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How to Manage Tickets in WHMCS

…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 a ticket that only WHMCS users can see. To do this, o nce you are in the Ticket, you can select the…

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 First: Click on Support Second: Click on Tickets when the drop down menu appears…

How To Setup and Configure WHMCS Support

…on tickets. On this main page, you’ll find a list of existing rules with buttons next to each to allow editing or removal of the rules. Adding a New Rule To add a new escalation rule, simply click the Add New Rule button and fill out the following form: Name: The name of the rule. Departments: Specifies which departments this rule applies to tickets for. Statuses: Specifies which statuses this rule applies to tickets for. Priorities: Specifies which priorities this rule applies to tickets for. Time Elapsed: Specifies the minutes since the last reply for tickets this rule applies to. Department:…

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:…

Hostwinds Client Area Overview

…  Billing  – Management options for billing categories Helpful Billing Related Articles: Hostwinds My Invoices Section How Do I Pay My Invoice? How Does Hourly Billing Work? Does Hostwinds Support Automatic Payments? Support Section From going to 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…

Ticket Status

When visiting your ticket status page through your Hostwinds Client Area by going to Support > Tickets in the menu bar, you’ll notice a ticket status column that indicates the Status of your tickets. We’ll visit each status and explain what it means in a bit more detail. Ticket Statuses Open: A ticket marked as Open has just been opened and hasn’t been assigned to Hostwinds staff yet. This should change to On Hold soon after the ticket is filed when it is assigned to a memeber of the support staff. Customer Reply: A ticket marked as Customer Reply has…

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 First: Click on Support Second: Click on Tickets when the drop down menu appears Third: Click on Open on the left side of the screen in the View section Fourth: Click on the Subject of the ticket   What do all of the columns mean? Number: This is the Ticket Number to reference if calling Hostwinds or contacting us…

How To cancel services using a mobile phone or tablet

…respond to the automatically generated cancellation request. Option 1: Your primary registered email on file with Hostwinds will receive an email of the ticket that was created. Replying via the email will respond to the cancellation. Option 2: Every registered account has access to view all tickets ever created. By clicking on Open A Ticket at the top of Hostwinds, you will be presented an option on the left hand side titled My Support Tickets. From this area, you can click on your cancellation ticket, click reply, and provide your response. This will update the ticket as requested and generally…

Performing System Cleanup With WHMCS

…To do this, you would enter in the Date that you want to start keeping mails from, or Select the Calendar to open the Calendar dialog. Then click Delete. Prune Old Attachments This one is a bit more risky, as this will remove attachments that have been added to tickets. This includes any screenshots or other files that may have been uploaded to tickets by your clients, or even staff. To remove the attachments from before a certain date, enter in the Date you want to keep from, or click the Calendar to use the Calendar dialog, then click Delete….