Integrated Ticketing System
What's an integrated ticketing system and what are the advantages of employing one? How is it different from other forms of customer support?
If you’ve purchased a hosting package and you have some queries with regards to a given function/feature, or if you have come across a certain problem and you require support, you should be able to contact the respective help desk support team. All hosting providers use a ticketing system irrespective of whether they provide other means of contacting them aside from it or not, because the best way to fix an issue most often is to use a ticket. This model of communication makes the replies sent by both sides simple to follow and permits the customer service technicians to escalate the issue if, for instance, a sysadmin has to get involved. Usually, the ticketing system is not directly connected to the hosting space and is part of the billing account, which goes to say that you have to use no less than two separate accounts to contact the customer service team and to actually manage the hosting space. Non-stop switching between different accounts can often be a bore, not to mention the fact that it takes a long time for the majority of hosting providers to process the tickets themselves.
Integrated Ticketing System in Shared Web Hosting
The ticketing system that we use for our shared web hosting plans
isn’t separate from the hosting account. It’s an integral part of our fully featured Hepsia Control Panel and you’ll be able to visit it at any specific moment with only a couple of clicks, without needing to log out of your account. The ticketing system offers a quick-search field, which will help you trace practically any support ticket that you’ve opened in the past, if needed. Also, you can read knowledge base articles that belong to different problem categories, which you can select, so you can learn how to solve a particular issue before you actually open a ticket. The response time is no more than 1 hour, which means that you can receive swift assistance at any moment and in case our technical support staff suggests that you do something inside your hosting account, you can do it on the spur of the moment without having to log out of the Control Panel.