A ticketing system is the most widely used means of communication that web hosting companies offer to their customers. It’s most often part of the billing account and is the quickest way to tackle a problem that takes a certain amount of time to investigate or that needs to be escalated to an admin. In this way, all replies provided by either party will be stored in one and the same place in case somebody else needs to work on the issue in question and the info already exchanged in the ticket will be accessible to all parties. The drawback of using a ticketing system with most hosting platforms is that it’s not part of the hosting Control Panel, which means that you will need to log in and out of at least two accounts in order to accomplish a particular operation or to contact the company’s tech support staff. In case you would like to administer a handful of domain names and each one is hosted in its very own account, you will need to use even more accounts at the same time. It can also take significant time for the provider to process your tickets.

Integrated Ticketing System in Shared Hosting

Our shared plans come bundled with an integrated support ticket system, which is included in our in-house created Hepsia Control Panel. Unlike other analogous tools, Hepsia will permit you to manage everything associated with the hosting service itself in the exact same place – invoices, website files, e-mails, trouble tickets, etc., avoiding the need to use different admin consoles. In the event that you have any technical or pre-sales questions or any problems, you can post a ticket with a couple of clicks of the mouse without logging out of your Control Panel. In the meantime, you can choose a category and our system will present you with a number of articles, which will give you more information and which may help you resolve any given problem before you actually submit a ticket. We guarantee a ticket response time of no more than sixty minutes, even in case it’s a weekend or a national holiday.

Integrated Ticketing System in Semi-dedicated Servers

We think that it is more efficient to manage everything in a single place, which is the reason why we’ve incorporated a ticketing system into the custom Hepsia hosting Control Panel, which is offered with every single semi-dedicated server account. This will permit you to manage the correspondence with our help desk staff together with your web content, which goes to say that you will not need to remember additional sign-in credentials for some other admin console. You will be able to open a new ticket or to check the status of an old one with no more than a couple of clicks of the mouse while you’re browsing the files within your account. Moreover, you can look through older tickets using a clever search functionality or read applicable knowledgebase articles, which contain solutions to commonly faced issues. The inbuilt trouble ticket system is monitored 24/7/365 with the maximum response time being just 1 hour, so there’ll always be someone to help you out.