Integrated Ticketing System
What exactly is an integrated ticketing system and what are the benefits of employing one? How does it differ from other types of customer support?
If you have bought a web hosting package and you have certain queries concerning a particular function/feature, or in case you’ve come across some predicament and you require assistance, you should be able to touch base with the respective customer care team. All hosting companies use a ticketing system regardless of whether they provide other ways of contacting them along with it or not, due to the fact that the fastest way to deal with an issue most often is to post a ticket. This mode of communication renders the responses sent by both parties easy to follow and enables the support team members to escalate the issue if, for instance, an admin has to interfere. In the general case, the ticketing system isn’t directly linked to the hosting space and is part of the billing account, which means that you have to use no less than 2 separate accounts to get in touch with the help desk support staff and to actually manage the hosting space. Incessantly switching between the accounts could sometimes be a bore, not to mention the fact that it takes quite a long time for most hosting companies to process the ticket requests themselves.
Integrated Ticketing System in Shared Website Hosting
The ticketing system that we use for our shared website hosting plans isn’t separate from the web hosting account. It’s an essential part of our fully featured Hepsia Control Panel and you’ll be able to visit it at any time with just a few clicks, without signing out of your hosting account. The ticketing system includes a quick-search box, so you can trace practically any trouble ticket that you’ve already submitted, if necessary. Besides, you can read knowledge base articles that belong to different problem categories, which you can select, so you can learn how to handle a given issue before you actually open a ticket. The response time is no more than 60 minutes, which goes to say that you can obtain prompt assistance at any particular moment and in case our client care staff advises you to do something inside your hosting account, you can do it right away without having to leave the Control Panel.