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?
If you’ve purchased a web hosting plan and you’ve got some questions with regard to a given function/feature, or in case you’ve experienced a certain obstacle and you need support, you should be able to contact the respective customer service staff. All web hosting companies deploy a ticketing system irrespective of whether they offer other methods of contacting them aside from it or not, since the best way to resolve an issue most often is to send a ticket. This communication model makes the responses exchanged by both parties simple to follow and enables the support engineers to escalate the issue if, for instance, a sysadmin should intervene. In the general case, the ticketing system isn’t directly linked to the hosting space and is part of the billing account, which suggests that you will have to use no less than 2 separate accounts to touch base with the customer service team and to actually administer the hosting space. Incessantly switching between different accounts can sometimes be a burden, not to mention the fact that it requires a long period of time for the majority of web hosting providers to process the tickets themselves.
Integrated Ticketing System in Shared Website Hosting
Our shared website hosting plans come with an integrated support ticket system, which is part of our custom Hepsia Control Panel. As opposed to other comparable tools, Hepsia will enable you to manage everything associated with the web hosting service itself in one place – invoices, files, emails, tickets, etc., avoiding the necessity to use different admin interfaces. In the event that you’ve got any pre-sales or technical questions or any problems, you can submit a ticket with a couple of clicks of the mouse without having to sign out of your Control Panel. During the process, you can select a category and our system will present you with a number of informative articles, which will provide you with additional info and which may help you resolve any particular problem even before you send a ticket. We guarantee a support ticket response time of maximum 60 minutes, even in case it is a weekend or an official holiday.