Ticketing system for end customers improved
During the winter months our developers worked on improving the clients’ ticketing system. And, finally, their hard work is now complete. For the past few weeks, clients using our Web Hosting Control Panel available with the shared web hosting accounts and the Semi-Dedicated Servers, as well as clients using our Billing Manager available with the Virtual Private Servers and the Dedicated Servers, have worked with the new ticketing system and the feedback has been good.
What are the improvements?
The main improvement is the great number of how-to articles written by our support team. They will try to answer some of the most common problems in detail, giving the user the needed information about a specific problem.
Another novelty is that the process of opening new support tickets has been divided into 3 steps.
In the first step you have to specify a category that matches the nature of your problem. You can use the handy drop-down menu to do that.
Once you have selected the category, you will be presented with a list of the most highly ranked articles, rated by other users.
The articles written by our support team are based on the most common questions, or on questions, which need a better and more detailed explication. This way, our technicians will have more time to deal with more complex support tickets and provide much better answers.
If a client can’t find the answer to their question in the presented articles, they can open a support ticket, stating the particular problem.
We still have a 1-hour response time guarantee for all support tickets.
Originally published Thursday, April 8th, 2010 at 2:52 pm, updated April 12, 2010 and is filed under Latest News, The Free Reseller Program.
Tags: shared web hosting, support, knowledgebase