with the maximum ticket response time being only 1 hour, so there’ll always be someone to help you.