If you’ve bought a web hosting package and you’ve got some inquiries connected with a particular function/feature, or in case you have stumbled upon some issue and you require assistance, you should be able to touch base with the respective help desk support team. All web hosts use a ticketing system no matter if they provide other methods of contacting them along with it or not, because the most effective way to fix a problem most often is to send a ticket. This type of communication renders the replies exchanged by both parties simple to track and enables the customer service technicians to escalate the situation in the event that, for instance, a sysadmin must intervene. In the general case, the ticketing system is part of the billing account and is not directly connected to the hosting space, which suggests that you’ll need to have at least two different accounts to touch base with the client support team and to actually administer the hosting space. Incessantly switching from one account to the other may often be a headache, not to mention the fact that it requires a long period of time for the vast majority of web hosting companies to process the ticket requests themselves.
Integrated Ticketing System in Shared Hosting
The ticketing system that we are using for our shared hosting isn’t separate from the hosting account. It’s an indivisible part of our all-in-one Hepsia Control Panel and you will be able to visit it at any moment with just a couple of mouse clicks, without the need to log out of your hosting account. The ticketing system features a quick-search box, which will help you trace any ticket that you have sent in the past, if needed. Furthermore, you can see knowledge base articles that belong to different problem categories, which you can choose, so you can learn how to handle a particular problem even before you actually post a ticket. The ticket response time is no more than sixty minutes, which goes to say that you can get quick assistance at any particular time and if our customer service staff recommends that you should do something within your hosting account, you can do it momentarily without signing out of the Hepsia Control Panel.