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How To Setup and Configure WHMCS Support

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WHMCS gives you a wide variety in options for the support you provide to your clients. This article goes over the options and some basic setup of the support options available in WHMCS.

The support options can be found under Setup -> Support -> and then the sub category you want to access.

Support Menu

Support Departments

This page lets you view, add, edit, and remove different departments your clients can reach out to for support.

Support Departments

Add a New Support Department

To add a new support department, simply click the Add New Department button, fill out the following form and click Add New Department.

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.
  • Hidden: Specifies if this is a hidden department.
  • POP3 Importing Configuraition: Configuration for POP3. Only needed if using the POP3 Import method.
    • Hostname: Hostname for the mail server.
    • POP3 Port: Port for POP3 on the server.
    • Email Address: Email address for login to mail server.
    • Email Pass: Password for login to mail server.

Editing an Existing Support Department

Edit

To edit an existing department, click the Edit  button next to the department you want to edit. You will be presented with the same form as when adding a new department. However, there is also a tab to manage custom fields on the department. Simply add, remove or adjust any custom fields you need on the department and click Save Changes.

Edit Support Department Custom Fields

  • Field Name: The name of the field.
  • Display Order: Position to display this field within list of all custom fields.
  • Description: Description of the field.
  • Validation: Specifies regular expression to use for input validation.
  • Select Options: Specifies the available options of a dropdown list. Only applicable for dropdown lists. Separate items with commas (,).
  • Admin Only: Specifies if the field is for admin use only.
  • Required Field: Specifies if the field is required.

Ticket Statuses

This section lets you customize the statuses your support tickets can be set as, and how tickets with each status appear within the ticketing system.

Ticket Statuses

Adding a New Ticket Status

To add a new ticket status, simply fill out the form at the bottom of the page with the configuration you want, and click Save Changes.

  • Title: The title of the status.
  • Status Color: The color the status text appears as.
  • Include in Active Tickets: Specifies whether the status should be considered as an active status.
  • Include in Awaiting Reply: Specifies whether the status should be considered as an awaiting reply status.
  • Auto Close?: Specifies whether the ticket should auto close.
  • Sort Order: Specifies the order/priority a ticket with this status should have in the ticketing system. The lower the number, the higher the priority.

Editing an Existing Ticket Status

Edit

All ticket statuses are available to edit, by clicking the Edit  button. This will fill the form at the bottom with the configuration for that status. Simply adjust the values as needed and click Save Changes.

Removing an Existing Ticket Status

Remove

To remove a ticket status from the system, simply click the Remove  button next to the status you want to remove.

The OpenAnsweredCustomer-Reply, and Closed statuses cannot be removed.

Support Ticket Escalations

This page lets you specify rules to trigger automatic escalation on tickets.

Support Ticket Escalations

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:

Add New Rule

  • 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: Specifies any change in department you want made in the escalation.
  • Status: Specifies any change in status you want made in the escalation.
  • Priority: Specifies any change in priority you want made in the escalation.
  • Flag To: Specifies any admins you want the ticket to be flagged to in the escalation.
  • Notify Admins: Specifies if any or all admins should receive a notification email on the escalation.
  • Add Reply: Specifies the text to auto-reply to the ticket with in the escalation. Leave blank for no reply.

Support Ticket Spam Control

This page lets you specify rules to block tickets based on the sender, subject, or matching phrases in the body of the ticket. There are three tabs to list each type of blocking, with buttons to remove each entry.

Support Ticket Spam Control

Adding a New Spam Control

To add a new spam control filter, simply use the fields at the top of the page to select the type of filter and what value it should look for matches for, then click Add New Spam Control.