The support ticket system is a fully featured ticket desk that allows you to handle all communication with your clients. Featuring threaded discussions, private notes, ticket flagging, varying priority levels, auto inactive ticket closing and much much more... Admins can be assigned on a per department basis so they have access only to the area they are meant to be dealing with.
- To setup departments, go to Setup > Support > Support Departments and click Add New Department.
- When creating a department you can enter a name and description to display to users. The email address will be used to send notifications relating to the ticket to clients and should be unique for each department..
- The Clients Only option defines if it's a clients only department thereby requiring a login to submit there - for example Sales would be a public department while Support might be set to clients only.
- The Pipe Replies Only option requires clients to login to the client area to open new tickets, attempts to open new tickets via email will not be successful. Tickets can still be responded to via email.
- You can also setup if no auto responder email should be sent when a new ticket is opened and whether it's hidden or visible; hidden departments can only be accessed via a direct link.
- The Feedback Request option defines whether or not an email request will be sent for a user to provide feedback for their support ticket experience. The results of the feedback emails can be reviewed via the Ticket Feedback Scoresand Ticket Feedback Comments reports.
- After creating a department, you need to assign yourself and other staff to it as appropriate in Setup > Staff Management > Administrators by editing the staff profile before you will be able to access that department in Support > Support Tickets
- For staff to receive email notifications of new tickets and client responses in a particular department, tick the Enable Ticket Notifications checkbox on the aforementioned page. Ticket attachments will not be emailed to staff.
- In order to have emails from users automatically import into the ticket system as tickets, you need to configure Email Piping.
The Ticket ListSupport Ticket Statuses section for more info on this.
Merging TicketsWhen using the merge ticket functionality, the following behaviors should be noted:
- A ticket will always merge into the "earliest" opened ticket. This is the one with the lowest ID in the database. This is the same whether merged inside a ticket or from the ticket list.
- Unless it already appears in the subject, the subject of the ticket will have [MERGED] appended in the client's language.
- The ticket status will take the status from the ticket that has received the latest reply.
- A ticket that has been merged will not appear in the ticket list anymore but accessing an old ticket URL will redirect to the appropriate ticket.
- Replying to an old ticket via email will also redirect the reply to the appropriate ticket after the merge.
- If you are merging tickets from multiple clients together, the client that had the oldest ticket would see the merged ticket in their client area.
Replying to a TicketGeneral Settings. The most common task when viewing a ticket is making a reply, and so this tab is open by default when entering a ticket, providing a large text area for a reply to be entered into. If a Support Ticket Signature is configured in your admin profile, it will be pre-populated into this field. Support ticket replies allow you to use both predefined replies, and insert links to KB articles automatically to make replying to common questions simple.
Merge FieldsSupport ticket replies support 3 automatic data merge fields - [FIRSTNAME] [NAME] and [EMAIL]. These are most commonly used in Predefined Replies (discussed later on) but can also be used in the custom messages you right if it's easier to insert the merge field syntax rather than the actual value itself.
Ticket MarkdownWHMCS supports Markdown formatting in ticket replies and notes. A convenient and easily accessible Markdown Guide is provided within the product accessible via the Help icon within the editor toolbar at any time.
Quoting a ReplyTo include a copy of a previous reply in your message, you can click the corresponding speech bubble icon next to the reply you want to quote and it will be automatically inserted to the message box using indentation to indicate it's quoted text.
File AttachmentsAttachments can be sent with a reply, and these will be automatically attached to the notification email sent to the client as well as being downloadable from the client area at any time. To attach a file, click the Browse button and select the file on your computer, the file will be uploaded to the attachments directory. Clicking the Add More link allows multiple files to be attached with a single reply.
Billing a ClientIt's also possible to create a billable item for a client upon replying to a ticket. This allows you to generate invoices, or log time spent on a ticket, in 1 single step for ultra convenience and time saving. Simply fill in the description, amount and invoice action in the Add Billing Entry section and it will be actioned when the reply is submitted.
Post Reply ActionThe Post Reply dropdown menu allows for the selection of the action to be taken upon clicking the Add Response button for example changing the ticket status and remaining in the ticket view or returning to the main ticket list.
Editing/Deleting a ReplyClient & staff ticket replies can be edited by clicking the Edit button next to a message. To delete a message from a ticket, simply click the red delete icon located to the top right of the message. Deleting the first message in a ticket will delete the entire ticket.
Predefined Ticket RepliesPredefined ticket replies are useful if you get asked the same questions repeatedly via support tickets. With a predefined reply, this can be loaded into the reply box when replying to a users ticket and modified as required to answer the users question.
