A ticketing system is the most common medium of communication that web hosting companies offer to their clients. It’s usually part of the billing account and is the very best way to tackle a problem that takes a certain amount of time to examine or that needs to be escalated to a server admin. In this way, all replies provided by either party will be stored in the exact same location in the event that somebody else wants to work on the given issue and the info already exchanged in the ticket will be available to all parties. The downside of using a ticketing system with most hosting platforms is that it is not part of the web hosting Control Panel, so you’ll have to sign in and out of no less than 2 accounts in order to complete a given task or to contact the hosting company’s customer support staff. If you wish to manage several domain names and each one is hosted in a different account, you will have to use an even larger number of accounts simultaneously. In addition, it might take a significant span of time for the hosting provider to respond to your ticket request.

Integrated Ticketing System in Shared Website Hosting

The ticketing system that we’re using for our shared website hosting plans isn’t separate from the web hosting account. It is an integral part of our full-featured Hepsia Control Panel and you will be able to access it at any specific time with only a few clicks of the mouse, without the need to leave your account. The ticketing system features a quick-search box, so you can trace any trouble ticket that you’ve already posted, if needed. Plus, you can read knowledge base articles that are relevant to various problem categories, which you can choose, so you can find out how to resolve a particular issue before you actually submit a ticket. The response time is maximum one hour, which means that you can receive quick assistance at any specific moment and if our help desk support team recommends that you should do something inside your account, you can do it immediately without needing to log out of the Control Panel.

Integrated Ticketing System in Semi-dedicated Servers

We think that it is far more convenient to manage everything in one location, which is why we’ve integrated a support ticket system into the in-house developed Hepsia Control Panel, which comes with every semi-dedicated server package. This will permit you to handle the communication with our customer service team together with your web files, which goes to say that you will not need to memorize an additional log-on name for another admin interface. You’ll be able to submit a new ticket or to track 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 go through older tickets using a smart search function or have a look at applicable knowledge base articles, which offer solutions to commonly encountered challenges. The built-in trouble ticket system is monitored 24x7x365 with the maximum ticket response time being just sixty minutes, so there’ll always be someone to assist you.