A ticketing system is the most common communication channel that web hosting providers offer to their customers. It’s most often part of the billing account and is the most effective way to fix a problem that takes a certain period of time to investigate or that needs to be forwarded to a system administrator. Thus, all responses added by either side will be stored in the exact same location in the event that somebody else wants to work on the issue at hand and the information in the ticket will be available to all parties. The negative aspect of using a ticketing system with most hosting platforms is that it is not included in the web hosting Control Panel, so you’ll have to sign in and out of at least 2 accounts in order to do a specific operation or to reach the company’s help desk support team. In case you want to manage a number of domain names and each one is hosted in a different account, you will have to use even more accounts at the same time. Additionally, it can take a substantial period of time for the provider to answer your ticket requests.

Integrated Ticketing System in Shared Hosting

The ticketing system that we’re using for our shared hosting packages is not separate from the hosting account. It’s part of our all-embracing Hepsia Control Panel and you’ll be able to visit it at any particular time with only several clicks, without signing out of your hosting account. The ticketing system features a quick-search field, so you can find practically any ticket that you’ve sent in the past, if you need it. Also, you can read knowledge base articles that belong to different problem categories, which you can pick, so you can discover how to resolve a specific issue even before you open a ticket. The ticket response time is maximum one hour, so you can obtain timely assistance at any time and if our client care staff advises you to do something inside your hosting account, you can do it on the spur of the moment without having to sign out of the Control Panel.

Integrated Ticketing System in Semi-dedicated Hosting

We think that it’s more convenient to manage everything from one single place, which is the reason why we have implemented a ticketing system into the in-house built Hepsia hosting Control Panel, which comes with each single semi-dedicated server account. This will permit you to handle the communication with our help desk team along with your website files, which suggests that you won’t have to memorize one more user name for a different system. You’ll be able to post a new ticket or to track the status of an old one with no more than several clicks whilst you are browsing the content within your semi-dedicated account. Additionally, you can go through older tickets using a clever search box or check relevant FAQ articles, which include solutions to commonly experienced problems. The built-in trouble ticket system is monitored 24/7/365 with the maximum response time being just one hour, so there will always be someone to assist you.