Adding a Predefined ReplyTo setup a predefined reply, go to Support > Predefined Replies. You will need to configure categories and predefined replies in the same way as knowledgebase articles. As mentioned previously, you can have predefined replies automatically customised to a user using the merge fields [FIRSTNAME] [NAME] and/or [EMAIL] anywhere within the message.
Using a Predefined ReplyTo use a predefined ticket reply when replying to a users ticket click the "Insert Predefined Ticket Reply" link located immediately below the text area for entering your reply. A popup window will appear allowing you to select the reply you want to use and it will then be loaded into the reply message box once selected. The search field can also be used to find replies by title to save having to search through each category. You can then edit the reply as required to customise it to the user and then click Reply button as normal. Finally once the reply has been composed click the Add Response button to record the reply against the ticket. The client will be sent a notification email containing a copy of the message.
Admin NotesThe Add Note tab allows private staff-only messages to be recorded against a ticket. Clicking the tab provides a new text area into which the note can be typed, which upon submission will add the note and display it to all other admins viewing the ticket along with the staff member's name and date/time of adding. Customers do not get any notification of notes being added, and cannot see them.
Custom FieldsSupport departments can have custom fields setup on a per department basis should a department have specific needs. And so if any have been setup they will be displayed on the Custom Fields tab within the ticket.
OptionsThe options tab allows the attributes of the ticket to be modified. The department, subject, status and priority can all be changed. Sometimes it may be useful for additional people to receive copies of the email messages in this ticket, to achieve that enter their email addresses in the CC Recepients field. Multiple recipients can be entered in a comma separated list eg. email@example.com,firstname.lastname@example.org To change the client a ticket is assigned to adjust the Client ID value. If the client's name, company or email address is known start typing this into the field, an ajax list of the search results will appear. Click the appropriate client from the list to automatically fill in their Client ID. Two tickets can be merged together into one, the messages from both tickets will be arranged chronologically. In the Merge Ticket field enter the Ticket ID of the ticket to be combined, the newer ticket is merged into the older ticket. Flagging a ticket to another admin is useful if you want to bring the ticket to the attention of another staff member. Flagged tickets appear in a separate section at the top of the support ticket page to ensure they stand out from the main queue. The 'Support Ticket Flagged' email will also be sent to the user. N.B. Flagging a ticket to oneself will not send the flag email.
LogThe ticket log displays an audit trail of all the actions applied to this ticket such as department changes, tickets flaggings, adding of notes, changes of ownership and status changes.
Opening a New Ticket
Automated Knowledgebase Article Suggestions
Ticket Reply Ratings
- Ticket Ratings Reviewer - Allows you to filter based on specific star ratings and within a given date range
- Location of this functionality was changed in the 7.0 version of WHMCS
- This feature allows you to have support tickets automatically closed after a certain time of inactivity has passed.
- To set the length of time of inactivity before closure, go to Setup > Automation Settings > Support Ticket Settings > Close Inactive Tickets and enter the time in hours (for example 48 = 2 days)
- Tickets set to On Hold or In Progress are not closed automatically, only those set to Open or Answered
- When closing the ticket, the email template Support Ticket Auto Close Notification is sent to the user. You can customise that email in Setup > Email Templates as normal
Automated EscalationsThe status, department and priority of a ticket can be changed automatically after a set time. For more information refer to the Support Ticket Escalations page.
Allowed File AttachmentsSupport tickets and replies allow a file to be uploaded along with them for if the user needs to send you something or if you need to send the user something. The list of allowed file types is configured by going to Setup > General Settings > Support tab. By default, the allowed file types are .jpg, .gif, .jpeg, and .png (ie. image files). It is not possible to allow the user to upload PHP files due to the security risks this creates. You can add new allowed file types to the list such as .pdf, .zip, etc... Just add them into the allowed extensions field separating each allowed ending with a comma.
Ticket AttachmentsIf enabled under Setup > General Settings > Support tab thumbnail previews of any image attachments will be displayed beneath the ticket message itself:
Ticket WatchersAny admin level user with access to view a support ticket can elect to watch the ticket. Watching a ticket subscribes the admin user to email notifications of any replies, notes or changes made to the ticket options. To watch a ticket, simply click on the Watch Ticket button located in the admin area ticket sidebar. An email notification will be generating for any of the following actions:
- A client/end user posting a reply
- Another admin user posting a reply
- Another admin user posting a ticket note
- A change of ticket options by another admin user
- Ticket being assigned to your admin user
- A closure of the ticket by the client/end user
Ticket Collision DetectionCollission detection prevents you from replying to a ticket or making changes when the status of a ticket has changed since you originally opened it.
- Change of department
- Change of assignment/flagged user
- Change of priority
- Change of status
- Submitting a reply
- Making a change to the ticket options
- Ticket Subject
- Ticket Priority
- Assigned Client
- Assigned Admin User
- CC Recipients
- Last Reply Time
- Ticket Status