WHMCS Documentation - User contributions [en]

Reseller License Manager

2021-07-12T19:57:23Z

Nathan:

''' - Addon Name:''' Reseller License Manager<br />
''' - Latest Version:''' 4.0.5<br />
''' - Release Date:''' 8nd July 2021<br />
''' - Compatible With:''' WHMCS 7.3 and later. Latest WHMCS 8.x is recommended.

The WHMCS Reseller License Manager is an add-on designed for members of the WHMCS Reseller Program.

The add-on integrates with WHMCS to provide a drop-in solution for managing, issuing and assigning licenses to customers.

Functionality includes:

* Ability to view all license keys within your account
* Ability to associate license keys with customers products & services
* Automated license key issueing and assignment to new customer signups
* License key management including reissues, upgrades, reserving and cancellation
* Ability to provision new licenses
* Client limit status visibility and automated email notifications/upgrades

==Download==

To download the add-on, visit the Reseller Portal located within our Members Area at the url below.

https://www.whmcs.com/members/reseller

==Installation==

To install the add-on, follow the steps below.

# Download the latest add-on files from https://www.whmcs.com/members/reseller
# Unzip the zip file download to a directory on your computer
# Upload the files to the ''~/modules/addons/whmcslicenses/'' directory within your WHMCS installation
# Login to the admin area and navigate to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Addon Modules''' or, prior to WHMCS 8.0, '''Setup > Addon Modules'''.
# Locate '''WHMCS License Manager''' in the list of Addon Modules and hit the Activate button
# Ensure your administrator role group is granted permission to access the add-on and hit Save.

Now visit '''Addons > WHMCS License Manager''' to verify the installation was successful.

Enter your registered Email Address and API Key for the Reseller API on the splash screen shown.
[[Image:whmcslicenses_splash.png|900px|WHMCS Licenses Splash Screen]]
<div class="docs-alert-info">If you do not have a Reseller API Key yet, visit https://www.whmcs.com/members/reseller to generate one</div>

==Upgrading==

To upgrade the add-on to a newer version, follow the steps below.

# Download the latest add-on files from https://www.whmcs.com/members/reseller
# Unzip the zip file download to a directory on your computer
# Upload the files to the ''~/modules/addons/whmcslicenses/'' directory within your WHMCS installation, overwriting all existing files

Login to your WHMCS admin area and visit '''Addons > WHMCS License Manager''' to complete the update process and access the addon.

==Usage==
===Getting Started===
====Bundled Offering====

A bundled offering allows you to include a WHMCS license free of charge when certain products are purchased. For example with a Reseller Hosting Package.

To configure bundled offerings, follow the steps below:

# Navigate to '''Addons > WHMCS License Manager'''
# Click ''Automation Setup''
#:[[File:whmcslicenses_bundled_offering.png|thumb|WHMCS Licenses Bundled Offering]]
# Under the Bundled Offering section, select the products you wish to be issued with free licenses upon their initial purchase. You can choose between issueing a Starter or Plus license as a bundled license. No fee will be billed to the customer for a bundled license.
#* Each product can only be assigned to a single license type.
#:[[Image:whmcslicenses_paid_addons.png|thumb|WHMCS Licenses Bundled Offering]]

====Paid Add-On Purchase====

A paid add-on offering allows you to offer a WHMCS license as an optional extra Product Addon during the initial order flow.

To configure a paid add-on offering, follow the steps below.

# Navigate to '''Addons > WHMCS License Manager'''
# Click ''Automation Setup''
# Under the Paid Add-on Purchase section, you will see a list of Product Addons that are currently configured to provision a WHMCS license key upon purchase.
# If you see a Product Addon for the license type you wish to offer, simply click into it and modify the Applicable Products to include the product or products you wish for it to be offered with.
# If you do not see an existing Product Addon for the license type you wish to offer, you can create one by navigating to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Product Addons''' and creating a Product Addon, ensuring to select 'WHMCS License Reselling' as the module.
# Alternatively, the button labelled "Create Missing License Products" on the Automation Setup tab can be used to create Product Addons for all the available WHMCS license types.

===Settings===
[[Image:whmcslicenses_settings.png|900px|WHMCS Licenses Settings]]
====Client Upgrades====
Enable this option to allow your clients to receive an email when they are approaching, or exceeded, the client limit for their license product. The client will be able to place an order for an upgrade to the next available license tier.

====Notify Clients Approaching Limit====
<div class="docs-alert-info">Only available when Client Upgrades are disabled.</div>

Enable this option to send clients an automated email notification when they reach the approaching client limit warning level.

====Approaching Limit Email====
<div class="docs-alert-info">Only available when Client Upgrades are disabled.</div>

Select the email template to be sent when the above option is enabled. Default: WHMCS License Client Limit Imminent. The email template can be edited via '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Email Templates''' or, prior to WHMCS 8.0, '''Setup > Email Templates'''.

====Notify Clients At Limit====
<div class="docs-alert-info">Only available when Client Upgrades are disabled.</div>

Enable this option to send clients an automated email notification when they reach the client limit.

====At Limit Email====
<div class="docs-alert-info">Only available when Client Upgrades are disabled.</div>

Select the email template to be sent when the above option is enabled. Default: WHMCS License Client Limit Reached. The email template can be edited via '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Email Templates''' or, prior to WHMCS 8.0, '''Setup > Email Templates'''.

====Check for Unassigned License Keys====
Enable this option to find the first unassigned license key already active within your reseller account on module provision. When enabled, this option can slow down provisioning if a large number of licenses are active in your account.

==Automated Upgrade Flow==

Version 4.0 and later includes a self-serve automated license upgrade process for end users.

When a license key reaches or exceeds the client limit, customers will receive an email containing a link to upgrade their license. Upon following this link, end users will be presented with a page itemising their current license, the new license type required based on the active clients, and the cost difference for the upgrade.

[[File:whmcs-rlm-upgrade-preview.png|800px]]

Upgrade costs are calculated on a prorata basis, calculated by billing the new product price for the number of days between today and the next due date, with a credit applied for the days remaining until the next due date at the current product price.

If the customer selects to continue, an invoice is generated and can be paid using any available payment gateway. Upon payment being completed successfully and the payment applied to the invoice, the license key will be upgraded instantly.

[[File:whmcs-rlm-upgrade-invoice.png|800px]]

Invoices will remain in an Unpaid status for up to 24 hours. If it remains unpaid after that time, the invoice will be automatically cancelled and the upgrade link should be followed again to see the revised upgrade price calculation and generate another invoice if desired.

Prices for the upgrade are taken from the pricing configured in your Product Addons for WHMCS license types. To ensure upgrades can be performed for all license tiers, it is important to ensure you have a Product Addon for each tier of license available for WHMCS.

The Automation Setup page provides a list of Product Addons that exist for each tier of WHMCS license. A button to auto-create Product Addons for any license tiers for which you do not currently have an addon product setup is also available here.

== Changelog==
===v4.0.0===
* Performance improvements should make pages within the addon faster to load
* A new provisioning module is now included for the provisioning and management of WHMCS Licenses and should be assigned to all product addons used for WHMCS licenses.
* All existing addons for WHMCS licenses have been automatically updated to use the new module.

* The Automation Setup page has been updated to simplify the process of configuring products which should include a free WHMCS license.

* For WHMCS licenses offered as a paid optional extra, these should now be configured via the native Product Addons UI, the same as with any other addon products.

* This release includes a new self-serve automated license upgrade process for your customers. This functionality replaces the current Client Notification settings.
* When a license key reaches or exceeds the client limit, customers will receive an email containing a link to upgrade their license.
* Upgrade costs are calculated on a prorata basis, based on the prices defined in your Product Addons for WHMCS licenses.
* To ensure upgrades can be performed for all license tiers, it is important to ensure you have a Product Addon for each tier of license available for WHMCS.
* The Automation Setup page provides a list of Product Addons that exist for each tier of WHMCS license.
* A button to auto-create Product Addons for any license tiers for which you do not currently have an addon product setup is also available here.
* Existing WHMCS license addons without pricing configured have been automatically set to the Recommended Retail Price. This is to enable automated upgrades. You can modify prices via the Product Addons page.
* The self-service upgrade functionality can be disabled within the Settings tab if desired.

* A 'Migration License Product' Product Addon is created and assigned automatically for any WHMCS licenses that were previously assigned using the 'custom addon' functionality. If no custom addons existed, this migration product will not have been created.

===v4.0.1===
* RLM-62 - Add backwards compatibility for WHMCS v8.1 and earlier

===v4.0.2===
* RLM-63 - Correct Trait automatic loading

===v4.0.3===
* RLM-64 - Ensure correct addons are associated with the WHMCS License Reselling Module

===v4.0.4===
* RLM-66 - Show license key custom field when viewing the addon details in the client area

===v4.0.5===
* RLM-67 - Correct exception when manually assigning licenses
* RLM-68 - Resolve connection issue for WHMCS v7.10
* RLM-69 - Correct cancellation of addon service when cancelling license

===v4.0.6===
* RLM-70 - Resolve uncaught exception on manual license assignment

Long Term Support

2020-12-29T15:32:44Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status

|-
| 8.1 || November 2020 || December 31st, 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 8.0 || August 2020 || September 30th, 2021 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.10 || April 2020|| April 30th, 2021 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.9 || November 2019 || December 31st, 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.7 || January 2019 || January 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 29th December 2020''

Editing Client Area Menus

2020-11-24T22:46:45Z

Nathan: /* Add a social media panel to the end of the sidebar */

WHMCS version 6 introduces a programmatic way to interact with the client area navigation and sidebars through hooks and modules.

<div class="docs-alert-warning"><strong>In a hurry?</strong> We have made available two guides containing copy & paste ready code samples for common customisations performed to the dynamic navigation and sidebar menus.
* [[Client Area Navigation Menus Cheatsheet]]
* [[Client Area Sidebars Cheatsheet]]
</div>

=Menu structure=

The client area's navigation and sidebars are defined in a tree structure of [http://docs.whmcs.com/classes/classes/WHMCS.View.Menu.Item.html menu item objects]. Each menu item has one parent item and can have many child items. The only menu item with no parent an invisible root item that is not displayed on the page.

==Navigation bars==

Navigation bars consist of the invisible menu root with children representing every item displayed in the navigation bar. Each of these items may have their own child items. These child items are rendered as that navigation bar item's dropdown menu.

* ''Navigation bar root Item''
** navigation item
** navigation item
*** dropdown item
** navigation item
*** dropdown item
*** dropdown item
*** dropdown item
** navigation item

Navigation bars are displayed on every page in the client area, but their contents may change if a client is logged in or not. For instance, the navigation bar may show login and password recovery links if a user isn't logged in.

==Sidebars==

Like the navigation bar, the sidebars in WHMCS begin with an invisible menu root, but each child represents an individual panel in the side bar. Each panel item is rendered as an item within the panel in the WHMCS client area.

* ''Sidebar root Item''
** panel
*** panel item
*** panel item
*** panel item
** panel
*** panel item
*** panel item
** panel
*** panel item
*** panel item
*** panel item

Sidebars help provide context for the data displayed on the page. Different pages in the client area may have different sidebar items. For example, a page to view an account may contain sidebar links to view that client’s open tickets or unpaid invoices.

=Menu layout=

==Desktop mode==

[[Image:Desktop mode.png|thumb|The WHMCS 6.0 client area layout in desktop mode]] There are two navigation bars in WHMCS’ client area. The primary navigation bar contains the bulk of the menu and floats to the left of the secondary navigation bar. The secondary navigation bar contains user-specific items and changes if a client is logged in to WHMCS. When a client is not logged in then the secondary navigation contains a login link, and when a client is logged in then the secondary menu contains links to the client’s account.

Likewise there are two sidebars on every client area page. The primary sidebar is displayed above the secondary side bar on the left side of the page. Sidebar content varies per page, though the primary sidebar typically displays information directly relevant to the page content while the secondary sidebar usually contains more general links.

<div style="clear: both"></div>

==Responsive mode==

[[Image:Responsive mode.png|thumb|The WHMCS 6.0 client area layout in responsive mode]] Responsive mode is activated when WHMCS’ client area is viewed on a smaller screen device such as a phone or tablet. WHMCS rearranges the page layout in responsive mode for best display on mobile devices.

In responsive mode the primary and secondary navigation bars are displayed above the primary sidebar, followed by the page’s content with the secondary sidebar displayed at the bottom of the page.

<div style="clear: both"></div>

=Menu items=

Menu items are modeled in code by the [https://docs.whmcs.com/classes/7.6/WHMCS/View/Menu/Item.html <tt>\WHMCS\View\Menu\Item</tt>] class. These objects contain all of the information needed to render that menu item within a template, including their parent and child menu item relationships. Menu items can have the following aspects:

* A single parent item
* Multiple optional child items
* A name used to internally refer to the menu item
* A label to display when the item is rendered to the page. If no label is defined, then WHMCS render's the menu item's name
* A URI to link to when the user clicks or taps on a menu item
* An optional icon displayed to the left of the label. WHMCS has access to both the [http://getbootstrap.com/components/#glyphicons Glyphicons] and [http://fortawesome.github.io/Font-Awesome/ Font Awesome] libraries.
* An optional badge displayed to the right of the label, usually used for contextual information, such as the number of tickets in a status next to that statuses' name
* The order that a menu item is displayed in its parent's list of children.

=Menu item arrangement=

==Navigation bars==

[[Image:Navbar item.png|thumb|A client area navigation bar item represented as menu item properties.]] This diagram represents an individual menu item in the navigation bars. All of the menu item’s children are rendered as dropdown menu items. All menu items are rendered with icons to the left of a link to the menu item’s URI followed by the menu item’s badge.

<div style="clear: both"></div>

==Sidebars==

[[Image:Sidebar panel.png|thumb|A client area sidebar panel represented as menu item properties.]] This diagram represents an individual menu item in the sidebars. Unlike the navigation bars this menu item renders a panel in the side bar. Items in the panel rendered by the menu item’s children. Note how body and footer HTML content are also rendered around sidebar panel items. All menu items are rendered with icons to the left of a link to the menu item’s URI followed by the menu item’s badge.

<div style="clear: both"></div>

=Interacting with menus=

==Hooks==

WHMCS 6.0 introduces a number of hooks to allow menu interaction before they’re sent to the template renderer. Use WHMCS’ <tt>add_hook()</tt> function to call custom code when WHMCS reaches these hook points during page generation.

* '''ClientAreaPrimaryNavbar'''
** Called prior to rendering navigation bars.
** Passes the primary navigation bar object to the hook function.
* '''ClientAreaSecondaryNavbar'''
** Called prior to rendering navigation bars.
** Passes the secondary navigation bar object to the hook function.
* '''ClientAreaNavbars'''
** Called prior to rendering navigation bars.
** Passes no parameters to the hook function.
* '''ClientAreaPrimarySidebar'''
** Called prior to rendering sidebars.
** Passes the primary side bar object to the hook function.
* '''ClientAreaSecondarySidebar'''
** Called prior to rendering sidebars.
** Passes the secondary side bar object to the hook function.
* '''ClientAreaSidebars'''
** Called prior to rendering sidebars.
** Passes no parameters to the hook function

==Direct Access==

WHMCS allows direct manipulation of menu objects outside the hooks system for modules and other custom code that don’t use the hooks system. The built-in <tt>Menu</tt> class is an alias to an object repository that can retrieve all of WHMCS’ menu objects. Please note that if the menu isn’t generated by the page yet then an empty menu structure may exist that is overwritten by normal page generation. WHMCS recommends using the hooks system to interact with menus.

The <tt>Menu</tt> class has four static methods to retrieve menus:

* ''Item'' '''Menu::primaryNavbar()'''
** Retrieve the primary navigation bar.
* ''Item'' '''Menu::secondaryNavbar()'''
** Retrieve the secondary navigation bar.
* ''Item'' '''Menu::primarySidebar()'''
** Retrieve the primary sidebar.
* ''Item'' '''Menu::secondarySidebar()'''
** Retrieve the secondary sidebar.

WHMCS employs a number of pre-built sidebars in its built-in pages. These side bars are available to hook and module developers through the <tt>Menu::PrimarySidebar()</tt> and <tt>Menu::SecondarySidebar()</tt> methods. Call either of these methods with the name of the sidebar as the first parameter to retrieve the pre-built sidebar. WHMCS will build the side bar if it isn't already defined. See the table below for the currently defined pre-built sidebars and which pages they are used on.

==Context==

WHMCS’ menus, especially the sidebars, render information specific to the page in the client area that’s being accessed by the user. For instance, client information is passed to '''Account > My Account''' or, prior to WHMCS 8.0, '''My Account'''. Ticket information is passed to the “view ticket page”. This data is passed to menu item objects as context. Context can be any PHP object or data type. The <tt>Menu</tt> class has two static methods for setting and retrieving context items:

* ''void'' '''Menu::addContext(string $key, mixed $value)'''
** Add $value to the menu context at the key $key, overriding existing values.
* ''mixed|null'' '''Menu::context(string $key)'''
** Retrieve the menu context at $key or null if no context exists at the key.

{| class="wikitable"
|+ Pre-set sidebars used per page
|-
! Sidebar name
! Pages used on
! Context
|-
! affiliateView
|
* <tt>affiliates.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
|-
! announcementList
|
* <tt>announcements.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
* ''[[collection]] of [https://github.com/briannesbitt/Carbon \Carbon\Carbon]'': '''monthsWithAnnouncements'''
** The past ten months in which announcements have been published.
|-
! clientAddFunds
|
* <tt>clientarea.php?action=addfunds</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
|-
! clientRegistration
| <tt>register.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''[[collection]] of [http://docs.whmcs.com/classes/7.1/WHMCS/User/Client/SecurityQuestion.html \WHMCS\User\Client\SecurityQuestion]'': '''securityQuestions'''
** The configured system security questions.
|-
! clientQuoteList
|
* <tt>clientarea.php?action=quotes</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
|-
! clientView
|
* <tt>clientarea.php</tt>
* <tt>clientarea.php?action=addcontact</tt>
* <tt>clientarea.php?action=changepw</tt>
* <tt>clientarea.php?action=contacts</tt>
* <tt>index.php?rp=/account/paymentmethods</tt>
* <tt>clientarea.php?action=details</tt>
* <tt>clientarea.php?action=emails</tt>
* <tt>clientarea.php?action=security</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
|-
! rowspan="2" | domainList
|
* <tt>clientarea.php?action=domains</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
|-
| colspan="2" | If the <tt>q</tt> request variable is defined, then the client's associated domain counts in the primary sidebar are filtered to those domains whose names contain <tt>q</tt>'s value.
|-
! domainView
| style="white-space:nowrap" |
* <tt>clientarea.php?action=domaincontacts</tt>
* <tt>clientarea.php?action=domaindetails</tt>
* <tt>clientarea.php?action=domaindns</tt>
* <tt>clientarea.php?action=domainemailforwarding</tt>
* <tt>clientarea.php?action=domaingetepp</tt>
* <tt>clientarea.php?action=domainregisterns</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/Domain/Domain.html \WHMCS\Domain\Domain]'': '''domain'''
** The domain that the client is viewing on the page.
|-
! rowspan="2" | downloadList
|
* <tt>dl.php</tt>
* <tt>downloads.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
* ''[[collection]] of [http://docs.whmcs.com/classes/7.1/WHMCS/Download/Download.html \WHMCS\Download\Download]'': '''topFiveDownloads'''
** The five most downloaded files that are not hidden or in a hidden download category, ordered by number of downloads in descending order.
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/Download/Category.html \WHMCS\Download\Category]'': '''downloadCategory'''
** The download category the user is currently viewing.
|-
| colspan="2" | The ''topFiveDownloads'' and 'downloadCategory'' contexts are only passed to <tt>download.php</tt>.
|-
! invoiceList
|
* <tt>clientarea.php?action=invoices</tt>
* <tt>clientarea.php?action=masspay</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
|-
! networkIssueList
| <tt>serverstatus.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''array'': '''networkIssueStatusCounts'''
** A key/value pair of network issue statuses and the number of network issues with each status.
|-
! rowspan="2" | orderFormView
| <tt>cart.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''[[collection]] of [http://docs.whmcs.com/classes/7.1/WHMCS/Product/Group.html \WHMCS\Product\Group]'': '''productGroups'''
** A WHMCS installation's configured product groups.
* ''int'': '''productGroupId'''
** The current ''gid'' GET parameter value.
* ''bool'': '''domainRegistrationEnabled'''
** Whether or not WHMCS is configured to register domains.
* ''bool'': '''domainTransferEnabled'''
** Whether or not WHMCS is configured to transfer domains.
* ''bool'': '''domainRenewalEnabled'''
** Whether or not WHMCS is configured to renew domains.
* ''string'': '''domain'''
** When configuring domain options, the name of the domain in the shopping cart.
* ''string'': '''currency'''
** The user's configured currency, or the system currency if no user is logged in. Eg: "USD", "GBP".
|-
| colspan="2" | Only the secondary sidebar is supported on <tt>cart.php</tt>.
|-
! rowspan="2" | serviceList
|
* <tt>clientarea.php?action=hosting</tt>
* <tt>clientarea.php?action=products</tt>
* <tt>clientarea.php?action=services</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
|-
| colspan="2" | If the <tt>q</tt> request variable is defined, then the client's associated service counts in the primary sidebar are filtered to those services whose domain names contain <tt>q</tt>'s value.
|-
! serviceUpgrade
|
* <tt>upgrade.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/Service/Service.html \WHMCS\Service\Service]'': '''service'''
** The service currently being upgraded.
|-
! serviceView
|
* <tt>clientarea.php?action=cancel</tt>
* <tt>clientarea.php?action=productdetails</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/Service/Service.html \WHMCS\Service\Service]'': '''service'''
** The service that the client is viewing on the page.
|-
! sslCertificateOrderView
|
* <tt>configuressl.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/Service/Service.html \WHMCS\Service\Service]|null'': '''service'''
** The service object representing the SSL certificate being ordered
* ''string'': '''orderStatus'''
** The current status of the SSL certificate order
* ''array'': '''displayData'''
** A key/value pair of additional SSL certificate data that is displayed on the page on step two of the order process
* ''int'': '''step'''
** The current step of the order process
|-
! rowspan="2" | support
| ''various''
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
|-
| colspan="2" | The support secondary sidebar is displayed when a contact does not have permission to perform an action in the client area.
|-
! supportKnowledgeBase
|
* <tt>knowledgebase.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in
* ''array'': '''knowledgeBaseTags'''
** An array of knowledge base tags and the number of articles with each tag.
|-
! rowspan="2" | ticketFeedback
|
* <tt>viewticket.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
|-
| colspan="2" | Only used on viewticket.php when a user is entering feedback for a recently closed ticket.
|-
! ticketList
|
* <tt>supporttickets.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''array'': '''ticketStatusCounts'''
** A key/value pair of ticket statuses with the number of tickets in that status.
|-
! ticketSubmit
|
* <tt>submitticket.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
|-
! ticketView
|
* <tt>viewticket.php</tt>
|
* ''[http://docs.whmcs.com/classes/7.1/WHMCS/User/Client.html \WHMCS\User\Client]|null'': '''client'''
** The client currently logged in, or <tt>null</tt> if no client is logged in.
* ''int'': '''ticketId'''
** The id number of the ticket the user is viewing.
|-
|}

=Examples=

==Add a social media panel to the end of the sidebar==

[[Image:Custom social media sidebar panel.png|thumb|The Client Area supports a secondary sidebar with a custom social media panel highlighted.]]

