Integrated Ticketing System
What's an integrated ticketing system and what are the benefits of using one? How is it different from other forms of customer support?
In case you’ve bought a web hosting package and you have certain questions related to a concrete function/feature, or if you have confronted some challenge and you need support, you should be able to touch base with the respective client service team. All web hosts use a ticketing system no matter if they offer other means of contacting them aside from it or not, because the easiest way to deal with an issue most often is to open a ticket. This form of communication renders the responses exchanged by both parties easy to follow and permits the help desk support team representatives to escalate the issue in the event that, for example, an admin must step in. Typically, the ticketing system is not directly connected to the hosting space and is part of the billing account, which means that you’ll need to use at least 2 different accounts to contact the support team and to actually manage the hosting space. Non-stop signing in and out of different accounts may be a headache, not to mention the fact that it takes quite a lot of time for most hosting companies to answer ticket requests.
Integrated Ticketing System in Shared Website Hosting
Our Linux shared website hosting services
feature an integrated ticketing system, which is an integral part of our custom-developed Hepsia Control Panel. In contrast to other comparable tools, Hepsia will permit you to manage everything associated with the web hosting service itself in one and the same place – invoices, website files, emails, trouble tickets, etc., eliminating the necessity to go through different admin dashboards. In the event that you have any pre-sales or technical questions or any difficulties, you can open a ticket with just a few clicks of the mouse without needing to leave your Control Panel. During the process, you may choose a category and our system will present you with a number of educational articles, which will supply you with additional info and which may help you fix any particular 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 an official holiday.
Integrated Ticketing System in Semi-dedicated Hosting
We think that it’s more efficient to manage everything in a single place, which is why we’ve integrated a support ticket system into the in-house developed Hepsia Control Panel, which is available with each single semi-dedicated server
account. This will allow you to handle the communication with our help desk support staff along with your files, which goes to say that you will not have to remember an additional user name for a different admin interface. You will be able to post a new ticket or to track the status of an old one with no more than a couple of mouse clicks while you are browsing the files within your semi-dedicated account. Furthermore, you can go through older tickets using a clever search filter or read relevant help articles, which include solutions to commonly experienced obstacles. The inbuilt trouble ticket system is monitored 24-7 with the maximum response time being only 60 minutes, so there will always be someone to assist you.