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 ordered a web hosting plan and you’ve got certain questions with regard to a particular function/feature, or in case you’ve stumbled upon some difficulty and you require help, you should be able to contact the respective client service staff. All web hosting companies deploy a ticketing system irrespective of whether they offer other methods of contacting them aside from it or not, because the quickest way to fix a problem most often is to submit a ticket. This kind of communication makes the replies exchanged by both sides easy to follow and allows the customer care staff representatives to escalate the situation in case, for instance, a sysadmin needs to interfere. Usually, the ticketing system is not directly linked to the hosting space and is part of the billing account, which means that you will have to have at least 2 different accounts to contact the client care staff and to actually administer the hosting space. Constantly switching from one account to another could be a burden, not to mention the fact that it requires quite a bit of time for the vast majority of hosting providers to reply to the tickets themselves.
Integrated Ticketing System in Web Hosting
The ticketing system that we’re using for our Linux web hosting services
is not separate from the hosting account. It is part of our fully featured Hepsia Control Panel and you will be able to visit it whenever you like with just a few mouse clicks, without needing to log out of your hosting account. The ticketing system features a quick-search field, so you can trace any ticket that you have submitted in the past, if necessary. Also, you can read knowledge base articles that are relevant to various problem categories, which you can select, so you can discover how to resolve a specific issue even before you actually send a ticket. The response time is no more than 60 minutes, which implies that you can obtain quick assistance at any given moment and if our technical support staff recommends that you do something within your account, you can do it momentarily without needing to leave the Control Panel.
Integrated Ticketing System in Semi-dedicated Hosting
In case you’ve got a semi-dedicated server
account with us and you want to touch base with our customer service staff members, you will be able to open a trouble ticket straight from your Hepsia Control Panel instead of using a totally different help desk support platform like you’ll need to do with most hosting providers on the market. Our integrated trouble ticket system will allow you to post a new ticket with ease and to browse through older tickets using an intelligent search filter. In addition, you’ll be able to browse the applicable knowledgebase articles that our system will present you with depending on the category that you pick for your new ticket. You can accomplish all the abovementioned activities without leaving your Control Panel at any moment, which suggests that in case you face any predicament or have a question, you can get in touch with our technicians and solve the given issue in less than 60 minutes via one support platform.