You may want to better connect with your clients by using social media. The menu hooks in WHMCS 6.0 and later allow you to insert links to your company’s Facebook, Twitter, and other social media profiles directly into the interface. We recommend putting them at the end of the secondary sidebar so they’re rendered last and won’t interrupt your users’ experience.

This example uses the <tt>ClientAreaSecondarySidebar</tt> hook and the menu item’s <tt>addChild()</tt>and <tt>moveToBack()</tt> methods. To add panel with links to the sidebar you will need to create a panel at the end of the sidebar, retrieve the new panel, and add social media links to the panel. The Font Awesome library already has icons for all of these services.

To do this:

# Create the <tt>includes/hooks/socialMediaPanel.php</tt> file in your WHMCS installation.
# Enter the code below.
# Save the file.
# Reload your WHMCS installation’s Client Area.

WHMCS automatically loads all hooks the <tt>includes/hooks</tt> directory. The <tt>SecondarySidebar</tt> hook is registered with <tt>add_hook()</tt> and is consequently loaded every time WHMCS renders the secondary sidebar on page load.

<div style="clear: both"></div>

<syntaxhighlight lang="php">
<?php

use WHMCS\View\Menu\Item as MenuItem;

// Add social media links to the end of all secondary sidebars.
add_hook('ClientAreaSecondarySidebar', 1, function (MenuItem $secondarySidebar)
{
// Add a panel to the end of the secondary sidebar for social media links.
// Declare it with the name "social-media" so we can easily retrieve it
// later.
$secondarySidebar->addChild('social-media', array(
'label' => 'Social Media',
'uri' => '#',
'icon' => 'fas fa-thumbs-up',
));

// Retrieve the panel we just created.
$socialMediaPanel = $secondarySidebar->getChild('social-media');

// Move the panel to the end of the sorting order so it's always displayed
// as the last panel in the sidebar.
$socialMediaPanel->moveToBack();

// Add a Facebook link to the panel.
$socialMediaPanel->addChild('facebook-link', array(
'uri' => 'https://facebook.com/our-great-company',
'label' => 'Like us on Facebook!',
'order' => 1,
'icon' => 'fab fa-facebook-f fa-fw',
));

// Add a Twitter link to the panel after the Facebook link.
$socialMediaPanel->addChild('twitter-link', array(
'uri' => 'https://twitter.com/ourgreatcompany',
'label' => 'Follow us on Twitter!',
'order' => 2,
'icon' => 'fab fa-twitter fa-fw',
));
});
</syntaxhighlight>

==Add a special offer image and link to the top of the topmost sidebar==

[[Image:Custom panel body html highlighted.png|thumb|The WHMCS 6 client area announcements sidebar panel with a custom special offer highlighted.]] Your web host is doing amazing and to celebrate is offering a discount to all users. The marketing folks want a small image and message in the top of the first sidebar panel on every page that links to a page with the special offer.

This example uses the '''ClientAreaPrimarySidebar''' hook and the menu item’s <tt>getFirstChild()</tt> and <tt>setBodyHtml()</tt> methods. To add panel with links to the sidebar we must:

# Get the first panel from the primary sidebar.
# Set the panel’s body HTML.

Create the <tt>includes/hooks/specialOfferInSidebar.php</tt> file in your WHMCS installation and enter the code below. As with the previous example the new file and hook within the file is run on page load and adds the image and link to the topmost panel in the primary sidebar, no matter which page the client is accessing.

<div style="clear: both"></div>

<syntaxhighlight lang="php">
<?php

use WHMCS\View\Menu\Item as MenuItem;

add_hook('ClientAreaPrimarySidebar', 1, function (MenuItem $primarySidebar)
{
// The HTML for the link to the the special offer.
$specialOfferHtml = <<<EOT
<a href="//myawesomecompany.com/special-offer/">
<img src="/assets/img/catdeals.png" alt="Click here for amazing deals!">
Kitten says <strong><em>thanks</em></strong> for making us the best web host!
</a>
EOT;

// Add a link to the special to the first panel's body HTML. It will render
// above the panel's menu item list.
$firstSidebar = $primarySidebar->getFirstChild();
if ($firstSidebar) {
$firstSidebar->setBodyHtml($specialOfferHtml);
}
});
</syntaxhighlight>

==Move the “Contact Us” link to the secondary navigation bar and add more contact options==

[[Image:Custom navbar menu highlighted.png|thumb|The WHMCS 6 client area navbars with the Contact Us link moved to the secondary navbar with a custom dropdown menu.]] The graphic designer feels that our awesome hosting company’s WHMCS installation will more closely match the main site if the “Contact Us” link is moved to the right hand side of the installation’s navigation bars before the “Account” link. They also want a dropdown under the link with links specifically to email the sales team, call us, and provide a map to the company via Google Maps.

This example requires manipulating more than one menu bar. To do that we’ll use the '''ClientAreaNavbars''' hook and the <tt>Menu</tt> class to retrieve the primary and secondary navigation bars. We’ll use the menu item’s <tt>getChild()</tt>, <tt>removeChild()</tt>, <tt>addChild()</tt>, and <tt>moveToFront()</tt> methods and the static <tt>Menu::primaryNavbar()</tt> and <tt>Menu::secondaryNavbar()</tt> methods. Here’s what we’ll do:

# Save the “Contact Us” link from the primary navigation bar.
# Remove the “Contact Us” link from the primary navigation bar.
# Add an email link child to the “Contact Us” link.
# Add a phone link child to the “Contact Us” link.
# Add a map link child to the “Contact Us” link.
# Add the “Contact Us” link to the secondary navigation bar then move it to the beginning of the menu.

Create the <tt>includes/hooks/moveContactUsLink.php</tt> file in your WHMCS installation and enter the code below. As with the other examples this hook file is picked up on page load and rearranges the navigation bars with the appropriate dropdown items.

<div style="clear: both"></div>

<syntaxhighlight lang="php">
<?php

add_hook('ClientAreaNavbars', 1, function ()
{
// Get the current navigation bars.
$primaryNavbar = Menu::primaryNavbar();
$secondaryNavbar = Menu::secondaryNavbar();

if (!is_null($primaryNavbar->getChild('Contact Us'))){

// Save the "Contact Us" link and remove it from the primary navigation bar.
$contactUsLink = $primaryNavbar->getChild('Contact Us');
$primaryNavbar->removeChild('Contact Us');

// Add the email sales link to the link's drop-down menu.
$contactUsLink->addChild('email-sales', array(
'label' => 'Email our sales team',
'uri' => 'sales@my-awesome-company.com',
'order' => 1,
'icon' => 'far fa-gem',
));

// Add the call us link to the link's drop-down menu.
$contactUsLink->addChild('call-us', array(
'label' => 'Call us',
'uri' => 'tel:+18005551212',
'order' => 2,
'icon' => 'fas fa-mobile-alt',
));

// Add the map to the company to the link's drop-down menu.
$contactUsLink->addChild('map', array(
'label' => '123 Main St. AnyTown, TX 11223, USA',
'uri' => 'https:\/\/maps.google.com/maps/place/some-map-data',
'order' => 3,
'icon' => 'fas fa-map-marker-alt',
));

// Add the link and its drop-down children to the secondary navigation bar.
$secondaryNavbar->addChild($contactUsLink);

// Make sure the contact us link appears as the first item in the
// secondary navigation bar.
$contactUsLink->moveToFront();
}});
</syntaxhighlight>

==Add support hours and a custom message to the sidebar on the submit ticket page==

[[Image:Custom support hours panel.png|thumb|The WHMCS 6 submit ticket page in responsive mode with support hours and a custom message in the primary sidebar.]] Your business has really taken off, and it's finally time to hire someone to help answer support tickets and sales inquiries. The new hire can't work 24 hours a day, 7 days a week, so it's time to implement official support hours. Your UX people feel that it's best to notify your users of these support hours on the submit ticket page, but only the submit ticket page. They'd like the hours at the top of the primary sidebar, so they're in plain view for the users. They'd also love it if we could notify the users that they can expect a reply from us soon or if they have to wait until the next business day.

Since the powers that be want this to appear at the top of the sidebars we'll manipulate the primary sidebar via the '''ClientAreaPrimarySidebar''' hook. We’ll use the menu item’s <tt>addChild()</tt>, <tt>moveToFront()</tt>, and <tt>setBodyHtml()</tt> methods to add the new panel. The special message to the user addresses the logged in user by first name. Every sidebar has a "client" context available which contains the record of the client that is logged in or ''null'' if no client is logged in. The <tt>Menu::context()</tt> method will retrieve the client record for us. If the client is logged in then we'll use the client object's <tt>firstName</tt> property to address the user by name. Version 6.0 uses the very helpful [https://github.com/briannesbitt/Carbon Carbon date library] internally. Carbon is available to third party developers, so we'll use it to determine if support is currently open. Here’s what we’ll do:

# Determine if the user is visiting <tt>submitticket.php</tt>.
# Add a "Support Hours" panel to the primary sidebar and move it to the front so it displays at the top.
# Create child items in the support hours panel saying when support is open and closed.
# Determine if support is currently open.
# If there is a user logged in then determine their first name.
# Assign the support hours' panel body HTML to a special message depending on the logged in user's first name and whether support is currently open.

Create the <tt>includes/hooks/addSupportHours.php</tt> file in your WHMCS installation and enter the code below. As with the other examples this hook file is picked up on page load and adds the custom panel and message to the primary sidebar before the submit ticket page renders.

<div style="clear: both"></div>

<syntaxhighlight lang="php">
<?php

use Carbon\Carbon;
use WHMCS\View\Menu\Item as MenuItem;

// Add a helpful support hours notice to the top of the sidebar on the submit
// ticket page.
if (App::getCurrentFilename() == 'submitticket') {
add_hook('ClientAreaPrimarySidebar', 1, function (MenuItem $primarySidebar)
{
// Create the support hours panel and make sure it's the first one
// displayed.
/** @var MenuItem $supportHours */
$supportHours = $primarySidebar->addChild('Support Hours');
$supportHours->moveToFront();

// Add hours to the panel.
$supportHours->addChild(
'<strong>Open</strong> 08:00-17:00 M-F',
array(
'icon' => 'far fa-smile',
'order' => 1,
)
);
$supportHours->addChild(
'<strong>Closed</strong> Weekends',
array(
'icon' => 'far fa-frown',
'order' => 2,
)
);

// Add a custom notice to the support hours panel with the logged in
// client's first name and a different message depending on whether
// support is open.
/** @var \WHMCS\User\Client $client */
$client = Menu::context('client');
$greeting = is_null($client)
? ''
: ", <strong>{$client->firstName}</strong>";

$now = Carbon::now();
$supportIsOpen = $now->isWeekday()
&& $now->hour >= 8
&& $now->hour <= 17;

$supportHours->setBodyHtml(
$supportIsOpen
? "Hi{$greeting}! We're open and will respond to your ticket soon!"
: "Don't worry{$greeting}! We will respond on the next business day. Sit tight!"
);
});
}
</syntaxhighlight>

File:Social-media-sidebar.png

2020-11-24T22:45:27Z

Nathan: Nathan uploaded a new version of File:Social-media-sidebar.png

Social Media Sidebar

File:Social-media-sidebar.png

2020-11-24T22:43:10Z

Nathan: Nathan uploaded a new version of File:Social-media-sidebar.png

Social Media Sidebar

2020-09-28T19:52:16Z

Nathan:

PHP Version Support Matrix

2020-09-28T19:52:04Z

Nathan:

MySQL Version Support Matrix

2020-09-28T19:51:52Z

Nathan:

Long Term Support

2020-09-28T19:48:34Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 8.0 || August 2020 || September 30th 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.10 || April 2020|| April 30th 2021 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 28th September 2020''

Long Term Support

2020-09-28T19:48:20Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 8.0 || August 2020 || September 30th 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.10 || April 2020|| April 30th 2021 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 18th September 2020''

IonCube Loader Version Matrix

2020-09-28T19:47:51Z

Nathan:

{| class="table table-striped"
|+ <span style="font-weight: bold;">[[System Environment Guide|Minimum]] IonCube Loader Version by WHMCS Version</span>
! WHMCS Version (Status)
! PHP v5.2
! PHP v5.3
! PHP v5.4
! PHP v5.6
! PHP v7.0
! PHP v7.1
! PHP v7.2
! PHP v7.3
! PHP v7.4
|-
| v6.3 (EOL) || style="font-weight: bold;" | 4.6.1 || style="font-weight: bold;" | 4.6.1 || style="font-weight: bold;" | 4.6.1 || style="font-weight: bold;" | 4.6.1 || -- || -- || -- || -- || --
|-
| v7.0 (EOL) || -- || -- || -- || style="font-weight: bold;" | 5.0.21 || style="font-weight: bold;" | 6.0.2 || -- || -- || -- || --
|-
| v7.1 (EOL) || -- || -- || -- || style="font-weight: bold;" | 5.0.21 || style="font-weight: bold;" | 6.0.2 || -- || -- || -- || --
|-
| v7.2 (EOL) || -- || -- || -- || style="font-weight: bold;" | 5.0.21 || style="font-weight: bold;" | 6.0.2 || -- || -- || -- || --
|-
| v7.3 (EOL) || -- || -- || -- || style="font-weight: bold;" | 5.0.21 || style="font-weight: bold;" | 6.0.2 || -- || -- || -- || --
|-
| v7.4 (EOL) || -- || -- || -- || style="font-weight: bold;" | 5.0.21 || style="font-weight: bold;" | 6.0.2 || -- || -- || -- || --
|-
| v7.5 (EOL) || -- || -- || -- || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.2.0 || -- || --
|-
| v7.6 (EOL) || -- || -- || -- || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.2.0 || style="font-weight: bold;" | 10.3.1|| --
|-
| v7.7 (EOL) || -- || -- || -- || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.2.0 || style="font-weight: bold;" | 10.3.1|| --
|-
| v7.8 (LTS) || -- || -- || -- || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.2.0 || style="font-weight: bold;" | 10.3.1|| --
|-
| v7.9 (LTS) || -- || -- || -- || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.2.0 || style="font-weight: bold;" | 10.3.1|| --
|-
| v7.10 (LTS) || -- || -- || -- || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.1.0 || style="font-weight: bold;" | 10.2.0 || style="font-weight: bold;" | 10.3.1|| --
|-
| v8.0 (Active) || -- || -- || -- || -- || -- || -- || style="font-weight: bold;" | 10.2.0 || style="font-weight: bold;" | 10.3.1
| style="font-weight: bold;" | 10.4.1
|}

PHP Version Support Matrix

2020-09-28T19:47:34Z

Nathan:

{| class="table table-striped"
|+ <span style="font-weight: bold; font-size">PHP Version Support by WHMCS Version</span>
! WHMCS Version (Status)
! PHP v5.2
! PHP v5.3
! PHP v5.4
! PHP v5.6
! PHP v7.0
! PHP v7.1
! PHP v7.2
! PHP v7.3
! PHP v7.4
|-
| v6.3 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N || N|| N ||N
|-
| v7.0 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N|| N||N
|-
| v7.1 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N|| N||N
|-
| v7.2 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N|| N||N
|-
| v7.3 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N|| N||N
|-
| v7.4 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N|| N||N
|-
| v7.5 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N||N
|-
| v7.6 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y ||N
|-
| v7.7 (EOL) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y ||N
|-
| v7.8 (LTS) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y ||N
|-
| v7.9 (LTS) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y ||N
|-
| v7.10 (LTS) || N || N || N ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y ||N
|-
| v8.0 (Active) || N || N || N ||N ||N ||N ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y
|}

MySQL Version Support Matrix

2020-09-28T19:47:15Z

Nathan:

{| class="table table-striped"
|+ <span style="font-weight: bold; font-size">MySQL Version Support by WHMCS Version</span>
! WHMCS Version (Status)
! MySQL v5.2
! MySQL v5.3
! MySQL v5.4
! MySQL v5.5
! MySQL v5.6
! MySQL v5.7
! MySQL v8.0
|-
| v6.3 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y || N || N
|-
| v7.0 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N
|-
| v7.1 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N
|-
| v7.2 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N || N
|-
| v7.3 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N
|-
| v7.4 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N
|-
| v7.5 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N
|-
| v7.6 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || N
|-
| v7.7 (EOL) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y
|-
| v7.8 (LTS) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y
|-
| v7.9 (LTS) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y
|-
| v7.10 (LTS) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y
|-
| v8.0 (Active) ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y ||style="background: #81D153; font-weight: bold;" | Y || style="background: #81D153; font-weight: bold;" | Y
|}

Long Term Support

2020-09-28T19:46:33Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 8.0 || August 2020 || August 31st 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.10 || April 2020|| April 30th 2021 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 18th September 2020''

Long Term Support

2020-09-19T00:15:56Z

Nathan:

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 8.0 || August 2020 || - || style="background: #FFFFCC; font-weight: bold;" | <span style="color:#84807F">Beta</span>
|-
| 7.10 || April 2020|| April 30th 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 18th September 2020''

Long Term Support

2020-09-04T18:22:36Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 8.0 || August 2020 || - || style="background: #FFFFCC; font-weight: bold;" | <span style="color:#84807F">Beta</span>
|-
| 7.10 || April 2020|| April 30th 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 28th August 2019''

Long Term Support

2020-04-07T14:40:54Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 8.0 || -|| - || style="background: #FFFFCC; font-weight: bold;" | <span style="color:#84807F">TBD</span>
|-
| 7.10 || April 2020|| April 30st 2021 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 28th August 2019''

Configuring Notifications with Slack

2020-04-06T15:48:24Z

Nathan: /* Creating an App for Slack */

Configuring Notifications with Slack allows you to receive notifications in your Slack channels when events occur within WHMCS.

For more information on Notifications, please refer to the [[Notifications|Notifications Documentation]].

==Configuring Slack Notifications==

To enable WHMCS to communicate with the Slack API, WHMCS requires an OAuth Access Token.

You can create an OAuth Access Token quickly and easily by following the steps below.

===Creating an App for Slack===

1. Begin by visiting https://api.slack.com/

2. Click the '''Start Building''' button to start the process of creating a new app. You will need to login if you haven't already.

3. Enter a name for the app. We recommend something like 'WHMCS'. Also choose the workspace you wish to add the app to. Then click continue.

4. Under the '''Add features and functionality''' heading, select the '''Permissions''' option.

[[File:Slack-permissions.png]]

5. On the following screen, scroll or auto-search to the Scopes section and add the following scopes:

* Access information about user’s public channels (''channels:read'')
* Join channels in the workspace (''channels:join'')
* Send messages as WHMCS (''chat:write:bot'')
* Access information about user's private channels (''groups:read'')

[[File:Slack-scopes.png]]

6. Click Save Changes

7. Now navigate to '''Install App''' in the sidebar.

[[File:Slack-install.png]]

8. Click the Install App button.

9. Confirm you authorize the permissions for the app that you just configured.

[[File:Slack-authorize.png]]

10. You will now be presented with the '''OAuth Access Token''' you need for WHMCS integration. Copy this value.

[[File:Slack-oauth-token.png]]

11. Now return to WHMCS and navigate to '''Setup > Notifications'''.

12. Under the Slack notification provider, click '''Configure'''

13. Enter the OAuth Access Token you copied in step 10 into the OAuth Access Token input field and hit '''Save Changes''' to complete the process.

