Integrated Ticketing System
What's an integrated ticketing system and what are the pros of using one? How is it different from other types of customer support?
In case you’ve ordered a hosting package and you have some questions connected to a concrete function/feature, or in case you’ve come across a certain issue and you require support, you should be able to get in touch with the respective customer service staff. All hosting providers deploy a ticketing system no matter if they offer other methods of contacting them apart from it or not, due to the fact that the best way to deal with a problem most often is to open a ticket. This model of correspondence renders the responses exchanged by both parties easy to track and allows the tech support staff representatives to escalate the problem in the event that, for instance, an administrator must interfere. Usually, the ticketing system is not directly linked to the hosting space and is part of the billing account, which goes to say that you’ll need to have at least two separate accounts to contact the support team and to actually manage the hosting space. Constantly switching from one account to another might often be a burden, not to mention the fact that it takes a lot of time for the majority of web hosting companies to respond to ticket requests.
Integrated Ticketing System in Cloud Hosting
The ticketing system that we’re using for our Linux cloud plans
is not separate from the hosting account. It is included in our full-featured Hepsia Control Panel and you’ll be able to access it at any moment with just a few clicks of the mouse, without the need to log out of your hosting account. The ticketing system features a quick-search box, so you can track the status of virtually any ticket that you’ve already opened, if necessary. Furthermore, you can read knowledge base articles that are relevant to different problem categories, which you can choose, so you can discover how to tackle a given issue before you actually open a ticket. The ticket response time is no more than 1 hour, which implies that you can get swift assistance at any moment and if our help desk support staff recommends that you should do something inside your hosting account, you can do it momentarily without having to leave the Control Panel.
Integrated Ticketing System in Semi-dedicated Servers
The Hepsia hosting Control Panel, which is included with all our Linux semi-dedicated servers
, was designed with the idea that you should be able to manage everything related to your semi-dedicated account in one single location and the trouble tickets aren’t an exception. Our ticketing system is integrated into the Hepsia Control Panel, so, in case you have a query or come across a complication, you can get in touch with our customer support engineers instantly without having to use an entirely different admin interface. You can look through your website files or check different settings within your account while you post a new ticket or read the answer to an old one. If you’ve got multiple tickets and you would like to find a specific one, you can take advantage of the clever search option, which is available in the Help section of the Hepsia Control Panel. We’ll make sure you receive an answer in less than 1 hour irrespective of the essence of your enquiry or issue.