If you’ve purchased a web hosting plan and you have some queries connected to a concrete function/feature, or if you’ve bumped into a certain obstacle and you need help, you should be able to contact the respective customer support staff. All web hosting providers use a ticketing system irrespective of whether they provide other methods of contacting them apart from it or not, since the quickest way to handle a problem most often is to submit a ticket. This form of correspondence renders the responses exchanged by both sides simple to follow and allows the customer support engineers to escalate the case in case, for example, a sysadmin should intervene. Most often, the ticketing system is not directly linked to the hosting space and is part of the billing account, which goes to say that you will have to use no less than two separate accounts to touch base with the customer care team and to actually administer the hosting space. Constantly signing in and out of different accounts may sometimes be a nuisance, not to mention the fact that it takes quite a while for the majority of hosting providers to respond to the tickets themselves.
Integrated Ticketing System in Shared Web Hosting
The ticketing system that we’re using for our shared web hosting is not separate from the web hosting account. It is an indivisible part of our all-embracing Hepsia hosting Control Panel and you will be able to access it at any given time with only a few clicks, without having to log out of your account. The ticketing system offers a quick-search box, so you can track down practically any support ticket that you’ve already opened, if you need it. Furthermore, you can read knowledge base articles that belong to various problem categories, which you can select, so you can find out how to handle a particular problem even before you open a ticket. The response time is no more than 60 minutes, which means that you can receive swift assistance at any given time and if our customer service team suggests that you do something inside your hosting account, you can do it instantly without signing out of the Control Panel.