Every maintenance plan client at WPM has access to our Support Panel — a technical support system that ensures simple and transparent communication with our team. Built on the Jitbit HelpDesk platform, the system connects all tickets, responses, and solutions into a single, efficient process.

How the WPM Support Panel Works

Clients can submit an issue or request a change in two ways: by emailing support@wpm.si or directly through the form on our support portal. Each submission is automatically converted into a ticket, which the system categorizes by priority, type, and status. This ensures every task has a clear path from submission to resolution.

Users can track ticket progress, add comments or attachments, and close a ticket themselves once they’re satisfied with the solution. Transparency and traceability are the core values of our approach — every piece of communication remains logged and accessible.

Advantages of Our System

The Support Panel enables fast and coordinated teamwork. When a ticket arrives, it’s immediately assigned to the right team member. Critical issues (such as a non-functional online store) receive priority handling and are usually resolved within hours, while smaller tasks follow the standard 12-hour response model.

Key advantages include:

• Centralized communication – all interactions and request history in one place;
• Fast priority assignment – each ticket is tagged according to urgency;
• Statistics and analytics – insight into response times, ticket volume, and team performance;
• Easy ticket closure – clients confirm resolution, and the ticket is automatically archived.

A Minor Drawback: Everyone in CC Gets Notifications

The only minor downside we’ve noticed is that everyone included in CC during communication receives email notifications. In some cases, this may result in more emails than necessary. However, most clients agree that greater transparency is well worth a few extra messages.

Support Statistics: 2025 in Numbers

This year, we processed 5,974 tickets, with an impressive 99.6% resolution rate. The average response time was 4 hours and 49 minutes, and the average resolution time was 11 hours and 37 minutes. This means most requests are resolved the same day — fully aligned with our response model. For comparison, in 2024 there were 5,816 tickets, all resolved, but with an average resolution time of almost 20 hours. The statistics clearly show that our system performance in 2025 has improved even further — faster resolutions and more tickets closed in less time.

What This Means for Our Clients

For clients, this translates into one thing: peace of mind. Thanks to continuous monitoring and a structured workflow, you can expect:

• a response within hours (often within one),
• clear status updates on every ticket,
• a full record of completed work,
• and a team that knows your website inside out.

Our system is more than just a communication tool — it’s the foundation of trust between our team and our clients. Every ticket is proof that WPM delivers on its promise of responsiveness — day after day, all year long.

Conclusion

The WPM Support Panel is the backbone of our maintenance model. It ensures that no request goes unnoticed, response times remain short, and clients have full insight into our team’s work. This year’s statistics prove that the system works — better than ever.

If you’re not yet a WPM maintenance client, check out how our responsive model can protect and enhance your WordPress website.