Integrated Ticketing System
What exactly is an integrated ticketing system and what are the advantages of using one? How does it differ from other kinds of customer support?
In case you’ve ordered a web hosting package and you’ve got certain queries associated with a particular feature/function, or in case you’ve experienced some obstacle and you need help, you should be able to touch base with the respective tech support team. All hosting providers use a ticketing system irrespective of whether they provide other methods of contacting them aside from it or not, since the most efficient way to handle a problem most often is to open a ticket. This kind of correspondence renders the replies exchanged by both parties easy to follow and enables the customer support engineers to escalate the problem in case, for instance, a server admin should become involved. Typically, the ticketing system is not directly connected to the hosting space and is part of the billing account, which implies that you will need to have no less than 2 separate accounts to touch base with the customer care staff and to actually administer the hosting space. Constantly switching from one account to another could be a bore, not to mention the fact that it takes quite a long time for most web hosting companies to respond to the ticket requests themselves.
Integrated Ticketing System in Cloud Website Hosting
The ticketing system that we are using for our Linux cloud website hosting packages
is not separate from the hosting account. It is part of our all-in-one Hepsia Control Panel and you’ll be able to visit it at any given time with just several clicks, without logging out of your web hosting account. The ticketing system offers a quick-search field, which will help you track down virtually any trouble ticket that you have posted in the past, if needed. Additionally, you can see knowledge base articles that are relevant to various problem categories, which you can pick, so you can discover how to solve a particular issue before you actually send a ticket. The ticket response time is no more than one hour, so you can obtain quick assistance whenever you need it and in case our help desk team recommends that you do something within your account, you can do it straight away without the need to log out of the Hepsia Control Panel.
Integrated Ticketing System in Semi-dedicated Hosting
If you’ve got a semi-dedicated server
account with our company and you wish to contact our client service staff members, you will be able to post a support ticket directly from your Hepsia Control Panel instead of going through a totally different technical support platform as you’ll need to do with the majority of web hosting providers on the market. Our integrated trouble ticket system will enable you to post a new ticket easily and to browse through older tickets using an intelligent search filter. Also, you will be able to browse the relevant knowledgebase articles that our system will offer you on the basis of the problem category that you select for your new ticket. You can do all the above-mentioned activities without logging out of your Control Panel at any moment, which goes to say that in case you confront any difficulty or have a question, you can contact our technicians and resolve the particular issue in no more than 60 minutes via one support platform.