Support quality is the primary reason clients stay with a hosting company or leave it. Price is secondary. When a client’s website is down, what they need is fast, helpful support. The system you use to deliver that support shapes how effective you can be.
How the MHM Ticket System Works
Clients open tickets directly from their client area using the same login as the rest of their account. No separate helpdesk URL, no separate account. The ticket form includes subject, description, priority level and optional file attachment. Once submitted, the client sees their ticket immediately with a unique reference number.
The Admin Side
From the MHM admin panel at /admin/tickets/ you see all open tickets ordered by priority and date. Each ticket shows client name, subject, status and time since last update. High and Critical priority tickets are visually distinguished. Staff can reply, change status and escalate priority. Replies trigger email notifications automatically.
What Is Not Included
The MHM ticket system does not include email-to-ticket, live chat, or advanced SLA monitoring with automatic escalation. These are enterprise helpdesk features. For most independent and growing hosting companies the built-in system is entirely sufficient.
The Knowledge Base
MHM includes a knowledge base section where you can publish articles addressing common questions, reducing your support volume on repeat issues. See the full MHM Theme feature list.
