Integrated Ticketing System
What exactly is an integrated ticketing system and what are the pros of employing one? How is it different from other kinds of customer support?
In case you have purchased a web hosting plan and you’ve got some enquiries with regard to a concrete feature/function, or in case you’ve bumped into some difficulty and you require assistance, you should be able to contact the respective support staff. All web hosting providers use a ticketing system regardless of whether they offer other means of contacting them apart from it or not, since the fastest way to resolve a problem most often is to use a ticket. This communication method renders the replies sent by both sides easy to follow and allows the technical support staff representatives to escalate the problem in case, for instance, a server admin should interfere. Typically, the ticketing system is not directly linked to the hosting space and is part of the billing account, which means that you’ll need to have at least 2 different accounts to get in touch with the help desk support team and to actually administer the hosting space. Non-stop switching between the accounts might be a headache, not to mention the fact that it requires a very long time for most hosting companies to answer ticket requests.
Integrated Ticketing System in Shared Web Hosting
The ticketing system that we are using for our shared web hosting is not separate from the hosting account. It is part of our all-inclusive Hepsia Control Panel and you will be able to visit it whenever you wish with just a couple of clicks, without having to sign out of your account. The ticketing system includes a quick-search field, which will help you trace any ticket that you’ve sent in the past, if needed. Plus, you can see knowledge base articles that are relevant to different problem categories, which you can select, so you can find out how to resolve a given issue even before you actually post a ticket. The response time is no more than sixty minutes, which goes to say that you can obtain prompt assistance at any specific time and if our customer service staff suggests that you do something in your account, you can do it momentarily without signing out of the Hepsia Control Panel.