WHMCS will attempt to verify the OAuth Access Token provided. If the verification fails you will receive an error message. Check the Access Token is entered correctly, has all the required scopes and try again. If successful, the modal will close and you will now be able to send notifications to Slack.

You are now ready to [[Notifications#Creating_a_Notification_Rule|Create Your First Notification Rule]].

Configuring Notifications with Slack

2020-04-06T15:48:03Z

Nathan: /* Creating an App for Slack */

Configuring Notifications with Slack allows you to receive notifications in your Slack channels when events occur within WHMCS.

For more information on Notifications, please refer to the [[Notifications|Notifications Documentation]].

==Configuring Slack Notifications==

To enable WHMCS to communicate with the Slack API, WHMCS requires an OAuth Access Token.

You can create an OAuth Access Token quickly and easily by following the steps below.

===Creating an App for Slack===

1. Begin by visiting https://api.slack.com/

2. Click the '''Start Building''' button to start the process of creating a new app. You will need to login if you haven't already.

3. Enter a name for the app. We recommend something like 'WHMCS'. Also choose the workspace you wish to add the app to. Then click continue.

4. Under the '''Add features and functionality''' heading, select the '''Permissions''' option.

[[File:Slack-permissions.png]]

5. On the following screen, scroll or auto-search to the Scopes section and add the following scopes:

* Access information about user’s public channels (''channels:read'')
* Join channels in the workspace ("channels:join")
* Send messages as WHMCS (''chat:write:bot'')
* Access information about user's private channels (''groups:read'')

[[File:Slack-scopes.png]]

6. Click Save Changes

7. Now navigate to '''Install App''' in the sidebar.

[[File:Slack-install.png]]

8. Click the Install App button.

9. Confirm you authorize the permissions for the app that you just configured.

[[File:Slack-authorize.png]]

10. You will now be presented with the '''OAuth Access Token''' you need for WHMCS integration. Copy this value.

[[File:Slack-oauth-token.png]]

11. Now return to WHMCS and navigate to '''Setup > Notifications'''.

12. Under the Slack notification provider, click '''Configure'''

13. Enter the OAuth Access Token you copied in step 10 into the OAuth Access Token input field and hit '''Save Changes''' to complete the process.

WHMCS will attempt to verify the OAuth Access Token provided. If the verification fails you will receive an error message. Check the Access Token is entered correctly, has all the required scopes and try again. If successful, the modal will close and you will now be able to send notifications to Slack.

You are now ready to [[Notifications#Creating_a_Notification_Rule|Create Your First Notification Rule]].

Long Term Support

2020-03-24T14:45:14Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 7.10 || April 2020|| April 30st 2021 || style="background: #FFFFCC; font-weight: bold;" | <span style="color:#84807F">RC</span>
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 28th August 2019''

Changelog:WHMCS V7.10

2020-03-24T14:40:38Z

Nathan:

=Version 7.10.0 Beta 1=
{{:Changelog:WHMCS_V7.10.0_Beta_1}}
=Version 7.10.0 RC 1=
{{:Changelog:WHMCS_V7.10.0_RC_1}}

Version 7.10.0 Release Notes

2020-03-12T17:17:27Z

Nathan: /* New Documentation */

<div class="docs-alert-info" style="max-width:370px;">
<span class="title">Release Information</span>
<br />
Version: 7.10<br />
Release Type: Beta<br />
Release Date: 12th March 2020<br />
Distribution Types: Full and Via Automatic Updater
</div>

==Version History==

<table class="table table-striped">
<tr><td>7.10.0</td><td>Beta 1</td><td>12th March 2020</td></tr>

</table>

==Download==
Download the latest version of WHMCS from https://download.whmcs.com/

==Upgrade Process==
[[Upgrading|View Standard Upgrade Steps]]

===Automatic Updating===
If you are running WHMCS 7.0 or later, you can use the built-in Automatic Update utility.

Simply navigate to ''Utilities > Update WHMCS'' to begin the process.

<div class="docs-alert-info"><i class="fa fa-info-circle fa-fw"></i> If the update was released recently, you may need to click the Check for Updates button before the update will show as available.
</div>

For more information about updating, please refer to the [[Automatic Updater]] documentation.

== Release Notes ==

=== Registrar TLD & Pricing Sync ===
Import TLDs from your domain registrar for faster initial setup of TLDs and verification of prices. Perform a synchronization at any time to easily review and compare your current selling prices with cost prices from your registrar, as well as view and import TLDs that you are not currently selling. Sync options include automatically applying either a percentage or fixed monetary amount based markup with optional rounding to a number of your choice. Initial support includes Enom and all Logicboxes powered registrars, and developer documentation has been made available for integration into 3rd party and custom registrar modules.
[[Registrar_TLD_Sync|Learn more...]]

=== Cron Task Reporting ===
Get deeper insights into the actions and events that occur during automated cron tasks to give you a more complete picture of what's happened, and provide a faster and more convenient way to resolve things when they go wrong. New datapoints include information such as the invoices that are generated, invoices that have been attempted for capture, services that have been suspended or terminated and more. In the case of actions which involve communication with remote systems, the recorded data will indicate the success or failure of the action, and in the case of errors, provide the error message and direct shortcuts to allow you to easily resolve and retry the action.
[[Automation_Status#Cron_Task_Reporting|Learn more...]]

=== Knowledgebase Image Upload ===
Create rich and engaging knowledgebase articles with image upload functionality built directly into the article editor experience. Allows for uploading and re-use of recently uploaded images across multiple articles for added convenience.
[[Knowledgebase#Image_Uploading|Learn more...]]

=== Client Email Preferences ===
A new email preferences option in client profiles allows customers to choose the types of emails they wish to receive, enabling them to reduce noise and make better use of contacts and sub-accounts. Email preferences can be customised by customers themselves via the client area, or by admin level users, and more contextual and informative notification options make it easier for both clients and contacts to understand the email related settings.
[[Clients:Profile_Tab#Email_Notifications|Learn more...]]

=== Assigned User Ticket Filter ===
A new filter option has been made available in Support Tickets that allows you to filter tickets by assigned admin user.
[[Support_Tickets#Filter_Options|Ticket Filter Options]]

=== Update Service Ticket Association ===
Admin users can now set or alter the service associated with a support ticket. This new functionality allows admin users to modify (or in cases where none is selected by the customer, set) a related service, addon or domain for a support ticket.
[[Support_Tickets#Changing_Associated_Service|Learn more...]]

=== MarketConnect: MarketGoo SEO ===
Marketgoo is a self-service SEO tool which scans customers websites and gives them a simple report with easy to follow steps and recommendations to improve the search engine ranking of their website.
[[Marketgoo_via_WHMCS_MarketConnect|Learn more...]]

=== MarketConnect: Weebly Free Plan ===
We are pleased to announce the introduction of the Weebly Free Plan to MarketConnect. The new Free plan replaces Lite, and is designed to provide customers a free and easy way to get started with an online web presence. Available to all, and available to bundle by default with new hosting purchases, Weebly Free makes it easier for anyone to build a website, without any technical knowledge required.

=== Digicert Premium Certificates ===
DigiCert is discontinuing the sale of Symantec branded SSL Certificates. New DigiCert SSL Certificates have been launched that are a direct replacement for the previous Symantec SSL Certificates. On upgrade to WHMCS 7.10 if you have Symantec certificate selling enabled, all Symantec certificates will be replaced with their new DigiCert equivalents.
[[SSL_Certificates_via_WHMCS_MarketConnect|Learn more...]]

== Deprecation & Removal Notices ==
During the v7.10.0 update, a one-time routine will inspect and attempt to remove the following modules
due to discontinued service by the service provider. Removal will only occur if the module is not actively in use.
The Activity Log will have a list of any removals. As well, if removal is not performed and the module remains
in your installation, an email will be generated to all full admins so that further investigation can be performed.
An inspection will be performed for the following modules:

* Gateways - Kuveytturk

== Library Updates ==

The following libraries have been updated or removed:

=== PHP ===
* authorizenet/authorizenet: 1.9.6 to 1.9.7

== New Documentation ==

The following new documentation pages are available:

* [[Automation Status]] (Updated)
* [[Client Email Notification Preferences]]
* [[Client Management]] (Updated)
* [[Knowledgebase]] (Updated)
* [[MarketConnect]] (Updated)
* [[Marketgoo via WHMCS MarketConnect]]
* [[Registrar TLD Sync]]
* [[Support Tickets]] (Updated)
* [[Weebly via WHMCS MarketConnect]] (Updated)

== Template Changes ==

For a list of changed files and a graphical view of the exact changes, please refer to the Github repo's below.

=== Six Template ===

The following link provides a comparison of changes between 7.9.2 and 7.10:
https://github.com/WHMCS/templates-six/compare/v7.9.2-release.1...v7.10.0-beta.1

=== Standard Cart Order Form ===

The following link provides a comparison of changes between 7.9.2 and 7.10:
https://github.com/WHMCS/orderforms-standard_cart/compare/v7.9.2-release.1...v7.10.0-beta.1

== Changelog ==
* [[Changelog:WHMCS_V7.10.0_Beta_1|Version 7.10.0 Beta 1]]

Version 7.10.0 Release Notes

2020-03-12T17:14:21Z

Nathan: /* New Documentation */

<div class="docs-alert-info" style="max-width:370px;">
<span class="title">Release Information</span>
<br />
Version: 7.10<br />
Release Type: Beta<br />
Release Date: 12th March 2020<br />
Distribution Types: Full and Via Automatic Updater
</div>

==Version History==

<table class="table table-striped">
<tr><td>7.10.0</td><td>Beta 1</td><td>12th March 2020</td></tr>

</table>

==Download==
Download the latest version of WHMCS from https://download.whmcs.com/

==Upgrade Process==
[[Upgrading|View Standard Upgrade Steps]]

===Automatic Updating===
If you are running WHMCS 7.0 or later, you can use the built-in Automatic Update utility.

Simply navigate to ''Utilities > Update WHMCS'' to begin the process.

<div class="docs-alert-info"><i class="fa fa-info-circle fa-fw"></i> If the update was released recently, you may need to click the Check for Updates button before the update will show as available.
</div>

For more information about updating, please refer to the [[Automatic Updater]] documentation.

== Release Notes ==

=== Registrar TLD & Pricing Sync ===
Import TLDs from your domain registrar for faster initial setup of TLDs and verification of prices. Perform a synchronization at any time to easily review and compare your current selling prices with cost prices from your registrar, as well as view and import TLDs that you are not currently selling. Sync options include automatically applying either a percentage or fixed monetary amount based markup with optional rounding to a number of your choice. Initial support includes Enom and all Logicboxes powered registrars, and developer documentation has been made available for integration into 3rd party and custom registrar modules.
[[Registrar_TLD_Sync|Learn more...]]

=== Cron Task Reporting ===
Get deeper insights into the actions and events that occur during automated cron tasks to give you a more complete picture of what's happened, and provide a faster and more convenient way to resolve things when they go wrong. New datapoints include information such as the invoices that are generated, invoices that have been attempted for capture, services that have been suspended or terminated and more. In the case of actions which involve communication with remote systems, the recorded data will indicate the success or failure of the action, and in the case of errors, provide the error message and direct shortcuts to allow you to easily resolve and retry the action.
[[Automation_Status#Cron_Task_Reporting|Learn more...]]

=== Knowledgebase Image Upload ===
Create rich and engaging knowledgebase articles with image upload functionality built directly into the article editor experience. Allows for uploading and re-use of recently uploaded images across multiple articles for added convenience.
[[Knowledgebase#Image_Uploading|Learn more...]]

=== Client Email Preferences ===
A new email preferences option in client profiles allows customers to choose the types of emails they wish to receive, enabling them to reduce noise and make better use of contacts and sub-accounts. Email preferences can be customised by customers themselves via the client area, or by admin level users, and more contextual and informative notification options make it easier for both clients and contacts to understand the email related settings.
[[Clients:Profile_Tab#Email_Notifications|Learn more...]]

=== Assigned User Ticket Filter ===
A new filter option has been made available in Support Tickets that allows you to filter tickets by assigned admin user.
[[Support_Tickets#Filter_Options|Ticket Filter Options]]

=== Update Service Ticket Association ===
Admin users can now set or alter the service associated with a support ticket. This new functionality allows admin users to modify (or in cases where none is selected by the customer, set) a related service, addon or domain for a support ticket.
[[Support_Tickets#Changing_Associated_Service|Learn more...]]

=== MarketConnect: MarketGoo SEO ===
Marketgoo is a self-service SEO tool which scans customers websites and gives them a simple report with easy to follow steps and recommendations to improve the search engine ranking of their website.
[[Marketgoo_via_WHMCS_MarketConnect|Learn more...]]

=== MarketConnect: Weebly Free Plan ===
We are pleased to announce the introduction of the Weebly Free Plan to MarketConnect. The new Free plan replaces Lite, and is designed to provide customers a free and easy way to get started with an online web presence. Available to all, and available to bundle by default with new hosting purchases, Weebly Free makes it easier for anyone to build a website, without any technical knowledge required.

=== Digicert Premium Certificates ===
DigiCert is discontinuing the sale of Symantec branded SSL Certificates. New DigiCert SSL Certificates have been launched that are a direct replacement for the previous Symantec SSL Certificates. On upgrade to WHMCS 7.10 if you have Symantec certificate selling enabled, all Symantec certificates will be replaced with their new DigiCert equivalents.
[[SSL_Certificates_via_WHMCS_MarketConnect|Learn more...]]

== Deprecation & Removal Notices ==
During the v7.10.0 update, a one-time routine will inspect and attempt to remove the following modules
due to discontinued service by the service provider. Removal will only occur if the module is not actively in use.
The Activity Log will have a list of any removals. As well, if removal is not performed and the module remains
in your installation, an email will be generated to all full admins so that further investigation can be performed.
An inspection will be performed for the following modules:

* Gateways - Kuveytturk

== Library Updates ==

The following libraries have been updated or removed:

=== PHP ===
* authorizenet/authorizenet: 1.9.6 to 1.9.7

== New Documentation ==

The following new documentation pages are available:

* [[Automation Status]] (Updated)
* [[Clients]] (Updated)
* [[Client Email Notification Preferences]]
* [[Knowledgebase]] (Updated)
* [[MarketConnect]] (Updated)
* [[Marketgoo via WHMCS MarketConnect]]
* [[Registrar TLD Sync]]
* [[Support Tickets]] (Updated)
* [[Weebly via WHMCS MarketConnect]] (Updated)

== Template Changes ==

For a list of changed files and a graphical view of the exact changes, please refer to the Github repo's below.

=== Six Template ===

The following link provides a comparison of changes between 7.9.2 and 7.10:
https://github.com/WHMCS/templates-six/compare/v7.9.2-release.1...v7.10.0-beta.1

=== Standard Cart Order Form ===

The following link provides a comparison of changes between 7.9.2 and 7.10:
https://github.com/WHMCS/orderforms-standard_cart/compare/v7.9.2-release.1...v7.10.0-beta.1

== Changelog ==
* [[Changelog:WHMCS_V7.10.0_Beta_1|Version 7.10.0 Beta 1]]

Release Notes

2020-03-12T16:14:43Z

Nathan:

<table class="table table-striped">
<tr><td>'''Version Number'''</td><td>'''First Release Date'''</td><td>'''Release Notes'''</td></tr>
<tr><td>Version 7.10</td><td>12th March 2020</td><td>[[Version 7.10 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.9</td><td>8th January 2020</td><td>[[Version 7.9 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.8</td><td>28th August 2019</td><td>[[Version 7.8 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.7</td><td>21st January 2019</td><td>[[Version 7.7 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.6</td><td>31st July 2018</td><td>[[Version 7.6 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.5</td><td>2nd April 2018</td><td>[[Version 7.5 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.4</td><td>25th October 2017</td><td>[[Version 7.4 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.3</td><td>26th August 2017</td><td>[[Version 7.3 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.2</td><td>16th May 2017</td><td>[[Version 7.2 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.1</td><td>16th November 2016</td><td>[[Version 7.1 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 7.0</td><td>22nd July 2016</td><td>[[Version 7.0 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 6.3</td><td>29th March 2016</td><td>[[Version 6.3 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 6.2</td><td>25th November 2015</td><td>[[Version 6.2 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 6.1</td><td>10th September 2015</td><td>[[Version 6.1 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 6.0</td><td>15th April 2015</td><td>[[Version 6.0 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 5.3</td><td>27th September 2013</td><td>[[Version 5.3 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 5.2</td><td>1st February 2013</td><td>[[Version 5.2 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 5.1</td><td>11th May 2012</td><td>[[Version 5.1 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 5.0</td><td>7th October 2011</td><td>[[Version 5.0 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 4.5</td><td>19th April 2011</td><td>[[Version 4.5 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 4.4</td><td>1st December 2010</td><td>[[Version 4.4 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 4.3</td><td>20th July 2010</td><td>[[Version 4.3 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 4.2</td><td>5th February 2010</td><td>[[Version 4.2 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 4.1</td><td>26th August 2009</td><td>[[Version 4.1 Release Notes|View Release Notes]]</td></tr>
<tr><td>Version 4.0</td><td>6th May 2009</td><td>[[Version 4.0 Release Notes|View Release Notes]]</td></tr>
</table>

<div class="docs-related-pages">[[Security Levels]] | [http://blog.whmcs.com/?t=106987 About Release Numbering]</div>

Clients:Profile Tab

2020-03-12T15:24:09Z

Nathan: /* Email Notifications */

{{Client Management}}

The Profile tab is accessed via the '''Clients > View/Search Clients''' page, select a client, then click the tab marked "Profile". It contains fields for changing the client's contact details (name, address, email address etc.) as well as a number of other options affecting the behaviour of their account in WHMCS.
[[File:client_profile.png|thumb|Client Profile Tab]]

==Core Options==
===Name, Address, Email Address===

A number of fields on this page should be self-explanatory, such as Name, Address, Email Address, Phone Number etc.... They display the client's current details. The values can be changed, and upon clicking Save Changes their record will be updated.

===Password===

Clicking this link will instantly generate a new client area password for the client and email it to them.

Clients can also request a password reset themselves by clicking the the '''Forgotten Password''' link on the login form to begin the reset process:

*After entering their email address, if a security question answer is specified they will be prompted to provide the answer, then an email is sent containing a confirmation link to ensure they are actually the one who requested the reset. The reset link is valid for 2 hours from the time of request
**If no security question answer is set, the email will be sent immediately upon entering a valid email address.
*When they click the link in the email, clients will be taken to the password reset validation page where a new password can be specified. They can then login immediately using the new password. If the client didn't request the reset they are advised to simply ignore the email and not click the link.

==Billing Preferences==

There are a number of billing related settings that can be set on a per client basis. These are set from the Client Profile tab also. The options consist of the following:

===Late Fees===

Ticking this box will prevent any late fees being applied to invoices that become overdue for this client

===Overdue Notices===

There are situations where you may want to disable overdue email notices for certain clients. You can do this in WHMCS from the client profile tab by ticking the "Don't Send Overdue Emails" checkbox. The Invoice Payment Reminder prior to the due date will still send, but this will suppress the First, Second & Third Overdue Invoice Notice email messages.

===Tax Exempt===

Ticking this box will stop any tax rules from being applied to invoices generated for this client

===Separate Invoices===

Enabling this option will mean that items due on the same date and via the same payment method will not be automatically grouped together into a single invoice as would normally happen. You might use this for example with resellers where they won't always want to renew every product they have.

===Disable CC Processing===

Enabling this option will prevent invoices for this client due via a merchant gateway from being automatically attempted for capture - leaving the client to login and make payment manually for all invoices even with a credit card stored on file

===Payment Method===

This option can be used to perform a client wide update to all products/services, addons, domains & unpaid invoices of the default payment method that they are set to both now and in the future.

===Billing Contact===

A billing contact is used where the name/address an invoice should be sent to differs from the main account and/or the name/address of the card holder that will be paying the invoice is different (if using a merchant gateway). A billing contact is first created via the [[Clients:Contacts_Tab|Contacts tab]], then it can be selected from this dropdown menu.

===Client Currency===
A client's currency is fixed when they place their first order, all subsequent orders will use that same currency. As a result clients will not see the currency selector on their order form.

Once a client has placed an order - and therefore generated invoices, services and transactions - we recommend against changing their currency in the admin area. The currency dropdown on the client's Profile tab will change the currency symbol, it '''will not''' automatically convert any prices, invoices or transactions into the appropriate amount in the new currency.

===Client Group===

If [[Client_Groups|client groups]] have been configured on the Setup > Client Groups page, this dropdown menu can be used to assign this client to a group or change/remove their group assignment.

