If you have purchased a hosting package and you have some queries regarding a given function/feature, or in case you have chanced upon a certain challenge and you require support, you should be able to get in touch with the respective client care staff. All web hosting providers use a ticketing system regardless of whether they offer other methods of contacting them apart from it or not, since the most efficient way to resolve an issue most often is to send a ticket. This mode of communication makes the responses sent by both sides simple to track and enables the customer support team representatives to escalate the case in case, for instance, an administrator should become involved. In the general case, the ticketing system is part of the billing account and is not directly linked to the hosting space, which suggests that you will need to use at least 2 different accounts to touch base with the support staff and to actually manage the hosting space. Incessantly switching between different accounts may be a headache, not to mention the fact that it takes lots of time for most hosting companies to respond to the tickets themselves.