Integrated Ticketing System

What's an integrated ticketing system and what are the benefits of employing one? How is it different from other forms of customer support?

There are a number of ways to get in touch with the web hosting company whose services you’re using, but the one that you will always find no matter which company you opt for is a trouble ticket system. It’s the easiest means of communication for a number of reasons. If no customer care team member is available at the moment and they’re all engaged, a phone call may not be replied to, but a ticket will invariably be received. In addition, you can copy and paste extensive pieces of information without worrying about typing mistakes, and in case a certain issue needs more time to be resolved or a number of replies need to be exchanged, all the information will be in the same place, so each party can always see the comments left by the other one. The negative side of using tickets to get in touch with your web hosting provider is that they’re often separate from the web hosting platform, so if you need to supply info or to adhere to guidelines, you’ll need to use no less than two separate interfaces and this number might increase if you wish to administer multiple domains. In addition, many web hosting companies respond to tickets after hours, or even once in every 24 hours, and for you as a client, this means wasted time while waiting for a response.

Integrated Ticketing System in Cloud Hosting

The ticketing system that we’re using for our cloud hosting is not separate from the web hosting account. It’s included in our all-in-one Hepsia Control Panel and you will be able to visit it whenever you wish with just a couple of clicks of the mouse, without ever leaving your account. The ticketing system offers a quick-search box, so you can track down de facto any support ticket that you’ve posted in the past, if you need it. Additionally, you can read knowledge base articles that belong to various problem categories, which you can choose, so you can find out how to handle a given issue even before you submit a ticket. The ticket response time is maximum 60 minutes, so you can receive swift assistance at any specific moment and if our tech support team suggests that you do something inside your account, you can do it right away without logging out of the Control Panel.