==Changing a Clients Status==
Rather than deleting a user you would normally just change the users status for record keeping purposes. To do this, go to the Profile tab of the client you wish to change and then select the status you want in the dropdown box. Then click the Save Changes button to save the new status.

*Active - Can login and has active or suspended services
*Inactive - Can login but has no active services currently, removed from client dropdown menus
*Closed - No active services and cannot login to the client area, removed from client dropdown menus

Please note: The clients status does not stop invoicing if their packages status is still active, suspended or pending.

===Status Update===

Any client account with no products, addons or domains active will have their account automatically set to Inactive by the cron job. This does not stop the user logging in, opening a ticket or paying any due invoices.

This can be further extended to include clients who have not logged in to the client area for three months, or it can be switched off entirely via Setup > [[Automation_Settings#Client_Status_Update|Automation Settings]].

An active product or addon is defined as being in Active or Suspended state. An active domain is Active or Pending-Transfer.

Should the client purchase a product domain or addon, then on the next cron run, their status would automatically be set to Active again. The '''Status Update''' checkbox can be ticked to prevent the client's status from being changed automatically and remain at the current value.

==Misc. Options==

===Marketing Emails Opt-out===

When ticked this means clients will not receive emails sent via the [[Mass_Mail|mass mail]] or [[Email_Marketer|email marketer]] tools. Clients can change the status of this field themselves via the My Details page of the client area (if enabled in [[Other_Tab#Marketing_Opt-out|general settings]]).

===Two-Factor Authentication===
If a client has configured two factor authentication for their account then the greyed-out checkbox on the Profile tab will become ticked. Thus indicating whether two factor is configured for that client's account. Should the client claim to have forgotten/lost their two factor device - then after verifying their identify - a member of staff can untick this checkbox, thereby allowing the client to login without completing two factor auth.

===Allow Single Sign-On===
When ticked, this client will be able to authentication into WHMCS from an external resource perform Single Sign On into WHMCS. For example ticking this option will prevent a client from logging into WHMCS using the [[WHMCS_OpenID_and_cPanel_Setup_Guide|cPanel OpenID integration]].

===Email Notifications===

{{:Client Email Notification Preferences}}

===Custom Client Fields===

If any [[Custom_Fields|custom client fields]] have been configured, they will appear towards the bottom of the client's Profile tab. This allows staff to see the values clients have entered or change them directly.

===Admin Notes===

Here staff can enter private notes about the client to be displayed to whoever views this Summary tab. Separate notes sections are available available under the Products/Services , Domains and Notes tab.

Client Email Notification Preferences

2020-03-12T15:22:04Z

Nathan: Created page with "<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div> Client accounts are able to select wh..."

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

Client accounts are able to select which email types to receive, if any. Each check box determines the emails that a client will receive as part of their account. Uncheck a box to stop that email type being sent to the account holder.

On upgrade to WHMCS 7.10 or for a new install, a client will be set to receive all email types.

A client can change these preferences themselves in the client area when editing their details.

There are certain emails that a client will always receive irrelevant of the preferences set - these are the Email Verification and password reset emails.

====Email Notification Groups====

The groups of email notifications match those found in Email Templates. When disabled, a client will not receive any emails sent using those email templates.

Mass Emails will also be disabled for that client depending on the type of [[Mass Mail]] being sent. For example, a 'General' mass mail will not be sent to a client who has chosen not to receive General emails.

Clients:Profile Tab

2020-03-12T15:16:15Z

Nathan: /* Misc. Options */

{{Client Management}}

The Profile tab is accessed via the '''Clients > View/Search Clients''' page, select a client, then click the tab marked "Profile". It contains fields for changing the client's contact details (name, address, email address etc.) as well as a number of other options affecting the behaviour of their account in WHMCS.
[[File:client_profile.png|thumb|Client Profile Tab]]

==Core Options==
===Name, Address, Email Address===

A number of fields on this page should be self-explanatory, such as Name, Address, Email Address, Phone Number etc.... They display the client's current details. The values can be changed, and upon clicking Save Changes their record will be updated.

===Password===

Clicking this link will instantly generate a new client area password for the client and email it to them.

Clients can also request a password reset themselves by clicking the the '''Forgotten Password''' link on the login form to begin the reset process:

*After entering their email address, if a security question answer is specified they will be prompted to provide the answer, then an email is sent containing a confirmation link to ensure they are actually the one who requested the reset. The reset link is valid for 2 hours from the time of request
**If no security question answer is set, the email will be sent immediately upon entering a valid email address.
*When they click the link in the email, clients will be taken to the password reset validation page where a new password can be specified. They can then login immediately using the new password. If the client didn't request the reset they are advised to simply ignore the email and not click the link.

==Billing Preferences==

There are a number of billing related settings that can be set on a per client basis. These are set from the Client Profile tab also. The options consist of the following:

===Late Fees===

Ticking this box will prevent any late fees being applied to invoices that become overdue for this client

===Overdue Notices===

There are situations where you may want to disable overdue email notices for certain clients. You can do this in WHMCS from the client profile tab by ticking the "Don't Send Overdue Emails" checkbox. The Invoice Payment Reminder prior to the due date will still send, but this will suppress the First, Second & Third Overdue Invoice Notice email messages.

===Tax Exempt===

Ticking this box will stop any tax rules from being applied to invoices generated for this client

===Separate Invoices===

Enabling this option will mean that items due on the same date and via the same payment method will not be automatically grouped together into a single invoice as would normally happen. You might use this for example with resellers where they won't always want to renew every product they have.

===Disable CC Processing===

Enabling this option will prevent invoices for this client due via a merchant gateway from being automatically attempted for capture - leaving the client to login and make payment manually for all invoices even with a credit card stored on file

===Payment Method===

This option can be used to perform a client wide update to all products/services, addons, domains & unpaid invoices of the default payment method that they are set to both now and in the future.

===Billing Contact===

A billing contact is used where the name/address an invoice should be sent to differs from the main account and/or the name/address of the card holder that will be paying the invoice is different (if using a merchant gateway). A billing contact is first created via the [[Clients:Contacts_Tab|Contacts tab]], then it can be selected from this dropdown menu.

===Client Currency===
A client's currency is fixed when they place their first order, all subsequent orders will use that same currency. As a result clients will not see the currency selector on their order form.

Once a client has placed an order - and therefore generated invoices, services and transactions - we recommend against changing their currency in the admin area. The currency dropdown on the client's Profile tab will change the currency symbol, it '''will not''' automatically convert any prices, invoices or transactions into the appropriate amount in the new currency.

===Client Group===

If [[Client_Groups|client groups]] have been configured on the Setup > Client Groups page, this dropdown menu can be used to assign this client to a group or change/remove their group assignment.

==Changing a Clients Status==
Rather than deleting a user you would normally just change the users status for record keeping purposes. To do this, go to the Profile tab of the client you wish to change and then select the status you want in the dropdown box. Then click the Save Changes button to save the new status.

*Active - Can login and has active or suspended services
*Inactive - Can login but has no active services currently, removed from client dropdown menus
*Closed - No active services and cannot login to the client area, removed from client dropdown menus

Please note: The clients status does not stop invoicing if their packages status is still active, suspended or pending.

===Status Update===

Any client account with no products, addons or domains active will have their account automatically set to Inactive by the cron job. This does not stop the user logging in, opening a ticket or paying any due invoices.

This can be further extended to include clients who have not logged in to the client area for three months, or it can be switched off entirely via Setup > [[Automation_Settings#Client_Status_Update|Automation Settings]].

An active product or addon is defined as being in Active or Suspended state. An active domain is Active or Pending-Transfer.

Should the client purchase a product domain or addon, then on the next cron run, their status would automatically be set to Active again. The '''Status Update''' checkbox can be ticked to prevent the client's status from being changed automatically and remain at the current value.

==Misc. Options==

===Marketing Emails Opt-out===

When ticked this means clients will not receive emails sent via the [[Mass_Mail|mass mail]] or [[Email_Marketer|email marketer]] tools. Clients can change the status of this field themselves via the My Details page of the client area (if enabled in [[Other_Tab#Marketing_Opt-out|general settings]]).

===Two-Factor Authentication===
If a client has configured two factor authentication for their account then the greyed-out checkbox on the Profile tab will become ticked. Thus indicating whether two factor is configured for that client's account. Should the client claim to have forgotten/lost their two factor device - then after verifying their identify - a member of staff can untick this checkbox, thereby allowing the client to login without completing two factor auth.

===Allow Single Sign-On===
When ticked, this client will be able to authentication into WHMCS from an external resource perform Single Sign On into WHMCS. For example ticking this option will prevent a client from logging into WHMCS using the [[WHMCS_OpenID_and_cPanel_Setup_Guide|cPanel OpenID integration]].

===Email Notifications===

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

Client accounts are able to select which email types to receive, if any. Each check box determines the emails that a client will receive as part of their account. Uncheck a box to stop that email type being sent to the account holder.

On upgrade to WHMCS 7.10 or for a new install, a client will be set to receive all email types.

A client can change these preferences themselves in the client area when editing their details.

There are certain emails that a client will always receive irrelevant of the preferences set - these are the Email Verification and password reset emails.

====Email Notification Groups====

The groups of email notifications match those found in Email Templates. When disabled, a client will not receive any emails sent using those email templates.

Mass Emails will also be disabled for that client depending on the type of [[Mass Mail]] being sent. For example, a 'General' mass mail will not be sent to a client who has chosen not to receive General emails.

===Custom Client Fields===

If any [[Custom_Fields|custom client fields]] have been configured, they will appear towards the bottom of the client's Profile tab. This allows staff to see the values clients have entered or change them directly.

===Admin Notes===

Here staff can enter private notes about the client to be displayed to whoever views this Summary tab. Separate notes sections are available available under the Products/Services , Domains and Notes tab.

Support Tickets

2020-03-12T14:47:24Z

Nathan: /* Admin Notes */

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.

{{:Support_Departments}}

==The Ticket List==
[[File:Support-tickets-view.png|thumb|The support ticket list]]
When a client submits a support ticket the appropriate members of staff assigned to that department will receive a New Support Ticket Opened email. To view the ticket navigate to '''Support > Support Tickets''' and the ticket list is displayed.

This page displays all tickets that are in status '''Awaiting Reply''' by default. The ticket order can be changed by clicking the table headings. To view only those tickets with a certain status, department or to search click the Search/Filter tab. The most commonly used status lists can accessed directly from the Support menu in the main admin navigation bar.

The Auto Refresh feature reloads the ticket list automatically at frequencies ranging from every 1 minute to 15 minutes. This is configured via the Auto Refresh tab.

There are several bulk tools on this page; Close and Delete are self-explanatory. Merge will merge two tickets together, the newer ticket is merged into the older ticket. Block Sender & Delete not only deletes the ticket but also adds the sender's email to the Banned Emails list.

A ticket starts life in the 'Open' status. This indicates a new ticket where the client has not yet received a reply from a member of staff. Once you've replied the status automatically changes to 'Answered'. The status can also be changed manually from the view ticket screen, using the dropdown menu next to the ticket subject - a change in selection here is saved immediately using ajax without any need for a page reload. Custom statuses can also be created to help with management of tickets, please refer to the [[Support Ticket Statuses]] section for more info on this.

==Merging Tickets==
When 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 Ticket==
[[File:Ticket-reply.png|thumb|The support ticket reply page]]
To open a ticket and view the contents of it, from where you can submit a reply, simply click the subject in the ticket list. You will then be taken to the ticket view page. The clients' messages & staff replies will all be displayed to you here, along with any private admin notes. The order of ticket message can be changed in the [[Support_Tab#Ticket_Reply_List_Order|General 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 Fields===

Support 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 write if it's easier to insert the merge field syntax rather than the actual value itself.

===Ticket Markdown===
WHMCS supports [[Markdown_Editor|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 Reply===

To 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 Attachments===

Attachments 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 Client===

It's also possible to create a [[Billable Items|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 Action===

The 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 Reply===

Client & 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 Replies===

Predefined 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 Reply====

To setup a predefined reply, go to '''Support > Predefined Replies'''. You will need to configure categories and predefined replies in the same way as [[Support_Center#Knowledgebase|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 Reply====

To 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.

==Splitting Replies==
[[File:Split-replies.JPG|thumb|Split Selected Ticket Replies]]
Sometimes it may be necessary to move specific replies out from one support ticket and into a new one. If the message contains an attachment, this will be carried across into the new ticket too. To do this; tick the checkboxes in the top-right corner of the message(s) you wish to split into a new ticket, scroll to the bottom of the page and click '''Split Selected Replies'''.

A prompt will appear where you may choose the department, priority and subject of the new ticket into which the messages will be moved. There is also a checkbox to send a new ticket notification email to the client if desired. Click Submit to perform the split. You will then be taken to the newly created ticket.

'''TIP:''' To quickly return to the original ticket, click the "Other Tickets" tab.

==Admin Notes==

The '''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.

===Staff Mentions===
Staff Mentions allow you to "tag" other administrative users and trigger an email notification to them as a quick and easy way to alert them to the note you have just added. To use a staff tag in a ticket note, just type the @ followed by the staff member's name.

For more information refer to the [[Staff_Mentions|Staff Mentions page]].

==Changing Associated Service==

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

A client opening a ticket can select a related service which will be highlighted when viewing the ticket via the admin area. Clicking on '''Change Associated Service''' will provide an interface to allow an admin user to change the service that a ticket is associated with. This will be useful when a client doesn't choose a service on ticket open, or if a client chooses the wrong service. A change of associated service will be logged to the ticket log so all changes can be seen.

When clicking the Change Associated Service button, an ajax call will fetch, if appropriate, the remaining services for a client should the services not all be displayed. On save or cancel, the view before the button being pressed will be returned. If an admin user is already viewing all the services of a client on a ticket, an ajax call will not take place.

==Custom Fields==

Support 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.

==Options==

The 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. jeff@example.com,bob@example.com

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.

==Ticket Tags/Tag Cloud==

The Ticket Tags/Tag Cloud functionality is designed to link tickets that have a common item (for example: all reporting the same issue). For example, this could be used to save a case ID from an external system for example in case you wish to follow up with those tickets once it is marked as resolved. To find all the tickets linked to the tag, please use the same name for the tag and then search by tag from the Search/Filter option on the ticket list page. It should bring up the list of tickets linked to the tag and the results can be used as desired.

==Log==

The 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==
[[File:Open-new-ticket.JPG|thumb|The open support ticket page]]
Staff can open support tickets from within the administration area by navigating to '''Support > Open New Ticket'''. On the following page enter the details of the recipient, if they are not a client fill their name in the "To" field and the "Email Address" field. If they are a client use the Client Search field to search by name, company and email addresses, clicking the client's name will automatically fill in the recipient's details.

If the client has contacts or sub-accounts configured an additional dropdown menu will be displayed named "Contacts". If you wish the ticket message to be emailed to the sub-account/contacts select their name from the menu, leave this dropdown at "None" for it to be delivered to the master account.

==Automated Knowledgebase Article Suggestions==
[[File:Knowledgebase-suggestions.JPG|thumb|Suggesting Knowledgebase Articles]]
As a user enters a message for submission as a support ticket, WHMCS can lookup and display relevant articles that match keywords in the submission text and display them to the user in an attempt to answer a clients question without them needing to ever submit the ticket. This is designed to help reduce common support questions. To turn this feature on or off, go to '''Setup > General Settings > Support tab > Knowledgebase Suggestions'''

There needs to be at least 5 articles with 30 words in each before the suggestions start working as it uses MySQL full text searching for likeness matches.

==Ticket Reply Ratings==

[[File:Ticket_reply_rating.png|200px|thumb|right]]
Ticket reply ratings allow your customers to rate responses they receive on tickets in the ticket system and allows you to monitor how pleased your customers are with the support they are currently receiving from your staff. To enable the ticket rating feature, go to Setup > General Settings > Support and tick the box for "Support Ticket Rating"

[[File:Ticket_reply_stars_admin.png|200px|thumb|right]]
When enabled, each reply in the client area will show a row of stars for the user to choose from in rating the response. They range from 1 being Poor to 5 being Excellent. Rating a reply is optional so not every reply will get a rating. Those that do will be shown when viewing the ticket in the admin area and there is also a report in the Reporting section that allows you to monitor these ratings:

*Ticket Ratings Reviewer - Allows you to filter based on specific star ratings and within a given date range

==Feedback Request==
<div class="docs-alert-info">
*Location of this functionality was changed in the 7.0 version of WHMCS<br />
</div>
[[File:Feedback_request.png|200px|thumb|right]]
In WHMCS 7.0, you can now enable the email request for a user to provide feedback for their support ticket experience on a per department basis. Previously this was a global option that applied to all departments within the General Settings. On upgrade, if you have the Ticket Feedback feature enabled, it will be enabled by default for all existing departments. If you do not have it enabled, it will not be enabled for any departments automatically.

The '''[[Support_Tickets#Departments|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 [[Reports#Ticket_Feedback_Scores|Ticket Feedback Scores]] and [[Reports#Ticket_Feedback_Comments|Ticket Feedback Comments]] reports.

==Auto Closing==

*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 Escalations==
The status, department and priority of a ticket can be changed automatically after a set time. For more information refer to the [[Support_Ticket_Escalations|Support Ticket Escalations]] page.

==Allowed File Attachments==

Support 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.

<div class="docs-alert-info">
<span class="title">Note</span><br/>
The file upload restrictions do not apply to admin users and an admin user can attach any type of file to a ticket.
</div>

===Ticket Attachments===
If enabled under '''Setup > General Settings > Support tab''' thumbnail previews of any image attachments will be displayed beneath the ticket message itself:

[[File:attachment-thumbnails.png]]

<div class="docs-alert-info">
<span class="title">Note</span><br/>
Ticket attachments will not be forwarded to staff members in notification emails. This is to prevent potentially sensitive attachments being re-transmitted via email and reduce email bandwidth consumption.
</div>

==Ticket Watchers==

Any 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

For a full overview of support ticket notifications, including ticket watcher notifications, please refer to [[Ticket Notifications]].

An admin user can unsubscribe from receiving notifications for a ticket at any time by clicking the ''Unwatch Ticket'' button. The unwatch button is only visible in tickets to which the admin user is currently watching.

==Ticket Collision Detection==

Collission detection prevents you from replying to a ticket or making changes when the status of a ticket has changed since you originally opened it.

<div class="docs-alert-warning">'''Example scenario'''<br>You open the ticket at 10:45am, you begin to type a reply but before you finish you get sidetracked, you return to the ticket 15 minutes later. You submit your reply not realising that in the time in between, another member of staff has already replied to the ticket. The collision detection will alert you to this before sending the reply to the customer, avoiding the confusing extra reply.</div>

You will receive a warning message if any changes have been made to a ticket when performing any of the following actions:

* Change of department
* Change of assignment/flagged user
* Change of priority
* Change of status
* Submitting a reply
* Making a change to the ticket options

The alert you receive will provide details about what has changed and ask you to confirm if you wish to continue.

[[File:TicketCollisionDetectionModal.png]]

The following attributes of a ticket will trigger a collision detection warning:

* Department
* Ticket Subject
* Ticket Priority
* Assigned Client
* Assigned Admin User
* CC Recipients
* Last Reply Time
* Ticket Status

Support Tickets

2020-03-12T14:47:04Z

Nathan: /* Changing Associated Service */

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.

{{:Support_Departments}}

==The Ticket List==
[[File:Support-tickets-view.png|thumb|The support ticket list]]
When a client submits a support ticket the appropriate members of staff assigned to that department will receive a New Support Ticket Opened email. To view the ticket navigate to '''Support > Support Tickets''' and the ticket list is displayed.

This page displays all tickets that are in status '''Awaiting Reply''' by default. The ticket order can be changed by clicking the table headings. To view only those tickets with a certain status, department or to search click the Search/Filter tab. The most commonly used status lists can accessed directly from the Support menu in the main admin navigation bar.

The Auto Refresh feature reloads the ticket list automatically at frequencies ranging from every 1 minute to 15 minutes. This is configured via the Auto Refresh tab.

There are several bulk tools on this page; Close and Delete are self-explanatory. Merge will merge two tickets together, the newer ticket is merged into the older ticket. Block Sender & Delete not only deletes the ticket but also adds the sender's email to the Banned Emails list.

A ticket starts life in the 'Open' status. This indicates a new ticket where the client has not yet received a reply from a member of staff. Once you've replied the status automatically changes to 'Answered'. The status can also be changed manually from the view ticket screen, using the dropdown menu next to the ticket subject - a change in selection here is saved immediately using ajax without any need for a page reload. Custom statuses can also be created to help with management of tickets, please refer to the [[Support Ticket Statuses]] section for more info on this.

==Merging Tickets==
When 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 Ticket==
[[File:Ticket-reply.png|thumb|The support ticket reply page]]
To open a ticket and view the contents of it, from where you can submit a reply, simply click the subject in the ticket list. You will then be taken to the ticket view page. The clients' messages & staff replies will all be displayed to you here, along with any private admin notes. The order of ticket message can be changed in the [[Support_Tab#Ticket_Reply_List_Order|General 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 Fields===

Support 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 write if it's easier to insert the merge field syntax rather than the actual value itself.

