Integrated Ticketing System
What exactly is an integrated ticketing system and what are the pros of employing one? How does it differ from other kinds of customer support?
In case you have ordered a web hosting package and you’ve got some queries connected to a concrete function/feature, or in case you have faced some problem and you need assistance, you should be able to touch base with the respective support team. All web hosts deploy a ticketing system no matter if they provide other means of contacting them aside from it or not, because the fastest way to deal with an issue most often is to open a ticket. This model of correspondence renders the responses exchanged by both sides simple to track and permits the help desk support team representatives to escalate the situation in the event that, for example, a system administrator must interfere. Usually, the ticketing system is not directly connected to the hosting space and is part of the billing account, which suggests that you will have to use no less than 2 separate accounts to touch base with the help desk support team and to actually manage the hosting space. Non-stop switching from one account to the other could be a headache, not to mention the fact that it takes quite a while for the majority of web hosting providers to respond to the ticket requests themselves.
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Integrated Ticketing System in Cloud Hosting
The ticketing system that we use for our
Linux cloud hosting isn’t separate from the hosting account. It’s an indivisible part of our all-in-one Hepsia Control Panel and you’ll be able to visit it whenever you like with just a few clicks of the mouse, without ever logging out of your account. The ticketing system offers a quick-search box, so you can trace practically any support ticket that you’ve opened in the past, if required. You can also see knowledge base articles that are relevant to different problem categories, which you can choose, so you can learn how to resolve a given issue even before you actually submit a ticket. The response time is maximum 1 hour, which means that you can receive swift assistance whenever you need it and if our client support team recommends that you should do something inside your hosting account, you can do it straight away without leaving the Control Panel.
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Integrated Ticketing System in Semi-dedicated Servers
In case you’ve got a
semi-dedicated server account with us and you want to contact our client support team, you will be able to submit a ticket directly from your Hepsia hosting Control Panel instead of going through a completely different client support platform as you’ll have to do with the vast majority of hosting providers out there. Our integrated ticketing system will allow you to send a new ticket without any effort and to search through older tickets using a smart search box. Additionally, you will be able to take a look at the applicable knowledgebase articles that our system will present to you based on the problem category that you choose for your new ticket. You can carry out all of the above-mentioned operations without signing out of your Control Panel at any moment, which means that in case you confront any challenge or have an enquiry, you can contact our technicians and resolve the issue at hand in no more than 1 hour using one platform.