A ticketing system is the most widely used medium of communication that web hosting providers offer to their clients. It is most often part of the billing account and is the easiest way to solve a problem that requires some time to investigate or that needs to be escalated to a system administrator. In this way, all responses contributed by either side will be kept in one location in case someone else wants to work on the problem in question and the info in the ticket will be available to all parties. The negative aspect of using a ticketing system with most hosting platforms is that it is not integrated into the web hosting Control Panel, which goes to say that you’ll have to log in and out of at least two accounts in order to complete a certain task or to touch base with the hosting company’s client support team. If you desire to manage a couple of domain names and each one of them is hosted in its own account, you’ll have to use even more accounts at the same time. Moreover, it can take significant time for the provider to process your tickets.

Integrated Ticketing System in Cloud Hosting

Our cloud plans include an integrated trouble ticket system, which is an integral part of our in-house developed Hepsia hosting Control Panel. As opposed to other similar tools, Hepsia allows you to manage everything connected with the hosting service itself in the exact same place – payments, files, emails, tickets, etc., avoiding the necessity to sign in and out of different interfaces. In the event that you’ve got any pre-sales or technical questions or any problems, you can open a ticket with just several mouse clicks without the need to log out of your hosting Control Panel. During the process, you can choose a category and our system will offer you a variety of informative articles, which will give you additional information and which may help you resolve any given issue even before you submit a ticket. We guarantee a ticket response time of no more than 1 hour, even in case it is a weekend or a national holiday.

Integrated Ticketing System in Semi-dedicated Servers

We deem it more efficient to manage everything from a single location, so we have incorporated a support ticket system into the custom Hepsia hosting Control Panel, which comes with each single semi-dedicated server account. This will enable you to manage the correspondence with our client support staff together with your data, which suggests that you will not need to memorize one more sign-in name for some other admin dashboard. You will be able to send a new ticket or to check the status of an old one with less than several clicks whilst you’re browsing the files hosted in your account. Also, you can look through older tickets using a smart search box or check relevant knowledgebase articles with solutions to common complications. The integrated trouble ticket system is closely monitored 24x7x365 with the maximum response time being only sixty minutes, so there will always be somebody to help you.