===Ticket Markdown===
WHMCS supports [[Markdown_Editor|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 Reply===

To 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 Attachments===

Attachments 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 Client===

It's also possible to create a [[Billable Items|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 Action===

The 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 Reply===

Client & 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 Replies===

Predefined 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 Reply====

To setup a predefined reply, go to '''Support > Predefined Replies'''. You will need to configure categories and predefined replies in the same way as [[Support_Center#Knowledgebase|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 Reply====

To 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.

==Splitting Replies==
[[File:Split-replies.JPG|thumb|Split Selected Ticket Replies]]
Sometimes it may be necessary to move specific replies out from one support ticket and into a new one. If the message contains an attachment, this will be carried across into the new ticket too. To do this; tick the checkboxes in the top-right corner of the message(s) you wish to split into a new ticket, scroll to the bottom of the page and click '''Split Selected Replies'''.

A prompt will appear where you may choose the department, priority and subject of the new ticket into which the messages will be moved. There is also a checkbox to send a new ticket notification email to the client if desired. Click Submit to perform the split. You will then be taken to the newly created ticket.

'''TIP:''' To quickly return to the original ticket, click the "Other Tickets" tab.

==Admin Notes==

The '''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.

==Changing Associated Service==

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

A client opening a ticket can select a related service which will be highlighted when viewing the ticket via the admin area. Clicking on '''Change Associated Service''' will provide an interface to allow an admin user to change the service that a ticket is associated with. This will be useful when a client doesn't choose a service on ticket open, or if a client chooses the wrong service. A change of associated service will be logged to the ticket log so all changes can be seen.

When clicking the Change Associated Service button, an ajax call will fetch, if appropriate, the remaining services for a client should the services not all be displayed. On save or cancel, the view before the button being pressed will be returned. If an admin user is already viewing all the services of a client on a ticket, an ajax call will not take place.

==Custom Fields==

Support 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.

==Options==

The 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. jeff@example.com,bob@example.com

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.

==Ticket Tags/Tag Cloud==

The Ticket Tags/Tag Cloud functionality is designed to link tickets that have a common item (for example: all reporting the same issue). For example, this could be used to save a case ID from an external system for example in case you wish to follow up with those tickets once it is marked as resolved. To find all the tickets linked to the tag, please use the same name for the tag and then search by tag from the Search/Filter option on the ticket list page. It should bring up the list of tickets linked to the tag and the results can be used as desired.

==Log==

The 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==
[[File:Open-new-ticket.JPG|thumb|The open support ticket page]]
Staff can open support tickets from within the administration area by navigating to '''Support > Open New Ticket'''. On the following page enter the details of the recipient, if they are not a client fill their name in the "To" field and the "Email Address" field. If they are a client use the Client Search field to search by name, company and email addresses, clicking the client's name will automatically fill in the recipient's details.

If the client has contacts or sub-accounts configured an additional dropdown menu will be displayed named "Contacts". If you wish the ticket message to be emailed to the sub-account/contacts select their name from the menu, leave this dropdown at "None" for it to be delivered to the master account.

==Automated Knowledgebase Article Suggestions==
[[File:Knowledgebase-suggestions.JPG|thumb|Suggesting Knowledgebase Articles]]
As a user enters a message for submission as a support ticket, WHMCS can lookup and display relevant articles that match keywords in the submission text and display them to the user in an attempt to answer a clients question without them needing to ever submit the ticket. This is designed to help reduce common support questions. To turn this feature on or off, go to '''Setup > General Settings > Support tab > Knowledgebase Suggestions'''

There needs to be at least 5 articles with 30 words in each before the suggestions start working as it uses MySQL full text searching for likeness matches.

==Ticket Reply Ratings==

[[File:Ticket_reply_rating.png|200px|thumb|right]]
Ticket reply ratings allow your customers to rate responses they receive on tickets in the ticket system and allows you to monitor how pleased your customers are with the support they are currently receiving from your staff. To enable the ticket rating feature, go to Setup > General Settings > Support and tick the box for "Support Ticket Rating"

[[File:Ticket_reply_stars_admin.png|200px|thumb|right]]
When enabled, each reply in the client area will show a row of stars for the user to choose from in rating the response. They range from 1 being Poor to 5 being Excellent. Rating a reply is optional so not every reply will get a rating. Those that do will be shown when viewing the ticket in the admin area and there is also a report in the Reporting section that allows you to monitor these ratings:

*Ticket Ratings Reviewer - Allows you to filter based on specific star ratings and within a given date range

==Feedback Request==
<div class="docs-alert-info">
*Location of this functionality was changed in the 7.0 version of WHMCS<br />
</div>
[[File:Feedback_request.png|200px|thumb|right]]
In WHMCS 7.0, you can now enable the email request for a user to provide feedback for their support ticket experience on a per department basis. Previously this was a global option that applied to all departments within the General Settings. On upgrade, if you have the Ticket Feedback feature enabled, it will be enabled by default for all existing departments. If you do not have it enabled, it will not be enabled for any departments automatically.

The '''[[Support_Tickets#Departments|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 [[Reports#Ticket_Feedback_Scores|Ticket Feedback Scores]] and [[Reports#Ticket_Feedback_Comments|Ticket Feedback Comments]] reports.

==Auto Closing==

*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 Escalations==
The status, department and priority of a ticket can be changed automatically after a set time. For more information refer to the [[Support_Ticket_Escalations|Support Ticket Escalations]] page.

==Allowed File Attachments==

Support 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.

<div class="docs-alert-info">
<span class="title">Note</span><br/>
The file upload restrictions do not apply to admin users and an admin user can attach any type of file to a ticket.
</div>

===Ticket Attachments===
If enabled under '''Setup > General Settings > Support tab''' thumbnail previews of any image attachments will be displayed beneath the ticket message itself:

[[File:attachment-thumbnails.png]]

<div class="docs-alert-info">
<span class="title">Note</span><br/>
Ticket attachments will not be forwarded to staff members in notification emails. This is to prevent potentially sensitive attachments being re-transmitted via email and reduce email bandwidth consumption.
</div>

==Ticket Watchers==

Any 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

For a full overview of support ticket notifications, including ticket watcher notifications, please refer to [[Ticket Notifications]].

An admin user can unsubscribe from receiving notifications for a ticket at any time by clicking the ''Unwatch Ticket'' button. The unwatch button is only visible in tickets to which the admin user is currently watching.

==Ticket Collision Detection==

Collission detection prevents you from replying to a ticket or making changes when the status of a ticket has changed since you originally opened it.

<div class="docs-alert-warning">'''Example scenario'''<br>You open the ticket at 10:45am, you begin to type a reply but before you finish you get sidetracked, you return to the ticket 15 minutes later. You submit your reply not realising that in the time in between, another member of staff has already replied to the ticket. The collision detection will alert you to this before sending the reply to the customer, avoiding the confusing extra reply.</div>

You will receive a warning message if any changes have been made to a ticket when performing any of the following actions:

* Change of department
* Change of assignment/flagged user
* Change of priority
* Change of status
* Submitting a reply
* Making a change to the ticket options

The alert you receive will provide details about what has changed and ask you to confirm if you wish to continue.

[[File:TicketCollisionDetectionModal.png]]

The following attributes of a ticket will trigger a collision detection warning:

* Department
* Ticket Subject
* Ticket Priority
* Assigned Client
* Assigned Admin User
* CC Recipients
* Last Reply Time
* Ticket Status

Support Tickets

2020-03-12T14:46:44Z

Nathan:

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.

{{:Support_Departments}}

==The Ticket List==
[[File:Support-tickets-view.png|thumb|The support ticket list]]
When a client submits a support ticket the appropriate members of staff assigned to that department will receive a New Support Ticket Opened email. To view the ticket navigate to '''Support > Support Tickets''' and the ticket list is displayed.

This page displays all tickets that are in status '''Awaiting Reply''' by default. The ticket order can be changed by clicking the table headings. To view only those tickets with a certain status, department or to search click the Search/Filter tab. The most commonly used status lists can accessed directly from the Support menu in the main admin navigation bar.

The Auto Refresh feature reloads the ticket list automatically at frequencies ranging from every 1 minute to 15 minutes. This is configured via the Auto Refresh tab.

There are several bulk tools on this page; Close and Delete are self-explanatory. Merge will merge two tickets together, the newer ticket is merged into the older ticket. Block Sender & Delete not only deletes the ticket but also adds the sender's email to the Banned Emails list.

A ticket starts life in the 'Open' status. This indicates a new ticket where the client has not yet received a reply from a member of staff. Once you've replied the status automatically changes to 'Answered'. The status can also be changed manually from the view ticket screen, using the dropdown menu next to the ticket subject - a change in selection here is saved immediately using ajax without any need for a page reload. Custom statuses can also be created to help with management of tickets, please refer to the [[Support Ticket Statuses]] section for more info on this.

==Merging Tickets==
When 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 Ticket==
[[File:Ticket-reply.png|thumb|The support ticket reply page]]
To open a ticket and view the contents of it, from where you can submit a reply, simply click the subject in the ticket list. You will then be taken to the ticket view page. The clients' messages & staff replies will all be displayed to you here, along with any private admin notes. The order of ticket message can be changed in the [[Support_Tab#Ticket_Reply_List_Order|General 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 Fields===

Support 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 write if it's easier to insert the merge field syntax rather than the actual value itself.

===Ticket Markdown===
WHMCS supports [[Markdown_Editor|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 Reply===

To 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 Attachments===

Attachments 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 Client===

It's also possible to create a [[Billable Items|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 Action===

The 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 Reply===

Client & 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 Replies===

Predefined 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 Reply====

To setup a predefined reply, go to '''Support > Predefined Replies'''. You will need to configure categories and predefined replies in the same way as [[Support_Center#Knowledgebase|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 Reply====

To 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.

==Splitting Replies==
[[File:Split-replies.JPG|thumb|Split Selected Ticket Replies]]
Sometimes it may be necessary to move specific replies out from one support ticket and into a new one. If the message contains an attachment, this will be carried across into the new ticket too. To do this; tick the checkboxes in the top-right corner of the message(s) you wish to split into a new ticket, scroll to the bottom of the page and click '''Split Selected Replies'''.

A prompt will appear where you may choose the department, priority and subject of the new ticket into which the messages will be moved. There is also a checkbox to send a new ticket notification email to the client if desired. Click Submit to perform the split. You will then be taken to the newly created ticket.

'''TIP:''' To quickly return to the original ticket, click the "Other Tickets" tab.

==Admin Notes==

The '''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.

==Changing Associated Service==

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

A client opening a ticket can select a related service which will be highlighted when viewing the ticket via the admin area. Clicking on '''Change Associated Service''' will provide an interface to allow an admin user to change the service that a ticket is associated with. This will be useful when a client doesn't choose a service on ticket open, or if a client chooses the wrong service. A change of associated service will be logged to the ticket log so all changes can be seen.

When clicking the Change Associated Service button, an ajax call will fetch, if appropriate, the remaining services for a client should the services not all be displayed. On save or cancel, the view before the button being pressed will be returned. If an admin user is already viewing all the services of a client on a ticket, an ajax call will not take place.

===Staff Mentions===
Staff Mentions allow you to "tag" other administrative users and trigger an email notification to them as a quick and easy way to alert them to the note you have just added. To use a staff tag in a ticket note, just type the @ followed by the staff member's name.

For more information refer to the [[Staff_Mentions|Staff Mentions page]].

==Custom Fields==

Support 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.

==Options==

The 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. jeff@example.com,bob@example.com

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.

==Ticket Tags/Tag Cloud==

The Ticket Tags/Tag Cloud functionality is designed to link tickets that have a common item (for example: all reporting the same issue). For example, this could be used to save a case ID from an external system for example in case you wish to follow up with those tickets once it is marked as resolved. To find all the tickets linked to the tag, please use the same name for the tag and then search by tag from the Search/Filter option on the ticket list page. It should bring up the list of tickets linked to the tag and the results can be used as desired.

==Log==

The 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==
[[File:Open-new-ticket.JPG|thumb|The open support ticket page]]
Staff can open support tickets from within the administration area by navigating to '''Support > Open New Ticket'''. On the following page enter the details of the recipient, if they are not a client fill their name in the "To" field and the "Email Address" field. If they are a client use the Client Search field to search by name, company and email addresses, clicking the client's name will automatically fill in the recipient's details.

If the client has contacts or sub-accounts configured an additional dropdown menu will be displayed named "Contacts". If you wish the ticket message to be emailed to the sub-account/contacts select their name from the menu, leave this dropdown at "None" for it to be delivered to the master account.

==Automated Knowledgebase Article Suggestions==
[[File:Knowledgebase-suggestions.JPG|thumb|Suggesting Knowledgebase Articles]]
As a user enters a message for submission as a support ticket, WHMCS can lookup and display relevant articles that match keywords in the submission text and display them to the user in an attempt to answer a clients question without them needing to ever submit the ticket. This is designed to help reduce common support questions. To turn this feature on or off, go to '''Setup > General Settings > Support tab > Knowledgebase Suggestions'''

There needs to be at least 5 articles with 30 words in each before the suggestions start working as it uses MySQL full text searching for likeness matches.

==Ticket Reply Ratings==

[[File:Ticket_reply_rating.png|200px|thumb|right]]
Ticket reply ratings allow your customers to rate responses they receive on tickets in the ticket system and allows you to monitor how pleased your customers are with the support they are currently receiving from your staff. To enable the ticket rating feature, go to Setup > General Settings > Support and tick the box for "Support Ticket Rating"

[[File:Ticket_reply_stars_admin.png|200px|thumb|right]]
When enabled, each reply in the client area will show a row of stars for the user to choose from in rating the response. They range from 1 being Poor to 5 being Excellent. Rating a reply is optional so not every reply will get a rating. Those that do will be shown when viewing the ticket in the admin area and there is also a report in the Reporting section that allows you to monitor these ratings:

*Ticket Ratings Reviewer - Allows you to filter based on specific star ratings and within a given date range

==Feedback Request==
<div class="docs-alert-info">
*Location of this functionality was changed in the 7.0 version of WHMCS<br />
</div>
[[File:Feedback_request.png|200px|thumb|right]]
In WHMCS 7.0, you can now enable the email request for a user to provide feedback for their support ticket experience on a per department basis. Previously this was a global option that applied to all departments within the General Settings. On upgrade, if you have the Ticket Feedback feature enabled, it will be enabled by default for all existing departments. If you do not have it enabled, it will not be enabled for any departments automatically.

The '''[[Support_Tickets#Departments|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 [[Reports#Ticket_Feedback_Scores|Ticket Feedback Scores]] and [[Reports#Ticket_Feedback_Comments|Ticket Feedback Comments]] reports.

==Auto Closing==

*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 Escalations==
The status, department and priority of a ticket can be changed automatically after a set time. For more information refer to the [[Support_Ticket_Escalations|Support Ticket Escalations]] page.

==Allowed File Attachments==

Support 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.

<div class="docs-alert-info">
<span class="title">Note</span><br/>
The file upload restrictions do not apply to admin users and an admin user can attach any type of file to a ticket.
</div>

===Ticket Attachments===
If enabled under '''Setup > General Settings > Support tab''' thumbnail previews of any image attachments will be displayed beneath the ticket message itself:

[[File:attachment-thumbnails.png]]

<div class="docs-alert-info">
<span class="title">Note</span><br/>
Ticket attachments will not be forwarded to staff members in notification emails. This is to prevent potentially sensitive attachments being re-transmitted via email and reduce email bandwidth consumption.
</div>

==Ticket Watchers==

Any 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

For a full overview of support ticket notifications, including ticket watcher notifications, please refer to [[Ticket Notifications]].

An admin user can unsubscribe from receiving notifications for a ticket at any time by clicking the ''Unwatch Ticket'' button. The unwatch button is only visible in tickets to which the admin user is currently watching.

==Ticket Collision Detection==

Collission detection prevents you from replying to a ticket or making changes when the status of a ticket has changed since you originally opened it.

<div class="docs-alert-warning">'''Example scenario'''<br>You open the ticket at 10:45am, you begin to type a reply but before you finish you get sidetracked, you return to the ticket 15 minutes later. You submit your reply not realising that in the time in between, another member of staff has already replied to the ticket. The collision detection will alert you to this before sending the reply to the customer, avoiding the confusing extra reply.</div>

You will receive a warning message if any changes have been made to a ticket when performing any of the following actions:

* Change of department
* Change of assignment/flagged user
* Change of priority
* Change of status
* Submitting a reply
* Making a change to the ticket options

The alert you receive will provide details about what has changed and ask you to confirm if you wish to continue.

[[File:TicketCollisionDetectionModal.png]]

The following attributes of a ticket will trigger a collision detection warning:

* Department
* Ticket Subject
* Ticket Priority
* Assigned Client
* Assigned Admin User
* CC Recipients
* Last Reply Time
* Ticket Status

Support Tickets

2020-03-12T14:43:53Z

Nathan: /* Changing Associated Service */

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.

{{:Support_Departments}}

==The Ticket List==
[[File:Support-tickets-view.png|thumb|The support ticket list]]
When a client submits a support ticket the appropriate members of staff assigned to that department will receive a New Support Ticket Opened email. To view the ticket navigate to '''Support > Support Tickets''' and the ticket list is displayed.

This page displays all tickets that are in status '''Awaiting Reply''' by default. The ticket order can be changed by clicking the table headings. To view only those tickets with a certain status, department or to search click the Search/Filter tab. The most commonly used status lists can accessed directly from the Support menu in the main admin navigation bar.

The Auto Refresh feature reloads the ticket list automatically at frequencies ranging from every 1 minute to 15 minutes. This is configured via the Auto Refresh tab.

There are several bulk tools on this page; Close and Delete are self-explanatory. Merge will merge two tickets together, the newer ticket is merged into the older ticket. Block Sender & Delete not only deletes the ticket but also adds the sender's email to the Banned Emails list.

A ticket starts life in the 'Open' status. This indicates a new ticket where the client has not yet received a reply from a member of staff. Once you've replied the status automatically changes to 'Answered'. The status can also be changed manually from the view ticket screen, using the dropdown menu next to the ticket subject - a change in selection here is saved immediately using ajax without any need for a page reload. Custom statuses can also be created to help with management of tickets, please refer to the [[Support Ticket Statuses]] section for more info on this.

==Merging Tickets==
When 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 Ticket==
[[File:Ticket-reply.png|thumb|The support ticket reply page]]
To open a ticket and view the contents of it, from where you can submit a reply, simply click the subject in the ticket list. You will then be taken to the ticket view page. The clients' messages & staff replies will all be displayed to you here, along with any private admin notes. The order of ticket message can be changed in the [[Support_Tab#Ticket_Reply_List_Order|General 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 Fields===

Support 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 write if it's easier to insert the merge field syntax rather than the actual value itself.

===Ticket Markdown===
WHMCS supports [[Markdown_Editor|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 Reply===

To 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 Attachments===

Attachments 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 Client===

It's also possible to create a [[Billable Items|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.

===Changing Associated Service===

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

A client opening a ticket can select a related service which will be highlighted when viewing the ticket via the admin area. Clicking on '''Change Associated Service''' will provide an interface to allow an admin user to change the service that a ticket is associated with. This will be useful when a client doesn't choose a service on ticket open, or if a client chooses the wrong service. A change of associated service will be logged to the ticket log so all changes can be seen.

When clicking the Change Associated Service button, an ajax call will fetch, if appropriate, the remaining services for a client should the services not all be displayed. On save or cancel, the view before the button being pressed will be returned. If an admin user is already viewing all the services of a client on a ticket, an ajax call will not take place.

===Post Reply Action===

The 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 Reply===

Client & 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 Replies===

Predefined 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 Reply====

To setup a predefined reply, go to '''Support > Predefined Replies'''. You will need to configure categories and predefined replies in the same way as [[Support_Center#Knowledgebase|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 Reply====

To 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.

==Splitting Replies==
[[File:Split-replies.JPG|thumb|Split Selected Ticket Replies]]
Sometimes it may be necessary to move specific replies out from one support ticket and into a new one. If the message contains an attachment, this will be carried across into the new ticket too. To do this; tick the checkboxes in the top-right corner of the message(s) you wish to split into a new ticket, scroll to the bottom of the page and click '''Split Selected Replies'''.

A prompt will appear where you may choose the department, priority and subject of the new ticket into which the messages will be moved. There is also a checkbox to send a new ticket notification email to the client if desired. Click Submit to perform the split. You will then be taken to the newly created ticket.

'''TIP:''' To quickly return to the original ticket, click the "Other Tickets" tab.

==Admin Notes==

The '''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.

===Staff Mentions===
Staff Mentions allow you to "tag" other administrative users and trigger an email notification to them as a quick and easy way to alert them to the note you have just added. To use a staff tag in a ticket note, just type the @ followed by the staff member's name.

For more information refer to the [[Staff_Mentions|Staff Mentions page]].

==Custom Fields==

Support 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.

==Options==

The 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. jeff@example.com,bob@example.com

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.

==Ticket Tags/Tag Cloud==

The Ticket Tags/Tag Cloud functionality is designed to link tickets that have a common item (for example: all reporting the same issue). For example, this could be used to save a case ID from an external system for example in case you wish to follow up with those tickets once it is marked as resolved. To find all the tickets linked to the tag, please use the same name for the tag and then search by tag from the Search/Filter option on the ticket list page. It should bring up the list of tickets linked to the tag and the results can be used as desired.

