Web hosting trouble ticket systems allow hosting companies and clients to exchange information in a secure environment. They can also be extremely frustrating for both the web host and the customer. Trouble tickets are easy enough to file, but unless you’re doing it right, you’re probably waiting longer than necessary for a resolution. Want to get your web hosting trouble tickets answered in one email? These tips will greatly increase your odds.
Use tools at your disposal FIRST!
Many hosts put up a server status page that shows clients whether their web hosting server is online or off. Other hosts have user forums on which they detail current technically difficulties, and give clients the latest information about what’s going on. Know how your host communicates with clients and look to these areas first! Also, check to make sure your website is really down.
Practice good etiquette
It’s tough not to be frustrated when your website is offline and you have no idea how your web host is working to resolve the problem. Even so, it’s important to practice good trouble ticket etiquette. Leave your frustration at the door when filing your ticket, calmly explaining the problem as succinctly as you can. While you may have one website that’s offline, remember that your host has thousands, and they’re just as up in arms as you are.
Don’t be the “wall of text” guy
We’ve all seen emails and forums posts that look like a giant wall of text. Trouble tickets that are devoid of punctuation, proper spacing or that drone on and on will appear like a giant wall of text to web hosting techs, and your ticket may get pushed aside for a time so they can deal with the easier to address questions.
Ask one question at a time
Bombarding your web hosting company with ten questions you’ve been meaning to ask them all at once, especially when they’re dealing with an emergency, will slow down response time. If you have an emergency, like a website that’s offline, inquire about that one issue only. Once that problem has been straightened out, you can go back and create a non-emergency ticket asking your other questions.
Using a few common sense guidelines will help you and your host communicate more quickly and efficiently.