If you’ve ordered a hosting package and you have some enquiries related to a particular function/feature, or if you have run into a certain issue and you need support, you should be able to contact the respective customer service team. All hosting companies use a ticketing system regardless of whether they offer other methods of contacting them apart from it or not, because of the fact that the most effective way to fix a problem most often is to open a ticket. This model of correspondence makes the replies sent by both parties simple to track and allows the customer care team representatives to escalate the situation in the event that, for example, a sysadmin should get involved. Usually, the ticketing system isn’t directly linked to the hosting space and is part of the billing account, so you’ll have to use at least two separate accounts to get in touch with the support staff and to actually manage the hosting space. Non-stop switching from one account to the other may often be a nuisance, not to mention the fact that it requires a lot of time for the majority of hosting companies to process the ticket requests themselves.

Integrated Ticketing System in Shared Website Hosting

The ticketing system that we are using for our shared website hosting is not separate from the web hosting account. It’s an integral part of our fully featured Hepsia Control Panel and you’ll be able to access it whenever you like with only a couple of mouse clicks, without ever logging out of your web hosting account. The ticketing system features a quick-search field, so you can track the status of any ticket that you have posted in the past, if required. Additionally, you can read knowledge base articles that belong to different problem categories, which you can select, so you can discover how to tackle a specific issue even before you actually open a ticket. The ticket response time is maximum 60 minutes, which implies that you can obtain quick assistance at any time and in case our client service staff suggests that you do something within your account, you can do it momentarily without having to log out of the Control Panel.

Integrated Ticketing System in Semi-dedicated Servers

We deem it more convenient to manage everything from a single place, so we’ve integrated a ticketing system into the in-house created Hepsia hosting Control Panel, which comes with each semi-dedicated server account. This will enable you to manage the correspondence with our client service staff together with your web content, which goes to say that you will not have to memorize an additional logon name for a separate interface. You’ll be able to submit a new ticket or to check the status of an old one with no more than several clicks of the mouse while you’re browsing the files hosted in your account. Besides, you can look through older tickets using a smart search functionality or take a look at relevant knowledgebase articles, which contain solutions to commonly confronted challenges. The integrated ticketing system is monitored 24-7-365 with the maximum response time being just sixty minutes, so there’ll always be somebody to assist you.