==Log==

The 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==
[[File:Open-new-ticket.JPG|thumb|The open support ticket page]]
Staff can open support tickets from within the administration area by navigating to '''Support > Open New Ticket'''. On the following page enter the details of the recipient, if they are not a client fill their name in the "To" field and the "Email Address" field. If they are a client use the Client Search field to search by name, company and email addresses, clicking the client's name will automatically fill in the recipient's details.

If the client has contacts or sub-accounts configured an additional dropdown menu will be displayed named "Contacts". If you wish the ticket message to be emailed to the sub-account/contacts select their name from the menu, leave this dropdown at "None" for it to be delivered to the master account.

==Automated Knowledgebase Article Suggestions==
[[File:Knowledgebase-suggestions.JPG|thumb|Suggesting Knowledgebase Articles]]
As a user enters a message for submission as a support ticket, WHMCS can lookup and display relevant articles that match keywords in the submission text and display them to the user in an attempt to answer a clients question without them needing to ever submit the ticket. This is designed to help reduce common support questions. To turn this feature on or off, go to '''Setup > General Settings > Support tab > Knowledgebase Suggestions'''

There needs to be at least 5 articles with 30 words in each before the suggestions start working as it uses MySQL full text searching for likeness matches.

==Ticket Reply Ratings==

[[File:Ticket_reply_rating.png|200px|thumb|right]]
Ticket reply ratings allow your customers to rate responses they receive on tickets in the ticket system and allows you to monitor how pleased your customers are with the support they are currently receiving from your staff. To enable the ticket rating feature, go to Setup > General Settings > Support and tick the box for "Support Ticket Rating"

[[File:Ticket_reply_stars_admin.png|200px|thumb|right]]
When enabled, each reply in the client area will show a row of stars for the user to choose from in rating the response. They range from 1 being Poor to 5 being Excellent. Rating a reply is optional so not every reply will get a rating. Those that do will be shown when viewing the ticket in the admin area and there is also a report in the Reporting section that allows you to monitor these ratings:

*Ticket Ratings Reviewer - Allows you to filter based on specific star ratings and within a given date range

==Feedback Request==
<div class="docs-alert-info">
*Location of this functionality was changed in the 7.0 version of WHMCS<br />
</div>
[[File:Feedback_request.png|200px|thumb|right]]
In WHMCS 7.0, you can now enable the email request for a user to provide feedback for their support ticket experience on a per department basis. Previously this was a global option that applied to all departments within the General Settings. On upgrade, if you have the Ticket Feedback feature enabled, it will be enabled by default for all existing departments. If you do not have it enabled, it will not be enabled for any departments automatically.

The '''[[Support_Tickets#Departments|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 [[Reports#Ticket_Feedback_Scores|Ticket Feedback Scores]] and [[Reports#Ticket_Feedback_Comments|Ticket Feedback Comments]] reports.

==Auto Closing==

*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 Escalations==
The status, department and priority of a ticket can be changed automatically after a set time. For more information refer to the [[Support_Ticket_Escalations|Support Ticket Escalations]] page.

==Allowed File Attachments==

Support 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.

<div class="docs-alert-info">
<span class="title">Note</span><br/>
The file upload restrictions do not apply to admin users and an admin user can attach any type of file to a ticket.
</div>

===Ticket Attachments===
If enabled under '''Setup > General Settings > Support tab''' thumbnail previews of any image attachments will be displayed beneath the ticket message itself:

[[File:attachment-thumbnails.png]]

<div class="docs-alert-info">
<span class="title">Note</span><br/>
Ticket attachments will not be forwarded to staff members in notification emails. This is to prevent potentially sensitive attachments being re-transmitted via email and reduce email bandwidth consumption.
</div>

==Ticket Watchers==

Any 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

For a full overview of support ticket notifications, including ticket watcher notifications, please refer to [[Ticket Notifications]].

An admin user can unsubscribe from receiving notifications for a ticket at any time by clicking the ''Unwatch Ticket'' button. The unwatch button is only visible in tickets to which the admin user is currently watching.

==Ticket Collision Detection==

Collission detection prevents you from replying to a ticket or making changes when the status of a ticket has changed since you originally opened it.

<div class="docs-alert-warning">'''Example scenario'''<br>You open the ticket at 10:45am, you begin to type a reply but before you finish you get sidetracked, you return to the ticket 15 minutes later. You submit your reply not realising that in the time in between, another member of staff has already replied to the ticket. The collision detection will alert you to this before sending the reply to the customer, avoiding the confusing extra reply.</div>

You will receive a warning message if any changes have been made to a ticket when performing any of the following actions:

* Change of department
* Change of assignment/flagged user
* Change of priority
* Change of status
* Submitting a reply
* Making a change to the ticket options

The alert you receive will provide details about what has changed and ask you to confirm if you wish to continue.

[[File:TicketCollisionDetectionModal.png]]

The following attributes of a ticket will trigger a collision detection warning:

* Department
* Ticket Subject
* Ticket Priority
* Assigned Client
* Assigned Admin User
* CC Recipients
* Last Reply Time
* Ticket Status

Support Tickets

2020-03-12T14:43:31Z

Nathan: /* Replying to a Ticket */

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.

{{:Support_Departments}}

==The Ticket List==
[[File:Support-tickets-view.png|thumb|The support ticket list]]
When a client submits a support ticket the appropriate members of staff assigned to that department will receive a New Support Ticket Opened email. To view the ticket navigate to '''Support > Support Tickets''' and the ticket list is displayed.

This page displays all tickets that are in status '''Awaiting Reply''' by default. The ticket order can be changed by clicking the table headings. To view only those tickets with a certain status, department or to search click the Search/Filter tab. The most commonly used status lists can accessed directly from the Support menu in the main admin navigation bar.

The Auto Refresh feature reloads the ticket list automatically at frequencies ranging from every 1 minute to 15 minutes. This is configured via the Auto Refresh tab.

There are several bulk tools on this page; Close and Delete are self-explanatory. Merge will merge two tickets together, the newer ticket is merged into the older ticket. Block Sender & Delete not only deletes the ticket but also adds the sender's email to the Banned Emails list.

A ticket starts life in the 'Open' status. This indicates a new ticket where the client has not yet received a reply from a member of staff. Once you've replied the status automatically changes to 'Answered'. The status can also be changed manually from the view ticket screen, using the dropdown menu next to the ticket subject - a change in selection here is saved immediately using ajax without any need for a page reload. Custom statuses can also be created to help with management of tickets, please refer to the [[Support Ticket Statuses]] section for more info on this.

==Merging Tickets==
When 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 Ticket==
[[File:Ticket-reply.png|thumb|The support ticket reply page]]
To open a ticket and view the contents of it, from where you can submit a reply, simply click the subject in the ticket list. You will then be taken to the ticket view page. The clients' messages & staff replies will all be displayed to you here, along with any private admin notes. The order of ticket message can be changed in the [[Support_Tab#Ticket_Reply_List_Order|General 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 Fields===

Support 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 write if it's easier to insert the merge field syntax rather than the actual value itself.

===Ticket Markdown===
WHMCS supports [[Markdown_Editor|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 Reply===

To 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 Attachments===

Attachments 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 Client===

It's also possible to create a [[Billable Items|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.

===Changing Associated Service===

A client opening a ticket can select a related service which will be highlighted when viewing the ticket via the admin area. Clicking on '''Change Associated Service''' will provide an interface to allow an admin user to change the service that a ticket is associated with. This will be useful when a client doesn't choose a service on ticket open, or if a client chooses the wrong service. A change of associated service will be logged to the ticket log so all changes can be seen.

When clicking the Change Associated Service button, an ajax call will fetch, if appropriate, the remaining services for a client should the services not all be displayed. On save or cancel, the view before the button being pressed will be returned. If an admin user is already viewing all the services of a client on a ticket, an ajax call will not take place.

===Post Reply Action===

The 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 Reply===

Client & 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 Replies===

Predefined 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 Reply====

To setup a predefined reply, go to '''Support > Predefined Replies'''. You will need to configure categories and predefined replies in the same way as [[Support_Center#Knowledgebase|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 Reply====

To 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.

==Splitting Replies==
[[File:Split-replies.JPG|thumb|Split Selected Ticket Replies]]
Sometimes it may be necessary to move specific replies out from one support ticket and into a new one. If the message contains an attachment, this will be carried across into the new ticket too. To do this; tick the checkboxes in the top-right corner of the message(s) you wish to split into a new ticket, scroll to the bottom of the page and click '''Split Selected Replies'''.

A prompt will appear where you may choose the department, priority and subject of the new ticket into which the messages will be moved. There is also a checkbox to send a new ticket notification email to the client if desired. Click Submit to perform the split. You will then be taken to the newly created ticket.

'''TIP:''' To quickly return to the original ticket, click the "Other Tickets" tab.

==Admin Notes==

The '''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.

===Staff Mentions===
Staff Mentions allow you to "tag" other administrative users and trigger an email notification to them as a quick and easy way to alert them to the note you have just added. To use a staff tag in a ticket note, just type the @ followed by the staff member's name.

For more information refer to the [[Staff_Mentions|Staff Mentions page]].

==Custom Fields==

Support 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.

==Options==

The 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. jeff@example.com,bob@example.com

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.

==Ticket Tags/Tag Cloud==

The Ticket Tags/Tag Cloud functionality is designed to link tickets that have a common item (for example: all reporting the same issue). For example, this could be used to save a case ID from an external system for example in case you wish to follow up with those tickets once it is marked as resolved. To find all the tickets linked to the tag, please use the same name for the tag and then search by tag from the Search/Filter option on the ticket list page. It should bring up the list of tickets linked to the tag and the results can be used as desired.

==Log==

The 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==
[[File:Open-new-ticket.JPG|thumb|The open support ticket page]]
Staff can open support tickets from within the administration area by navigating to '''Support > Open New Ticket'''. On the following page enter the details of the recipient, if they are not a client fill their name in the "To" field and the "Email Address" field. If they are a client use the Client Search field to search by name, company and email addresses, clicking the client's name will automatically fill in the recipient's details.

If the client has contacts or sub-accounts configured an additional dropdown menu will be displayed named "Contacts". If you wish the ticket message to be emailed to the sub-account/contacts select their name from the menu, leave this dropdown at "None" for it to be delivered to the master account.

==Automated Knowledgebase Article Suggestions==
[[File:Knowledgebase-suggestions.JPG|thumb|Suggesting Knowledgebase Articles]]
As a user enters a message for submission as a support ticket, WHMCS can lookup and display relevant articles that match keywords in the submission text and display them to the user in an attempt to answer a clients question without them needing to ever submit the ticket. This is designed to help reduce common support questions. To turn this feature on or off, go to '''Setup > General Settings > Support tab > Knowledgebase Suggestions'''

There needs to be at least 5 articles with 30 words in each before the suggestions start working as it uses MySQL full text searching for likeness matches.

==Ticket Reply Ratings==

[[File:Ticket_reply_rating.png|200px|thumb|right]]
Ticket reply ratings allow your customers to rate responses they receive on tickets in the ticket system and allows you to monitor how pleased your customers are with the support they are currently receiving from your staff. To enable the ticket rating feature, go to Setup > General Settings > Support and tick the box for "Support Ticket Rating"

[[File:Ticket_reply_stars_admin.png|200px|thumb|right]]
When enabled, each reply in the client area will show a row of stars for the user to choose from in rating the response. They range from 1 being Poor to 5 being Excellent. Rating a reply is optional so not every reply will get a rating. Those that do will be shown when viewing the ticket in the admin area and there is also a report in the Reporting section that allows you to monitor these ratings:

*Ticket Ratings Reviewer - Allows you to filter based on specific star ratings and within a given date range

==Feedback Request==
<div class="docs-alert-info">
*Location of this functionality was changed in the 7.0 version of WHMCS<br />
</div>
[[File:Feedback_request.png|200px|thumb|right]]
In WHMCS 7.0, you can now enable the email request for a user to provide feedback for their support ticket experience on a per department basis. Previously this was a global option that applied to all departments within the General Settings. On upgrade, if you have the Ticket Feedback feature enabled, it will be enabled by default for all existing departments. If you do not have it enabled, it will not be enabled for any departments automatically.

The '''[[Support_Tickets#Departments|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 [[Reports#Ticket_Feedback_Scores|Ticket Feedback Scores]] and [[Reports#Ticket_Feedback_Comments|Ticket Feedback Comments]] reports.

==Auto Closing==

*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 Escalations==
The status, department and priority of a ticket can be changed automatically after a set time. For more information refer to the [[Support_Ticket_Escalations|Support Ticket Escalations]] page.

==Allowed File Attachments==

Support 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.

<div class="docs-alert-info">
<span class="title">Note</span><br/>
The file upload restrictions do not apply to admin users and an admin user can attach any type of file to a ticket.
</div>

===Ticket Attachments===
If enabled under '''Setup > General Settings > Support tab''' thumbnail previews of any image attachments will be displayed beneath the ticket message itself:

[[File:attachment-thumbnails.png]]

<div class="docs-alert-info">
<span class="title">Note</span><br/>
Ticket attachments will not be forwarded to staff members in notification emails. This is to prevent potentially sensitive attachments being re-transmitted via email and reduce email bandwidth consumption.
</div>

==Ticket Watchers==

Any 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

For a full overview of support ticket notifications, including ticket watcher notifications, please refer to [[Ticket Notifications]].

An admin user can unsubscribe from receiving notifications for a ticket at any time by clicking the ''Unwatch Ticket'' button. The unwatch button is only visible in tickets to which the admin user is currently watching.

==Ticket Collision Detection==

Collission detection prevents you from replying to a ticket or making changes when the status of a ticket has changed since you originally opened it.

<div class="docs-alert-warning">'''Example scenario'''<br>You open the ticket at 10:45am, you begin to type a reply but before you finish you get sidetracked, you return to the ticket 15 minutes later. You submit your reply not realising that in the time in between, another member of staff has already replied to the ticket. The collision detection will alert you to this before sending the reply to the customer, avoiding the confusing extra reply.</div>

You will receive a warning message if any changes have been made to a ticket when performing any of the following actions:

* Change of department
* Change of assignment/flagged user
* Change of priority
* Change of status
* Submitting a reply
* Making a change to the ticket options

The alert you receive will provide details about what has changed and ask you to confirm if you wish to continue.

[[File:TicketCollisionDetectionModal.png]]

The following attributes of a ticket will trigger a collision detection warning:

* Department
* Ticket Subject
* Ticket Priority
* Assigned Client
* Assigned Admin User
* CC Recipients
* Last Reply Time
* Ticket Status

Knowledgebase

2020-03-12T14:36:27Z

Nathan: /* Storage */

The knowledgebase feature allows you to create a collection of commonly asked questions and their answers.

Articles can be grouped into categories, and categories can be either public or hidden, allowing you to create staff only knowledgebase entries too.

The client area offers the user the choice of browsing through the articles in your KB by category, popular tags or searching based on keywords they enter.

===Creating Categories & Articles===

* The first step is to create a category to contain articles, navigate to '''Support > Knowledgebase''' and click the Add Category tab
* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will only be visible in the admin area. Click Add Category.
* Now click the Add Article tab and enter the title of the first article and click Add Article to be taken to the editing page.
* The Category field displays which categories this article belongs to, a single article can be assigned to multiple categories by ctrl + clicking.
* The views and votes statistics can be changed here, it displays how many people have viewed this article and how many rated it helpful.
* Ticking the Private checkbox will mean this article is not visible to visitors so clients must be logged in to read it.
* The Display Order enables the default alphanumeric display order (1,2,3,a,b,c...) to be overridden with a custom one. An article with a display order value or 0 would be displayed at the top of the category, 1 beneath that, 2 beneath that and so on.
* Enter the contents of your article in the large text area.
* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
* Finally click Save Changes

===Editing Articles===

To edit an existing article simply click the category name and then the article name.

===Tags===

Knowledge base tags are available to highlight keywords relating to an article.

Tags allow you to group articles across multiple categories that share a common theme. Tags are then used to generate a Tag Cloud showing the most common themes in articles and allowing all articles associated with a given tag to be viewed.

Tags that occur more frequently will display in a larger font providing an indication of the number of articles for a given tag.

====Managing Tags====

* Navigate to the article you wish to modify tags for
* Begin typing tags into the Tags field
** Any matching existing tags will be displayed, simply press the Enter key to add the selected tag
** To add a new tag, continue typing and once complete hit Space or Enter
** Tags may not contain spaces - you can however use hyphens

===Image Uploading===

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

Images can be uploaded through the knowledgebase rich text editor from the Insert → Image menu.

On the Insert/Edit image modal that appears, choose the Upload tab and follow the prompts. Once uploaded, the image URL will be inserted automatically a the point of the cursor.

After an image has been uploaded, it will be available for re-selection in the insert image popup under the '''Recent images''' select box. The Recent images select box will contain the last 25 uploaded images. This provides a faster and more convenient way to re-use the same images in translations or multiple articles.

==== Storage ====

Knowledgebase images use a [[Storage Settings|Storage Setting]] to define where uploaded images are stored. On upgrade to WHMCS 7.10, or a new install of WHMCS, a default Storage Setting is used which can be checked and changed if required.

Knowledgebase

2020-03-12T14:35:57Z

Nathan: /* Storage */

The knowledgebase feature allows you to create a collection of commonly asked questions and their answers.

Articles can be grouped into categories, and categories can be either public or hidden, allowing you to create staff only knowledgebase entries too.

The client area offers the user the choice of browsing through the articles in your KB by category, popular tags or searching based on keywords they enter.

===Creating Categories & Articles===

* The first step is to create a category to contain articles, navigate to '''Support > Knowledgebase''' and click the Add Category tab
* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will only be visible in the admin area. Click Add Category.
* Now click the Add Article tab and enter the title of the first article and click Add Article to be taken to the editing page.
* The Category field displays which categories this article belongs to, a single article can be assigned to multiple categories by ctrl + clicking.
* The views and votes statistics can be changed here, it displays how many people have viewed this article and how many rated it helpful.
* Ticking the Private checkbox will mean this article is not visible to visitors so clients must be logged in to read it.
* The Display Order enables the default alphanumeric display order (1,2,3,a,b,c...) to be overridden with a custom one. An article with a display order value or 0 would be displayed at the top of the category, 1 beneath that, 2 beneath that and so on.
* Enter the contents of your article in the large text area.
* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
* Finally click Save Changes

===Editing Articles===

To edit an existing article simply click the category name and then the article name.

===Tags===

Knowledge base tags are available to highlight keywords relating to an article.

Tags allow you to group articles across multiple categories that share a common theme. Tags are then used to generate a Tag Cloud showing the most common themes in articles and allowing all articles associated with a given tag to be viewed.

Tags that occur more frequently will display in a larger font providing an indication of the number of articles for a given tag.

====Managing Tags====

* Navigate to the article you wish to modify tags for
* Begin typing tags into the Tags field
** Any matching existing tags will be displayed, simply press the Enter key to add the selected tag
** To add a new tag, continue typing and once complete hit Space or Enter
** Tags may not contain spaces - you can however use hyphens

===Image Uploading===

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

Images can be uploaded through the knowledgebase rich text editor from the Insert → Image menu.

On the Insert/Edit image modal that appears, choose the Upload tab and follow the prompts. Once uploaded, the image URL will be inserted automatically a the point of the cursor.

After an image has been uploaded, it will be available for re-selection in the insert image popup under the '''Recent images''' select box. The Recent images select box will contain the last 25 uploaded images. This provides a faster and more convenient way to re-use the same images in translations or multiple articles.

==== Storage ====

Knowledgebase images use a Storage Setting to define where uploaded images are stored. On upgrade to WHMCS 7.10, or a new install of WHMCS, a default Storage Setting is used which can be checked and changed if required.

Knowledgebase

2020-03-12T14:35:27Z

Nathan: /* Storage */

The knowledgebase feature allows you to create a collection of commonly asked questions and their answers.

Articles can be grouped into categories, and categories can be either public or hidden, allowing you to create staff only knowledgebase entries too.

The client area offers the user the choice of browsing through the articles in your KB by category, popular tags or searching based on keywords they enter.

===Creating Categories & Articles===

* The first step is to create a category to contain articles, navigate to '''Support > Knowledgebase''' and click the Add Category tab
* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will only be visible in the admin area. Click Add Category.
* Now click the Add Article tab and enter the title of the first article and click Add Article to be taken to the editing page.
* The Category field displays which categories this article belongs to, a single article can be assigned to multiple categories by ctrl + clicking.
* The views and votes statistics can be changed here, it displays how many people have viewed this article and how many rated it helpful.
* Ticking the Private checkbox will mean this article is not visible to visitors so clients must be logged in to read it.
* The Display Order enables the default alphanumeric display order (1,2,3,a,b,c...) to be overridden with a custom one. An article with a display order value or 0 would be displayed at the top of the category, 1 beneath that, 2 beneath that and so on.
* Enter the contents of your article in the large text area.
* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
* Finally click Save Changes

===Editing Articles===

To edit an existing article simply click the category name and then the article name.

