If you’ve purchased a web hosting plan and you’ve got certain queries about a given feature/function, or in case you’ve bumped into a certain obstacle and you require support, you should be able to touch base with the respective customer service team. All hosting companies use a ticketing system no matter if they provide other means of contacting them apart from it or not, since the easiest way to handle an issue most often is to submit a ticket. This model of communication renders the responses exchanged by both sides simple to track and enables the customer care staff representatives to escalate the case in case, for instance, a sysadmin needs to interfere. Typically, the ticketing system is part of the billing account and is not directly linked to the hosting space, which goes to say that you will need to use at least two different accounts to get in touch with the customer support team and to actually administer the hosting space. Incessantly switching from one account to the other might sometimes be a headache, not to mention the fact that it requires quite a long period of time for most hosting providers to answer the tickets themselves.
Integrated Ticketing System in Shared Hosting
Our shared hosting
feature an integrated support ticket system, which is an indivisible part of our in-house built Hepsia hosting Control Panel. As opposed to other analogous tools, Hepsia enables you to manage everything connected with the hosting service itself in the very same location – payments, website files, e-mails, support tickets, etc., avoiding the necessity to sign in and out of different admin interfaces. If you’ve got any technical or pre-sales questions or any difficulties, you can open a ticket with just a couple of mouse clicks without needing to sign out of your hosting Control Panel. During the process, you can choose a category and our system will offer you a number of help articles, which will supply you with additional information and which may help you fix any given problem before you actually open a ticket. We guarantee a trouble ticket response time of maximum sixty minutes, even in case it’s a weekend or a public holiday.
Integrated Ticketing System in Semi-dedicated Hosting
We find it far more efficient to manage everything from one place, which is the reason why we have integrated a ticketing system into the custom-developed Hepsia Control Panel, which is available with every semi-dedicated server
plan. This will enable you to manage the correspondence with our help desk support staff along with your hosted content, which suggests that you will not need to memorize one more login name for another interface. You’ll be able to open a new ticket or to track down the status of an old one with no more than a few clicks of the mouse whilst you are browsing the content within your account. Furthermore, you can look through older tickets using a clever search functionality or have a look at applicable FAQ articles, which provide solutions to commonly experienced problems. The integrated trouble ticket system is monitored 24-7 with the maximum ticket response time being only one hour, so there’ll always be someone to help you.