If you have bought a hosting package and you’ve got certain questions in regards to a particular function/feature, or in case you have experienced a certain problem and you need support, you should be able to contact the respective help desk team. All hosting providers deploy a ticketing system irrespective of whether they provide other ways of contacting them along with it or not, since the most efficient way to deal with a problem most often is to post a ticket. This type of communication renders the replies sent by both sides simple to follow and permits the customer service technicians to escalate the problem in the event that, for example, an administrator has to get involved. Typically, the ticketing system isn’t directly linked to the hosting space and is part of the billing account, so you must have no less than 2 different accounts to contact the client service team and to actually manage the hosting space. Non-stop switching between different accounts might be a bore, not to mention the fact that it takes a lot of time for the majority of web hosting providers to answer the ticket requests themselves.

Integrated Ticketing System in Hosting

The ticketing system that we’re using for our hosting plans is not separate from the hosting account. It’s part of our all-in-one Hepsia Control Panel and you will be able to visit it at any given time with just several clicks of the mouse, without logging out of your account. The ticketing system comes with a quick-search field, which will help you track the status of de facto any ticket that you have already submitted, if required. On top of that, you can see knowledge base articles that belong to different problem categories, which you can pick, so you can discover how to tackle a particular issue before you actually open a ticket. The response time is no more than 1 hour, which suggests that you can receive quick assistance at any time and if our client service staff suggests that you should do something inside your account, you can do it right away without leaving the Hepsia Control Panel.

Integrated Ticketing System in Semi-dedicated Servers

We find it more efficient to manage everything from one single place, which is why we have implemented a support ticket system into the in-house developed Hepsia hosting Control Panel, which is offered with every single semi-dedicated server account. This will allow you to handle the communication with our client care staff along with your hard disk space, which means that you won’t have to memorize one more log-in name for a different admin interface. You’ll be able to send a new ticket or to check the status of an old one with no more than several clicks of the mouse while you are browsing the files hosted in your account. Also, you can look through older tickets using a clever search filter or take a look at relevant help articles, which offer solutions to commonly experienced problems. The inbuilt ticketing system is closely monitored 24-7 with the maximum ticket response time being just one hour, so there’ll always be somebody to help you out.