===Tags===

Knowledge base tags are available to highlight keywords relating to an article.

Tags allow you to group articles across multiple categories that share a common theme. Tags are then used to generate a Tag Cloud showing the most common themes in articles and allowing all articles associated with a given tag to be viewed.

Tags that occur more frequently will display in a larger font providing an indication of the number of articles for a given tag.

====Managing Tags====

* Navigate to the article you wish to modify tags for
* Begin typing tags into the Tags field
** Any matching existing tags will be displayed, simply press the Enter key to add the selected tag
** To add a new tag, continue typing and once complete hit Space or Enter
** Tags may not contain spaces - you can however use hyphens

===Image Uploading===

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

Images can be uploaded through the knowledgebase rich text editor from the Insert → Image menu.

On the Insert/Edit image modal that appears, choose the Upload tab and follow the prompts. Once uploaded, the image URL will be inserted automatically a the point of the cursor.

After an image has been uploaded, it will be available for re-selection in the insert image popup under the '''Recent images''' select box. The Recent images select box will contain the last 25 uploaded images. This provides a faster and more convenient way to re-use the same images in translations or multiple articles.

==== Storage ====

Knowledgebase images use a [[Storage Setting]] to define where uploaded images are stored. On upgrade to WHMCS 7.10, or a new install of WHMCS, a default Storage Setting is used which can be checked and changed if required.

Knowledgebase

2020-03-12T14:31:42Z

Nathan: /* Tags */

The knowledgebase feature allows you to create a collection of commonly asked questions and their answers.

Articles can be grouped into categories, and categories can be either public or hidden, allowing you to create staff only knowledgebase entries too.

The client area offers the user the choice of browsing through the articles in your KB by category, popular tags or searching based on keywords they enter.

===Creating Categories & Articles===

* The first step is to create a category to contain articles, navigate to '''Support > Knowledgebase''' and click the Add Category tab
* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will only be visible in the admin area. Click Add Category.
* Now click the Add Article tab and enter the title of the first article and click Add Article to be taken to the editing page.
* The Category field displays which categories this article belongs to, a single article can be assigned to multiple categories by ctrl + clicking.
* The views and votes statistics can be changed here, it displays how many people have viewed this article and how many rated it helpful.
* Ticking the Private checkbox will mean this article is not visible to visitors so clients must be logged in to read it.
* The Display Order enables the default alphanumeric display order (1,2,3,a,b,c...) to be overridden with a custom one. An article with a display order value or 0 would be displayed at the top of the category, 1 beneath that, 2 beneath that and so on.
* Enter the contents of your article in the large text area.
* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
* Finally click Save Changes

===Editing Articles===

To edit an existing article simply click the category name and then the article name.

===Tags===

Knowledge base tags are available to highlight keywords relating to an article.

Tags allow you to group articles across multiple categories that share a common theme. Tags are then used to generate a Tag Cloud showing the most common themes in articles and allowing all articles associated with a given tag to be viewed.

Tags that occur more frequently will display in a larger font providing an indication of the number of articles for a given tag.

====Managing Tags====

* Navigate to the article you wish to modify tags for
* Begin typing tags into the Tags field
** Any matching existing tags will be displayed, simply press the Enter key to add the selected tag
** To add a new tag, continue typing and once complete hit Space or Enter
** Tags may not contain spaces - you can however use hyphens

===Image Uploading===

<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>

Images can be uploaded through the knowledgebase rich text editor from the Insert → Image menu.

On the Insert/Edit image modal that appears, choose the Upload tab and follow the prompts. Once uploaded, the image url will be inserted automatically a the point of the cursor.

After an image has been uploaded, it will be available for re-selection in the insert image popup under the '''Recent images''' select box. The Recent images select box will contain the last 25 uploaded images. This provides a faster and more convenient way to re-use the same images in translations or multiple articles.

==== Storage ====

Knowledgebase images use a Storage Setting to define where uploaded images are stored. On upgrade to WHMCS 7.10, or a new install of WHMCS, a default Storage Setting is used which can be checked and changed if required.

Version 7.9.0 Release Notes

2020-02-19T13:30:23Z

Nathan: /* PayPal Checkout */

<div class="docs-alert-info" style="max-width:370px;">
<span class="title">Release Information</span>
<br />
Version: 7.9<br />
Release Type: General Availability<br />
Release Date: 8th January 2020<br />
Distribution Types: Full and Via Automatic Updater
</div>

==Version History==

<table class="table table-striped">
<tr><td>7.9.2</td><td>Maintenance</td><td>19th February 2020</td></tr>
<tr><td>7.9.1</td><td>Maintenance</td><td>13th January 2020</td></tr>
<tr><td>7.9.0</td><td>General Availability</td><td>8th January 2020</td></tr>
<tr><td>7.9.0</td><td>RC 1</td><td>12th December 2019</td></tr>
<tr><td>7.9.0</td><td>Beta 1</td><td>26th November 2019</td></tr>

</table>

==Download==
Download the latest version of WHMCS from https://download.whmcs.com/

==Upgrade Process==
[[Upgrading|View Standard Upgrade Steps]]

===Automatic Updating===
If you are running WHMCS 7.0 or later, you can use the built-in Automatic Update utility.

Simply navigate to ''Utilities > Update WHMCS'' to begin the process.

<div class="docs-alert-info"><i class="fa fa-info-circle fa-fw"></i>  If the update was released recently, you may need to click the Check for Updates button before the update will show as available.
</div>

For more information about updating, please refer to the [[Automatic Updater]] documentation.

<div class="docs-alert-info"><i class="fa fa-info-circle fa-fw"></i>  v7.9.0 Beta 1 testers need to download and apply the following patch to use the AutoUpdater to go to 7.9.0 RC 1 https://go.whmcs.com/1483/Patch_CorrectHealthCheck
</div>

== Release Notes ==

=== Usage Billing ===
Usage billing allows you to setup products which contain variable priced items. These items are calculated at the time of invoicing based on usage data provided to WHMCS by the product's provisioning module.
[[Usage_Billing|Learn more...]]

=== PayPal Checkout ===
PayPal Checkout with Smart Payment Buttons provides a simplified, faster checkout experience. It gives customers the ability to Checkout with PayPal which has been shown to result in higher conversions, and provides access to contextual payment options related to a customer region and device for for increased convenience and conversions.
[[PayPal_Checkout|Learn more...]]

<div class="docs-alert-info"><i class="fa fa-info-circle fa-fw"></i> Prior to 7.9.2, it was not possible to create subscriptions with the new PayPal Checkout module. This has been resolved in v7.9.2. You may need to re-link your account in the gateway configuration for PayPal Checkout to ensure the subscription webhook callbacks are registered at PayPal.</div>

=== New eWAY Secure Fields ===
eWAY’s Secure Fields is a native and fully tokenized API solution. When using Secure Fields, eWAY handles all sensitive card data input, significantly reducing your PCI footprint.

=== GoCardless ACH ===
GoCardless now supports USD currency and ACH payments. Optional display name value can be specified, otherwise no additional configurations are necessary.

=== Stripe ACH & SEPA ===
Our Stripe integration now supports bank direct debit payments in both the US and Euro Zone with support for ACH and SEPA.
[[Stripe#ACH.2FSEPA|Learn more...]]

=== SiteLock VPN via MarketConnect ===
Start reselling VPN security services from Sitelock with MarketConnect. Offer your customers a high speed, secure, and easy to use VPN service with instant setup and supports for all major platforms.
[[SiteLock_VPN_via_MarketConnect|Learn more...]]

== Deprecation & Removal Notices ==
The PayPal Express Checkout module is no longer distributed with WHMCS. Existing installations of that module will not be removed on upgrade at this time. WHMCS recommends using the new PayPal Checkout module which provides the Smart Payment Buttons Checkout Experience.

== Library Updates ==

The following libraries have been updated or removed:

=== PHP ===
* stripe/stripe-php: 6.40.0 to 6.43.1

== New Documentation ==

The following new documentation pages are available:

* [[PayPal Checkout]]
* [[SiteLock VPN via MarketConnect]]
* [[Stripe ACH]]
* [[Stripe SEPA]]
* [[Domain Renewals|Domain Renewals Maximum Term Enforcement]]
* [[Additional Domain Fields#Conditional Requirements|Conditional Requirements for Additional Domain Fields]]
* [[GoCardless]]

== Template Changes ==

For a list of changed files and a graphical view of the exact changes, please refer to the Github repo's below.

=== Six Template ===

The following link provides a comparison of changes between 7.8.3 and 7.9:
https://github.com/WHMCS/templates-six/compare/v7.8.3-release.1...v7.9.2-release.1

=== Standard Cart Order Form ===

The following link provides a comparison of changes between 7.8.3 and 7.9:
https://github.com/WHMCS/orderforms-standard_cart/compare/v7.8.3-release.1...v7.9.2-release.1

== Changelog ==
* [[Changelog:WHMCS_V7.9.2|Version 7.9.2 Maintenance]]
* [[Changelog:WHMCS_V7.9.1|Version 7.9.1 Maintenance]]
* [[Changelog:WHMCS_V7.9.0_GA|Version 7.9.0 General Availability]]
* [[Changelog:WHMCS_V7.9.0_RC_1|Version 7.9.0 RC 1]]
* [[Changelog:WHMCS_V7.9.0_Beta_1|Version 7.9.0 Beta 1]]

Long Term Support

2020-02-19T13:25:44Z

Nathan: /* WHMCS Version & LTS Schedule */

== WHMCS Long-Term Support ==

Product enhancements, bug fixes and security fixes for published versions of WHMCS are common; WHMCS is constantly being refined to ensure a safe and robust experience. However, it is impractical for customers to always track the latest product refinements at the same pace as our Development Team. And for that reason, WHMCS has implemented a Long-Term Support Policy for WHMCS.

=== Overview ===
The WHMCS Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

WHMCS will provide periodic maintenance releases for major and minor versions of WHMCS as part of the normal WHMCS Release Process. This is called [[#Active Development | Active Development]]. Versions of WHMCS that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Critical and Security Releases. WHMCS will only provide Targeted Releases for candidates that have not reached their [[#Defining End Of Life | End Of Life]].

Please refer to the [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to see what versions of WHMCS are currently covered by Long-Term Support or under Active Development.

=== Provisions of Long-Term Support ===
Once a version of WHMCS is no longer being actively developed it will receive Long-Term Support (LTS) from our Development and Security Teams. LTS is a finite period which expires on a specific date known as End Of Life (EOL). Each minor version has it's own EOL date.

Product versions that are in LTS are provided Targeted Critical and Security Releases.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Critical or Security Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.

=== Active Development ===
A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released until a new minor version is published. Revision releases can include bug fixes, security enhancements, minor optimizations, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of WHMCS available; it will be the latest version available for our site. However, to ensure a smooth transition from one major or minor version to the next, WHMCS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to [[#WHMCS Version & LTS Schedule|WHMCS Version and LTS Schedule]] to know if your version is currently under Active Development.

=== Defining End Of Life ===
A core attribute of the Long-Term Support Policy is defining a given version's End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.

For example if version 1.0.0 is published January 31, 2012, then it will have an EOL of January 1st 2013 because it is a major release. If 1.1.0 is published on May 1st, 2012, it will have an EOL of May 1st 2013 because it is a minor release. If 1.1.1 is published on May 15th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release. Likewise, if 1.1.5 is published on July 24th 2012 it will have an EOL of May 1st 2013 because it is a maintenance release to a previous minor release.

=== After End Of Life ===
Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version.

Products that have reached EOL are not available for download from WHMCS.

As noted below in [[#Licensing & Services | Licensing & Services]], the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.

=== Licensing & Services ===
WHMCS has historically offered with two types of licenses: Monthly and Owned. Whilst all new sales are of the Monthly type, this document also describes how the policy applies to grandfathered Owned licenses. Each license type is bundled with [[#Help Desk Support | help desk support]] and access to [[#Software Update Service | software updates]] when initially purchased.

A Monthly license always has access to these two services. An Owned license has access to these two services for one year. After one year, an Owned license holder can purchase an additional year of these two services as an addon.

An Owned license validates use of the software indefinitely, even after the term of help desk support and access to software updates expires. A Monthly license validates use of the software, help desk support, and access to software updates in one month durations. The active status of your license governs the functional state of your WHMCS installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

==== Help Desk Support ====
The help desk support service allows customers to open tickets with our help desk. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of WHMCS. With this service, customers have access to Analysts regardless of which version of the product they are using, even if that version has reached its End Of Life.

It's important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The [[#WHMCS Version & LTS Schedule|LTS schedule]], along with the severity of the identified issue, will determine what versions of WHMCS are candidates for any future refines.

==== Software Update Service ====
The software update service allows customers access to the latest versions of WHMCS. The service does not imply continued development, maintenance, or critical fixes for any given version of WHMCS. The [[#WHMCS Version & LTS Schedule|LTS schedule]] will determine what versions of WHMCS are candidates for any refinements. It is recommended that customers leverage this service and keep their WHMCS installation up to date, and optimally, tracking a version that is currently under [[#Active Development | Active Development]].

=== Grandfathered LTS ===
The WHMCS Long-Term Support policy is effective May 1st, 2013. Particular versions have been grandfathered, namely 4.5, 5.0, and 5.1.

=== WHMCS Version & LTS Schedule ===
This chart is updated upon each major or minor release of WHMCS.

{| class="table table-striped"
! WHMCS Version
! Approximate Publication Date
! Targeted End-Of-Life Date
! Current Status
|-
| 7.10 || TBD|| TBD || style="background: #FFFFCC; font-weight: bold;" | <span style="color:#84807F">TBD</span>
|-
| 7.9 || November 2019 || December 31st 2020 || style="background: #81D153; font-weight: bold;" | [[#Active Development | <span style="color:#333">Active Development</span>]]
|-
| 7.8 || August 2019 || August 31st 2020 || style="background: #FFCCCC; font-weight: bold;" | LTS
|-
| 7.7 || Jan 2019 || Jan 31st, 2020 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.6 || June 2018 || July 31st, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.5 || April 2018 || April 30th, 2019 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.4 || November 2017 || November 30th, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.3 || October 2017 || October 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.2 || May 2017 || May 31st, 2018 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.1 || December 2016 || December 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 7.0 || October 2016 || October 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.3 || March 2016 || March 31, 2017 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.2 || December 2015 || December 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.1 || September 2015 || September 30, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 6.0 || July 2015 || July 31, 2016 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.3 || September 2013 || October 31, 2015 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.2 || March 2013 || March 31, 2014 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.1 || July 2012 || November 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 5.0 || December 2011 || July 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.5 || April 2011 || June 30, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.4 || December 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.3 || September 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.2 || March 2010 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.1 || November 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 4.0 || May 2009 || May 31, 2013 || style="background: #84807F; font-weight: bold;color: black" | EOL
|-
| 1.x-3.x || -- || -- || style="background: #84807F; font-weight: bold; font-style: bold;color: black" | EOL
|}

''Last Updated: 28th August 2019''

WHMCS cPanel Licensing Module

2020-02-11T17:58:09Z

Nathan: /* A license was deactivated on the same IP last month before billing could occur. */

==Introduction==
The cPanel Licensing Automation module for WHMCS is a tool that utilizes the cPanel Manage2 API to provide an automated solution for cPanel Partners to provision, manage and bill for cPanel & WHM licenses.

A Getting Started guide, which covers the basics of the cPanel Licensing Automation module, can be found on the [[WHMCS cPanel Licensing Module Getting Started Guide]] documentation page.

----

This module is intended for use by cPanel Partners. If you are not yet a partner, visit https://www.cpanel.net/partners/ to learn more.

__TOC__

===Installation & Setup===

====Installation====
The latest version of the cPanel Licensing module can be downloaded from the WHMCS Marketplace at https://marketplace.whmcs.com/product/4993

Once downloaded, perform the following actions.

#Extract the archive to a directory on your computer
#Upload the ''cpanellicensing'' directory to the ''~/modules/addons/'' directory within your WHMCS installation

====Activation & Module Permissions====
[[File:CPLic_ActivationModulePermissions.png|thumb|Addon Module Configuration]]

To activate the cPanel Licensing addon module, navigate to ''Setup > Addon Modules'' and click on the ''Activate'' button.

Following activation of the module, click on the ''Configure'' button. You will be presented with ''Master Admin Users'' and ''Access Control'' options which are detailed below. Select the desired options, and click on the ''Save Changes'' button.

*'''Master Admin Users''' - This series of checkboxes is where you define who you want to be able to access and configure the settings found within the cPanel Licensing addon module itself.
*'''Access Control''' - These checkboxes allow you to define which role groups you want to allow to access and use the features offered by the cPanel Licensing addon module.

====Authenticating into Manage2====
[[File:CPLic_AuthenticatingIntoManage2.png|thumb|Manage2 Login Prompt]]

After configuring the module, you will need to authenticate into Manage2.

To do this, navigate to ''Addons > cPanel Licensing'' where you will be presented with a Manage2 login prompt. Enter your Manage2 username and password into the respective fields, and then click on the ''Login'' button.

After successful authentication, the Manage2 data will begin to be imported into WHMCS. This may take several minutes depending on the amount of licenses associated with the Manage2 account.

Once the import has completed, you will be redirected to the primary interface for the cPanel Licensing addon where you will immediately see a list of licenses associated with your Manage2 account.

In the event that Manage2 authentication is not successful, you will see a red box appear containing the related error.

===Settings===

[[File:CPLic_Settings.png|thumb|Settings Tab]]

The cPanel Licensing addon offers further configuration settings concerning Data and API Permissions, as well as Invoice and Cart Display Options.

These can be accessed by navigating to ''Addons > cPanel Licensing'', and then clicking on the ''Settings'' tab. The settings seen on this page are detailed below.

=====Data and API Permissions=====
*'''Manage2 Account''' - Your Manage2 Registered Email. Here you will see the logged in user, as well as a ''Logout'' button.
*'''Provisioning Default Group''' - The default group to assign new licenses to.
*'''Permissions''' - Access controls for functionality within this addon.

=====Invoice and Cart Display Options=====
*'''Invoicing Line Item Format''' - The line item description used for invoicing. Only used by Packages that offer bulk cPanel Accounts.
*'''Option Info Tooltip''' - Optional tooltip text to display near license configurable options during checkout. HTML is supported.
*'''Option Description Format''' - The configurable option selection format for display on the order form. Only used by Packages that offer bulk cPanel Accounts.
*'''Autoscale Label''' - The label to be displayed on the order form.
*'''Autoscale Notification Email''' - The email template to be sent upon an Autoscale Change. More information can be found in the [[WHMCS cPanel Licensing Module#Autoscale Notification Email|Autoscale Notification Email]] section.

===Autoscale Notification Email===

The cPanel Licensing module can be configured to send a custom email notification to a client upon an Autoscale Change.

To configure this functionality you will need to first create the custom email to be used. This can be done via the ''Setup > Email Templates'' section of the WHMCS Admin Area. This custom email template must be either the Product or Notification Email Type. More information about templates can be found via the [[Email Templates]] documentation page.

The custom template to be used will have access to the following merge fields:

*'''newOption''' - The display name of the configurable option being upgraded to.
*'''oldOption''' - The display name of the configurable option being upgrade from.
*'''isUsageUpgrade''' - A boolean indicating whether or not the upgrade is due to usage activity.

Once the custom email template has been created, it can be set as the ''Autoscale Notification Email'' template. To do this, take the following steps from the Admin Area.

#Navigate to ''Addons > cPanel Licensing''
#Click on the ''Settings'' tab
#Locate the ''Autoscale Notification Email'' setting
#Select the custom email template from the drop-down menu
#Click on the ''Save Changes'' button

===Pricing===
[[File:CPLic_Pricing.png|thumb|Pricing Tab]]

cPanel licenses are sold as configurable options of products. This interface allows you to set pricing for those options as well as respective metric pricing for cPanel accounts.

On this tab you will see the ''ID'', ''Configuration Name'', ''Selections'', and ''Auto-Scale'' columns displayed for each option that has been created with, or imported into, the cPanel Licensing addon.

Additionally, you will see buttons labeled ''New'', ''Import'', and ''Manage'' which allow you to create, import, and manage options respectively. The functionality of these buttons is detailed below.

====Create New Option====
[[File:CPLic_CreateNewOption.png|thumb|Create New Option Modal]]

Clicking on the ''New'' button will bring up the ''Create New Option'' modal. It is within this modal that you can create a new configurable option to be used for offering cPanel licenses to your customers via this module.

The following configuration settings are displayed on this modal:

*'''Parent Group''' - The option group to create the new option within. Should the ''Create New Group'' option be selected, then the ''Group Name'' option will appear.
*'''Group Name''' - The name for the new configurable option group. This option will only appear when the ''Create New Group'' option has been selected from the ''Parent Group'' drop-down menu.
*'''Option Name''' - The display name for the new configurable option.
*'''Option Type''' - The type to be used by the new configurable option. Only drop-down and radio option types are supported.
*'''Auto-Populate''' - Automatically populate the new option with the default cPanel license package offerings and recommended retail pricing.
*'''Hardware Type''' - Offers a selection between the ''Dedicated/Metal'' and ''VPS/Cloud'' options.
*'''Default Visibility''' - Toggles whether or not the option is visible from the Order Form.

