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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 First: Click on Support Second: Click on Tickets when the drop…

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….

Hostwinds Client Area Overview

…totaling categories of all invoices 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…

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:…

How do I Cancel My Services?

…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 is the fastest option of the two. For further review on examining your ticket area, please review How To View An Open Ticket.   Option 2 is the…

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…

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

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. Customer Reply: A ticket marked as Customer Reply has just been replied to by you, and will be responded to by Hostwinds staff. On Hold: A ticket marked as On Hold…