In case you have purchased a hosting package and you have some queries associated with a specific feature/function, or in case you have come across a certain issue and you need support, you should be able to touch base with the respective customer support staff. All web hosts deploy a ticketing system irrespective of whether they offer other means of contacting them along with it or not, because the most effective way to tackle a problem most often is to submit a ticket. This method of correspondence renders the replies sent by both parties simple to follow and permits the support engineers to escalate the problem in the event that, for instance, a system administrator has to step in. In the general case, the ticketing system isn’t directly connected to the hosting space and is part of the billing account, so you need to use no less than 2 separate accounts to touch base with the customer service staff and to actually administer the hosting space. Incessantly switching from one account to another may often be a burden, not to mention the fact that it takes lots of time for the majority of hosting companies to answer the ticket requests themselves.
Integrated Ticketing System in Cloud Hosting
The ticketing system that we use for our Linux cloud hosting is not separate from the web hosting account. It’s an essential part of our all-encompassing Hepsia Control Panel and you will be able to visit it at any given moment with only a few clicks of the mouse, without the need to sign out of your hosting account. The ticketing system comes with a quick-search field, which will help you track the status of de facto any trouble ticket that you have posted in the past, if needed. Additionally, you can see knowledge base articles that belong to different problem categories, which you can choose, so you can learn how to fix a given issue even before you actually submit a ticket. The response time is no more than one hour, which implies that you can receive timely assistance at any specific time and in case our help desk team advises you to do something in your hosting account, you can do it straight away without the need to sign out of the Hepsia Control Panel.
Integrated Ticketing System in Semi-dedicated Servers
We believe that it is more efficient to manage everything in a single place, which is why we have integrated a ticketing system into the custom-built Hepsia Control Panel, which is offered with each and every semi-dedicated server account. This will enable you to handle the communication with our help desk support staff along with your disk space, which goes to say that you will not have to memorize additional login credentials for a separate admin console. You’ll be able to send a new ticket or to track the status of an old one with no more than a couple of clicks whilst you are browsing the files hosted in your semi-dedicated account. Also, you can search through older tickets using an intelligent search filter or have a look at relevant FAQ articles, which provide solutions to commonly experienced problems. The integrated ticketing system is strictly monitored 24/7 with the maximum response time being just 60 minutes, so there will always be someone to help you.