How to Manage Tickets in WHMCS

specific user.   Viewing Support Tickets You can view tickets by going through the Support Dropdown or through the Client’s summary Page     You will then be brought to a page where you can view all of your open tickets   View Tickets From The Client Summary If you are in the Client’s Summary you can view their tickets by selecting View all Support Tickets in Other Actions     If you go through the client summary, you will be shown only that client’s tickets   Adding a Note To A Ticket You can add a private note to…

How To Use WHMCS Support Tickets

been filled out all that needs to been done is that you open the ticket button   Managing Support Tickets Using WHMCS Merge a ticket To merge a ticket you simply need to go to the ticket display.     Choose two tickets that you want to merge.     After you click the “merge” button the two tickets will be merged.     After words the two tickets will have merged into one and this is useful if you have multiple open tickets from the same client or duplicate tickets that are opened     Close a Ticket Simply…

View Past Tickets

Your past tickets are available in your Hostwinds’ client area to view at any time. We encourage all of our clients to submit a ticket so that we can quickly and easily find a history of communications we have had the pleasure of having with you. This is a great way for clients and our staff to review previous communications you have had with Hostwinds and to utilize as a reference just in case the same question comes up at a later time.   How To View Past Tickets   Click on Support Click on Tickets when the drop down…

How To Setup and Configure WHMCS Support

…following form and click Add New Department.     Department Name: The name of the department. Description: The description of the department. Email Address: The email address for the department. Assigned Admin Users: Specifies which admins belong to the department. Clients Only: Specifies if only registered clients can create tickets to this department. Pipe Replies Only: Enabling this forces it so that tickets can only be made from the client area. No Autoresponder: Enabling this disables the autoresponse message on new tickets. Feedback Request: Enables sending the client a feedback rating/review request when a ticket to this department is closed….

Why Does Hostwinds use a Ticketing System

…system this ensures that everyone is accountable for any request that is made and any actions taken to complete requests. We are extremely dedicated to helping you, and this dedication generally shows through our technicians in all that they do. It is to that end that we have a policy that all tickets are subject to managerial review.   Efficiency As mentioned earlier we strive to be as efficient as possible when providing support for our clients. By using a ticketing system this helps ensure that all of our client’s requests are processed in a timely manner in the order…

Hostwinds Client Area Overview

…Section How Do I Pay My Invoice? How Does Hourly Billing Work? Does Hostwinds Support Automatic Payments?   Support Section Hostwinds Support > My Tickets will quickly take you to your ticketing area, a page similar to this:     View – List of categorized types of tickets My Support Tickets – All archived tickets, open or closed, will be available here Support – Quick navigation to support tickets, knowledgebase archive, downloads, and opening another ticket   Helpful Support Related Articles: Hostwinds Tiers of Support Why Isn’t Support Answering My Emails? Ticket Status View Open Ticket View Past Ticket  …

How To Personalize WHMCS for your Company As A White Label Reseller

…setting for the support and ticketing modules.   Support Module: Allows specification of what support module to use. Support Ticket Mask Format: Allows specification for what format ticket numbers will be generated in. Ticket Reply List Order: Specifies default sort order for tickets by time since last reply. Ticket Reply Email Limit: Specifies how many emails per 15 minutes may be sent by ticket replies. Show Client Only Departments: Enabling shows client only departments to guests (not logged in visitors). Client Tickets Require Login: Enabling requires clients to be logged in to view tickets assigned to that client. Knowledgebase Suggestions:…

Ticket Status

simply by replying to it. This will put it back in On Hold status   Related Articles View Past Tickets – View all of your past tickets How to Submit a Support Ticket – Instructions for how to submit a new support ticket to Technical Support, Billing or Sales. This is also where any migration requests can be submitted once you have purchased your new web hosting service Why Does Hostwinds use a Ticketing System – Important information on why Hostwinds uses a ticketing system View Open Ticket – Instructions for how to view open tickets you have with Hostwinds…

How to Create A Support Department in WHMCS

…you had to send a first response to the ticket, instead of having an auto generated message to confirm the ticket has been submitted, check this box. Feedback Requests – After the ticket is closed this allows the client to give a rating and commentary on the service Hidden? – You would select this if you wanted tickets from this department to be hidden from the client, such as interdepartmental fixes or account information you don’t wish to give the client access to.     You must have an existing user assigned to the department before you can submit tickets

View Open Ticket

Your Open Tickets are available in your Hostwinds’ client area to view at any time. You must be logged in to view any open tickets and the entire ticket history can be seen at any time by opening your ticket.   How To View an Open Ticket   Click on Support Click on Tickets when the drop down menu appears Click on Open on the left side of the screen in the View section Click on the Subject of the ticket What do all of the columns mean?   Number – This is the Ticket Number to reference if calling…

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