Integrated Ticketing System
What is an integrated ticketing system and what are the advantages of using one? How does it differ from other kinds of customer support?
If you have purchased a web hosting package and you’ve got certain inquiries concerning a given feature/function, or if you’ve chanced upon a certain challenge and you require help, you should be able to contact the respective tech support team. All web hosting companies deploy a ticketing system no matter if they provide other means of contacting them along with it or not, due to the fact that the most effective way to tackle a problem most often is to send a ticket. This model of communication renders the responses sent by both parties easy to follow and allows the help desk staff representatives to escalate the situation in case, for instance, a server administrator has to intervene. Typically, the ticketing system is not directly connected to the hosting space and is part of the billing account, which implies that you have to have at least two different accounts to get in touch with the customer support team and to actually administer the hosting space. Non-stop logging in and out of different accounts might often be a nuisance, not to mention the fact that it requires a long time for the majority of web hosting companies to process the ticket requests themselves.
Integrated Ticketing System in Shared Website Hosting
Our Linux shared website hosting packages
come bundled with an integrated trouble ticket system, which is included in our in-house created Hepsia Control Panel. In stark contrast with other similar tools, Hepsia enables you to manage everything connected with the web hosting service itself in the very same place – invoices, web files, e-mails, support tickets, etc., avoiding the necessity to go through different admin dashboards. If you’ve got any pre-sales or technical questions or any problems, you can submit a ticket with just a few mouse clicks without the need to leave your Control Panel. During the process, you can select a category and our system will offer you a variety of informative articles, which will supply you with more information and which may help you solve any specific problem even before you actually send a ticket. We guarantee a trouble ticket response time of maximum 1 hour, even in case it’s a weekend or a national holiday.
Integrated Ticketing System in Semi-dedicated Hosting
If you have opened a semi-dedicated server
account with our company and you would like to contact our technical support team representatives, you will be able to open a support ticket straight from your Hepsia hosting Control Panel instead of using a completely different tech support platform like you’ll need to do with the majority of web hosting companies out there. Our integrated ticketing system will permit you to open a new ticket without hassles and to browse through older tickets using a smart search box. Additionally, you’ll be able to browse the relevant knowledge base articles that our system will present you with depending on the category that you pick for your new ticket. You can do all of the above-mentioned procedures without leaving your Hepsia Control Panel at any moment, which implies that in case you encounter any issue or have a question, you can get in touch with our support engineers and resolve the issue at hand in less than an hour through one single support platform.