A ticketing system is the most common means of communication that hosting providers offer to their clients. It’s usually part of the billing account and is the most effective way to fix an issue that requires a certain period of time to investigate or that has to be escalated to a system administrator. In this way, all responses contributed by either party will be stored in the exact same place in case somebody else wants to work on the given problem and the information in the ticket will be available to all parties. The negative aspect of using a ticketing system with most web hosting platforms is that it’s not integrated into the hosting Control Panel, which goes to say that you’ll need to sign in and out of at least two accounts to perform a certain procedure or to get in touch with the hosting company’s help desk staff. If you’d like to manage a number of domains and each one is hosted in its very own account, you will need to use even more accounts at the same time. Furthermore, it may take a substantial amount of time for the provider to reply to your tickets.

Integrated Ticketing System in Shared Website Hosting

The ticketing system that we’re using for our shared website hosting services is not separate from the web hosting account. It is an integral part of our fully featured Hepsia Control Panel and you will be able to access it whenever you want with only a few clicks of the mouse, without logging out of your web hosting account. The ticketing system comes with a quick-search box, so you can trace any ticket that you have already opened, in case you need it. Also, you can see knowledge base articles that are relevant to various problem categories, which you can pick, so you can learn how to deal with a given problem even before you actually submit a ticket. The ticket response time is maximum 1 hour, which implies that you can get prompt assistance whenever you need it and in case our customer support staff recommends that you should do something in your hosting account, you can do it immediately without the need to leave the Control Panel.

Integrated Ticketing System in Semi-dedicated Hosting

We think that it is more convenient to manage everything from a single place, which is why we’ve integrated a trouble ticket system into the in-house developed Hepsia hosting Control Panel, which comes with each single semi-dedicated server package. This will enable you to manage the communication with our support staff along with your files, which goes to say that you won’t need to remember additional sign-in credentials for another admin dashboard. You will be able to open a new ticket or to check the status of an old one with no more than several mouse clicks while you are browsing the files hosted in your semi-dedicated account. Additionally, you can look through older tickets using a clever search option or read relevant knowledgebase articles, which provide solutions to commonly confronted issues. The integrated ticketing system is closely monitored 24-7-365 with the maximum response time being just 60 minutes, so there’ll always be someone to assist you.