A ticketing system is the most widely used correspondence channel that web hosting companies offer to their clients. It is typically part of the billing account and is the very best way to resolve an issue that takes a certain period of time to investigate or that needs to be escalated to a system administrator. Thus, all replies added by either side will be stored in one and the same location in case somebody else wants to work on the problem at hand and the info already exchanged in the ticket will be accessible to all parties. The disadvantage of deploying a ticketing system with most hosting platforms is that it’s not included in the web hosting Control Panel, which implies that you will have to sign in and out of at least 2 accounts to perform a given procedure or to touch base with the company’s support staff. If you want to administer several domain names and each one of them is hosted in its own account, you’ll need to use even more accounts at the same time. Besides, it could take significant time for the provider to reply to your ticket.

Integrated Ticketing System in Shared Hosting

The ticketing system that we use for our Linux shared hosting isn’t separate from the web hosting account. It’s part of our fully featured Hepsia hosting Control Panel and you will be able to visit it whenever you need with just a couple of mouse clicks, without ever leaving your hosting account. The ticketing system comes with a quick-search box, so you can trace practically any support ticket that you have already opened, if necessary. Furthermore, you can see knowledge base articles that belong to various problem categories, which you can pick, so you can find out how to handle a particular problem even before you actually submit a ticket. The response time is no more than one hour, which goes to say that you can get swift assistance at any specific time and in case our technical support staff advises you to do something in your account, you can do it immediately without the need to log out of the Hepsia Control Panel.

Integrated Ticketing System in Semi-dedicated Hosting

We think that it’s more efficient to manage everything from one location, so we’ve implemented a trouble ticket system into the in-house developed Hepsia hosting Control Panel, which is available with every semi-dedicated server account. This will enable you to manage the communication with our client care staff together with your websites, which implies that you won’t need to remember one more login name for some other interface. You’ll be able to open a new ticket or to check the status of an old one with no more than a few clicks while you’re browsing the content within your semi-dedicated account. Plus, you can go through older tickets using a smart search option or check relevant knowledgebase articles, which contain solutions to commonly met obstacles. The built-in ticketing system is strictly monitored 24-7 with the maximum response time being just one hour, so there will always be someone to assist you.