What exactly is an integrated ticketing system and what are the benefits of employing one? How is it different from other types of customer support?
A ticketing system is the most widely used channel of communication that hosting providers offer to their clients. It is most often part of the billing account and is the quickest way to handle an issue that takes some time to investigate or that needs to be escalated to an admin. In this way, all responses contributed by either party will be stored in the exact same place in case someone else needs to work on the given problem and the info already exchanged in the ticket will be accessible to all parties. The negative side of using a ticketing system with most hosting platforms is that it's not part of the hosting Control Panel, so you will need to sign in and out of no less than 2 accounts in order to accomplish a specific task or to contact the company's help desk staff. If you want to administer a number of domains and each one of them is hosted in its own account, you'll need to use an even larger number of accounts at the same time. It can also take a substantial span of time for the provider to answer your ticket request.
The ticketing system that we're using for our Linux shared web hosting isn't separate from the web hosting account. It's included in our full-featured Hepsia hosting Control Panel and you will be able to access it whenever you like with only several clicks, without logging out of your web hosting account. The ticketing system features a quick-search box, so you can track down the status of virtually any ticket that you have posted in the past, if necessary. Moreover, you can see knowledge base articles that are relevant to various problem categories, which you can pick, so you can discover how to handle a given issue even before you post a ticket. The ticket response time is no more than 60 minutes, which means that you can obtain prompt assistance at any particular time and in case our help desk support staff suggests that you do something within your account, you can do it immediately without having to log out of the Control Panel.
We believe that it is more efficient to manage everything from one place, so we have incorporated a trouble ticket system into the custom Hepsia hosting Control Panel, which comes with each and every semi-dedicated server package. This will permit you to handle the correspondence with our help desk support staff together with your semi-dedicated server, so you will not have to remember one more sign-in name for another interface. You will be able to send a new ticket or to track down the status of an old one with less than several mouse clicks whilst you are browsing the content hosted in your semi-dedicated account. Plus, you can search through older tickets using an intelligent search option or take a look at applicable help articles, which offer solutions to commonly confronted predicaments. The integrated trouble ticket system is monitored 24-7 with the maximum response time being only sixty minutes, so there will always be someone to assist you.