Once the settings have been completed, clicking on the ''Create'' button will generate the Configurable Option Group, create Configurable Options if the ''Auto-Populate'' option was selected, and display the option group in the Pricing tab of the module.

====Import Existing Option====
[[File:CPLic_ImportExistingOption.png|thumb|Import Existing Option Modal]]

Clicking on the ''Import'' button will bring up the ''Import Existing Option'' modal. It is within this modal that you can import an existing configurable option to be used for the provisioning and billing of cPanel licenses via this module.

Within the ''Import Existing Option'' modal you will be presented with the ''Option Name'' drop-down menu. This menu allows you to select which Configurable Option you would like to import.

Selecting the desired option from the drop-down and clicking the ''Continue'' button will bring you to the ''Configure Import'' section. Here you will see a list of ''Selectable Options'' displayed. For each selectable option, please select a cPanel Package below that it relates to. If an option is not related to a cPanel license, leave the dropdown at the default value.

Clicking the ''Import'' button will import the configurable options into the module, and make them available for further configuration via the ''Pricing'' tab.

====Option & Price Management====
[[File:CPLic_OptionPriceManagement.png|thumb|Option & Price Management Modal]]

Within the ''Manage'' column for each associated option a button with a wrench icon exists. This is the ''Manage'' button, and clicking on this button will bring up the ''Option & Price Management'' modal. It is within this modal that you can modify options within the group, as well as modify the cPanel related options themselves.

This modal is made up of three elements: the ''Configurable Option Settings'' section in the top-left, the ''Selectable Options'' section in the bottom-left, and the ''Selectable Option Content'' panel on the right.

----

The '''Configurable Option Settings''' section provides the ability to alter the ''Configurable Option Type'', and toggle both the ''Visibility'' and ''Autoscale'' Option.

The '''Autoscale Option''' toggle allows the cPanel Licensing addon module to dynamically adjust a service's configurable option based on the number of licenses associated with its cPanel account. This should be used when you want WHMCS to automatically upgrade a license to the next tier based on usage. Enabling this option requires that all configurable options associated with a cPanel Package have pricing configured.

All changes made in this section are automatically saved.

----

The '''Selectable Options''' section displays the full list of existing configurable options, and offers the ability to create new options via the ''Add Option'' button. Clicking on an option from this list will display that option's content within the ''Selectable Option Content'' panel.

Additionally, in Version 7.7 and later, dragging the options allow you to rearrange their order as desired. All changes made in this section are automatically saved.

----

The '''Selectable Option Content''' section provides both an overview of that option, as well as the ability to configure it further. The ''Name'', ''Visibility'', and ''Package'' details are immediately displayed at the top, and can all be altered as desired. Additionally, the ''Configurable Option ID'' is displayed in the top-left corner.

The Pricing section is offers the ability to configure pricing for the option. Here the ''Base Recurring'', and ''Setup Fee'' values can be modified. The ''Metric: cPanel Accounts'' and ''Threshold'' values can also be modified for packages that support them.

The ''Auto populate other billing cycles based on monthly pricing'' toggle will render the Billing Cycle tabs un-clickable and will automatically populate their pricing based on the pricing present in the Monthly pricing tab.

Changes to this section are not automatically saved, and clicking on the ''Save'' button will commit the changes. Inversely, clicking on the ''Delete'' button will delete the configurable option.

----

The '''Metric: cPanel Accounts''' setting is displayed when configuring pricing for packages that offer an unlimited number of cPanel accounts. This setting provides the ability to set a per-account value that the customer will be billed for, as well as a threshold to define the number of accounts a customer must have before they are billed on a per-account basis.

When a customer orders a package, with the ''Metric: cPanel Accounts'' offering, a snapshot of the current price is taken. This snapshot is then stored, and used when generating renewal invoices for the customer's service in the future. This is done to ensure that changes can be made to a package's metric pricing without affecting existing customer orders.

If you need to ensure that the pricing snapshot is updated to the current metric pricing, then this can be achieved by selecting the [[Clients:Products/Services_Tab#Auto_Recalculate_on_Save|''Auto Recalculate on Save'']] checkbox and saving the service. This will see the existing snapshot discarded, and a new one created with the current metric pricing for the associated package.

The ''Auto Recalculate on Save'' option will continue to function as normal. When used a service's ''Recurring Amount'' will be populated with current pricing based on the service and configurable options selected.

===Manage2 Data===
The data imported from Manage2 is displayed within the module itself. This information is located within the ''Licenses'', ''Groups'', and ''Packages'' tabs. This allows you to quickly review and action your Manage2 data without leaving WHMCS.

====Licenses====
[[File:CPLic_Manage2DataLicenses.png|thumb|Licenses Tab]]

Licenses are associated with a clients' services. This interface allows modification of the license data stored at Manage2. The WHMCS data can be managed at the linked service.

On this tab you will see ''License ID'', ''Package/Group'', ''IP/Hostname'', ''Assigned Service'', and ''Status'' columns displayed for each license associated with your Manage2 account.

The '''Actions''' column offers the ability to perform the following actions against the associated license.

*'''Assign License''' - Assign the license to an existing service. More information can be found in the [[WHMCS cPanel Licensing Module#Assign License & Link to Existing License|Assign License & Link to Existing License]] section.
*'''Change IP''' - Change the license's IP Address.
*'''Change group''' - Change the license's Group.
*'''Change package''' - Change the license's Package.
*'''Expire''' - Expire the license within Manage2.
*'''View License Details''' - Review a detailed output of license information.

====Groups====
[[File:CPLic_Manage2DataGroups.png|thumb|Groups Tab]]

Groups are arbitrary categories. They are unique to your Company. They can help keep your licenses organised by modeling how you sell and manage the product-customer lifecycle.

On this tab you will see the ''Group ID'', ''Name'', ''Attributes'', and ''Licenses'' columns displayed for each group associated with your Manage2 account.

The '''Actions''' column offers the ability to perform the following actions against the associated group.

*'''Change name''' - Change the group's name within Manage2.
*'''Change tax status''' - Change the group's tax status within Manage2.
*'''Show Licenses''' - Display a filtered list of licenses associated with the specific group.

====Packages====
[[File:CPLic_Manage2DataPackages.png|thumb|Packages Tab]]

Packages are SKUs. They represent the product, features, or bundled options that are granted to the license holder.

On this tab you will see the ''Package ID'', ''Name'', ''Attributes'', and ''Licenses'' columns displayed for each package associated with your Manage2 account.

The ''Actions'' column offers the ability to perform the following actions against the associated package.

*'''Show Licenses''' - Display a filtered list of licenses associated with the specific package.

===Service Management===
[[File:CPLic_ServiceManagement.png|thumb|cPanel Licensing Service Panel]]

Services associated with a cPanel Licensing related Option Group will see a panel labeled ''cPanel Licensing'' when viewing that service via the Admin Area.

When a service is associated with a cPanel license, an overview if the license details is displayed along with the following buttons:

*'''Sync IP''' - Change the license's IP Address to the value displayed in the ''Dedicated IP'' field or ''IP Address'' custom field.
*'''Sync Package''' - Change the license's Package to the value displayed in the cPanel Licensing configurable option.
*'''View Details''' - Display a modal containing the cPanel License Information.
*'''Expire''' - Expire the license within Manage2.

The following buttons will be displayed within the panel at all times:

*'''Provision New cPanel License''' - Automatically provision a new license from Manage2 using the package displayed in the cPanel Licensing configurable option and the IP address displayed in the ''Dedicated IP'' field or ''IP Address'' custom field.
*'''Link to Existing License''' - Display a modal that allows for the search of existing licenses to be assigned to the service. More information can be found in the [[WHMCS cPanel Licensing Module#Assign License & Link to Existing License|Assign License & Link to Existing License]] section.

===Assign License & Link to Existing License===
[[File:CPLic_AssignLicense.png|thumb|Assign License Modal]]
[[File:CPLic_LinkExistingLicense.png|thumb|Link to Existing License Modal]]

Both the Licenses tab, seen on the cPanel Licensing module page, and the cPanel Licensing panel, seen on the Service page, offer the ability to manually assign a service to a license and vice versa.

The '''Assign License''' modal provides a searchable drop-down menu that can be used to locate and select the desired service. Once the service has been selected, clicking on the ''Assign'' button will assign the service to that specific license.

The '''Link to Existing License''' modal provides a searchable drop-down menu that can be used to locate and select the desired license. Once the license has been selected, clicking on the ''Assign'' button will assign the license to that specific service.

In both cases, it is important to note that the configurable option will not be automatically selected. You must navigate to the Service page in the Admin Area, set the configurable option to coincide with the appropriate package if fixed, or enable the autoscale option if applicable. '''This is necessary for automated billing to occur.'''

Additionally, only a singular active license can be assigned to a service. Using the ''Link to Existing License'' or ''Assign License'' functionality to assign a new license to a service already in possession of an active license will result in the replacement of that active license. In this instance, a prompt will appear to confirm this action.

====Error Messages====
This section covers the error messages which may be encountered during license assignment.

=====A license was deactivated on the same IP last month before billing could occur=====
This response indicates that the previous cPanel license associated with the service's IP address accrued usage, and was deactivated before billing could occur within Manage2.

A reactivation fee must be paid before a new license can be provisioned for that IP address. This must be done via Manage2 directly.

=====This license is already assigned to another service=====
Review the '''Addons > cPanel Licensing''' page to see the current service to which the license is assigned in WHMCS.

Click the ''Assign'' button a second time to remove the current assignment and assign to the current service.

=====You cannot assign a license to this service=====
'''You cannot assign a license to this service as the product to which it is assigned does not have a configurable option for a cPanel license'''

There is no license pricing configuration assigned to the product in use, a license can only be assigned when a pricing scheme is associated with the product. The following steps will make the necessary adjustments to the product/service configuration:
*Navigate to the clients '''Products/Services tab''' for the service in question
*Assert the cPanel Licenses configurable option is displayed (dropdown or radio options depending upon your choice during [[#Create_New_Option|pricing configuration]])
**If not, Navigate to ''Setup > Products/Services > Configurable Options''
**Click ''Edit'' for the cPanel licensing option group
**Ctrl + Click to select all the applicable products which should offer a cPanel license option (be sure to select the product currently exhibiting the error)
**Click ''Save Changes''
*If the cPanel License configurable option is displayed, select the desired cPanel license tier
*Click ''Save Changes''
*Then use the ''Assign'' or ''Link'' button again to complete the task successfully

=====cPanel Licensing options of product are not set for this service=====
'''cPanel Licensing options of product are not set for this service. Please review and save the cPanel licensing options for this service and try again'''

A license pricing configuration is assigned to the product in use, but the desired option has not been selected for the individual service record. WHMCS needs to know the desired license tier to invoice the client correctly. The following steps will make the necessary adjustments to the service record:
*Navigate to the client's '''Products/Services tab''' for the service in question
*Use the cPanel License configurable option to select the desired cPanel license tier
*Click ''Save Changes''
*Then use the ''Assign'' or ''Link'' button again to complete the task successfully

WHMCS cPanel Licensing Module

2020-02-10T18:31:23Z

Nathan:

==Introduction==
The cPanel Licensing Automation module for WHMCS is a tool that utilizes the cPanel Manage2 API to provide an automated solution for cPanel Partners to provision, manage and bill for cPanel & WHM licenses.

A Getting Started guide, which covers the basics of the cPanel Licensing Automation module, can be found on the [[WHMCS cPanel Licensing Module Getting Started Guide]] documentation page.

----

This module is intended for use by cPanel Partners. If you are not yet a partner, visit https://www.cpanel.net/partners/ to learn more.

__TOC__

===Installation & Setup===

====Installation====
The latest version of the cPanel Licensing module can be downloaded from the WHMCS Marketplace at https://marketplace.whmcs.com/product/4993

Once downloaded, perform the following actions.

#Extract the archive to a directory on your computer
#Upload the ''cpanellicensing'' directory to the ''~/modules/addons/'' directory within your WHMCS installation

====Activation & Module Permissions====
[[File:CPLic_ActivationModulePermissions.png|thumb|Addon Module Configuration]]

To activate the cPanel Licensing addon module, navigate to ''Setup > Addon Modules'' and click on the ''Activate'' button.

Following activation of the module, click on the ''Configure'' button. You will be presented with ''Master Admin Users'' and ''Access Control'' options which are detailed below. Select the desired options, and click on the ''Save Changes'' button.

*'''Master Admin Users''' - This series of checkboxes is where you define who you want to be able to access and configure the settings found within the cPanel Licensing addon module itself.
*'''Access Control''' - These checkboxes allow you to define which role groups you want to allow to access and use the features offered by the cPanel Licensing addon module.

====Authenticating into Manage2====
[[File:CPLic_AuthenticatingIntoManage2.png|thumb|Manage2 Login Prompt]]

After configuring the module, you will need to authenticate into Manage2.

To do this, navigate to ''Addons > cPanel Licensing'' where you will be presented with a Manage2 login prompt. Enter your Manage2 username and password into the respective fields, and then click on the ''Login'' button.

After successful authentication, the Manage2 data will begin to be imported into WHMCS. This may take several minutes depending on the amount of licenses associated with the Manage2 account.

Once the import has completed, you will be redirected to the primary interface for the cPanel Licensing addon where you will immediately see a list of licenses associated with your Manage2 account.

In the event that Manage2 authentication is not successful, you will see a red box appear containing the related error.

===Settings===

[[File:CPLic_Settings.png|thumb|Settings Tab]]

The cPanel Licensing addon offers further configuration settings concerning Data and API Permissions, as well as Invoice and Cart Display Options.

These can be accessed by navigating to ''Addons > cPanel Licensing'', and then clicking on the ''Settings'' tab. The settings seen on this page are detailed below.

=====Data and API Permissions=====
*'''Manage2 Account''' - Your Manage2 Registered Email. Here you will see the logged in user, as well as a ''Logout'' button.
*'''Provisioning Default Group''' - The default group to assign new licenses to.
*'''Permissions''' - Access controls for functionality within this addon.

=====Invoice and Cart Display Options=====
*'''Invoicing Line Item Format''' - The line item description used for invoicing. Only used by Packages that offer bulk cPanel Accounts.
*'''Option Info Tooltip''' - Optional tooltip text to display near license configurable options during checkout. HTML is supported.
*'''Option Description Format''' - The configurable option selection format for display on the order form. Only used by Packages that offer bulk cPanel Accounts.
*'''Autoscale Label''' - The label to be displayed on the order form.
*'''Autoscale Notification Email''' - The email template to be sent upon an Autoscale Change. More information can be found in the [[WHMCS cPanel Licensing Module#Autoscale Notification Email|Autoscale Notification Email]] section.

===Autoscale Notification Email===

The cPanel Licensing module can be configured to send a custom email notification to a client upon an Autoscale Change.

To configure this functionality you will need to first create the custom email to be used. This can be done via the ''Setup > Email Templates'' section of the WHMCS Admin Area. This custom email template must be either the Product or Notification Email Type. More information about templates can be found via the [[Email Templates]] documentation page.

The custom template to be used will have access to the following merge fields:

*'''newOption''' - The display name of the configurable option being upgraded to.
*'''oldOption''' - The display name of the configurable option being upgrade from.
*'''isUsageUpgrade''' - A boolean indicating whether or not the upgrade is due to usage activity.

Once the custom email template has been created, it can be set as the ''Autoscale Notification Email'' template. To do this, take the following steps from the Admin Area.

#Navigate to ''Addons > cPanel Licensing''
#Click on the ''Settings'' tab
#Locate the ''Autoscale Notification Email'' setting
#Select the custom email template from the drop-down menu
#Click on the ''Save Changes'' button

===Pricing===
[[File:CPLic_Pricing.png|thumb|Pricing Tab]]

cPanel licenses are sold as configurable options of products. This interface allows you to set pricing for those options as well as respective metric pricing for cPanel accounts.

On this tab you will see the ''ID'', ''Configuration Name'', ''Selections'', and ''Auto-Scale'' columns displayed for each option that has been created with, or imported into, the cPanel Licensing addon.

Additionally, you will see buttons labeled ''New'', ''Import'', and ''Manage'' which allow you to create, import, and manage options respectively. The functionality of these buttons is detailed below.

====Create New Option====
[[File:CPLic_CreateNewOption.png|thumb|Create New Option Modal]]

Clicking on the ''New'' button will bring up the ''Create New Option'' modal. It is within this modal that you can create a new configurable option to be used for offering cPanel licenses to your customers via this module.

The following configuration settings are displayed on this modal:

*'''Parent Group''' - The option group to create the new option within. Should the ''Create New Group'' option be selected, then the ''Group Name'' option will appear.
*'''Group Name''' - The name for the new configurable option group. This option will only appear when the ''Create New Group'' option has been selected from the ''Parent Group'' drop-down menu.
*'''Option Name''' - The display name for the new configurable option.
*'''Option Type''' - The type to be used by the new configurable option. Only drop-down and radio option types are supported.
*'''Auto-Populate''' - Automatically populate the new option with the default cPanel license package offerings and recommended retail pricing.
*'''Hardware Type''' - Offers a selection between the ''Dedicated/Metal'' and ''VPS/Cloud'' options.
*'''Default Visibility''' - Toggles whether or not the option is visible from the Order Form.

Once the settings have been completed, clicking on the ''Create'' button will generate the Configurable Option Group, create Configurable Options if the ''Auto-Populate'' option was selected, and display the option group in the Pricing tab of the module.

====Import Existing Option====
[[File:CPLic_ImportExistingOption.png|thumb|Import Existing Option Modal]]

Clicking on the ''Import'' button will bring up the ''Import Existing Option'' modal. It is within this modal that you can import an existing configurable option to be used for the provisioning and billing of cPanel licenses via this module.

Within the ''Import Existing Option'' modal you will be presented with the ''Option Name'' drop-down menu. This menu allows you to select which Configurable Option you would like to import.

Selecting the desired option from the drop-down and clicking the ''Continue'' button will bring you to the ''Configure Import'' section. Here you will see a list of ''Selectable Options'' displayed. For each selectable option, please select a cPanel Package below that it relates to. If an option is not related to a cPanel license, leave the dropdown at the default value.

Clicking the ''Import'' button will import the configurable options into the module, and make them available for further configuration via the ''Pricing'' tab.

====Option & Price Management====
[[File:CPLic_OptionPriceManagement.png|thumb|Option & Price Management Modal]]

Within the ''Manage'' column for each associated option a button with a wrench icon exists. This is the ''Manage'' button, and clicking on this button will bring up the ''Option & Price Management'' modal. It is within this modal that you can modify options within the group, as well as modify the cPanel related options themselves.

This modal is made up of three elements: the ''Configurable Option Settings'' section in the top-left, the ''Selectable Options'' section in the bottom-left, and the ''Selectable Option Content'' panel on the right.

----

The '''Configurable Option Settings''' section provides the ability to alter the ''Configurable Option Type'', and toggle both the ''Visibility'' and ''Autoscale'' Option.

The '''Autoscale Option''' toggle allows the cPanel Licensing addon module to dynamically adjust a service's configurable option based on the number of licenses associated with its cPanel account. This should be used when you want WHMCS to automatically upgrade a license to the next tier based on usage. Enabling this option requires that all configurable options associated with a cPanel Package have pricing configured.

All changes made in this section are automatically saved.

----

The '''Selectable Options''' section displays the full list of existing configurable options, and offers the ability to create new options via the ''Add Option'' button. Clicking on an option from this list will display that option's content within the ''Selectable Option Content'' panel.

Additionally, in Version 7.7 and later, dragging the options allow you to rearrange their order as desired. All changes made in this section are automatically saved.

----

The '''Selectable Option Content''' section provides both an overview of that option, as well as the ability to configure it further. The ''Name'', ''Visibility'', and ''Package'' details are immediately displayed at the top, and can all be altered as desired. Additionally, the ''Configurable Option ID'' is displayed in the top-left corner.

The Pricing section is offers the ability to configure pricing for the option. Here the ''Base Recurring'', and ''Setup Fee'' values can be modified. The ''Metric: cPanel Accounts'' and ''Threshold'' values can also be modified for packages that support them.

The ''Auto populate other billing cycles based on monthly pricing'' toggle will render the Billing Cycle tabs un-clickable and will automatically populate their pricing based on the pricing present in the Monthly pricing tab.

Changes to this section are not automatically saved, and clicking on the ''Save'' button will commit the changes. Inversely, clicking on the ''Delete'' button will delete the configurable option.

----

The '''Metric: cPanel Accounts''' setting is displayed when configuring pricing for packages that offer an unlimited number of cPanel accounts. This setting provides the ability to set a per-account value that the customer will be billed for, as well as a threshold to define the number of accounts a customer must have before they are billed on a per-account basis.

When a customer orders a package, with the ''Metric: cPanel Accounts'' offering, a snapshot of the current price is taken. This snapshot is then stored, and used when generating renewal invoices for the customer's service in the future. This is done to ensure that changes can be made to a package's metric pricing without affecting existing customer orders.

If you need to ensure that the pricing snapshot is updated to the current metric pricing, then this can be achieved by selecting the [[Clients:Products/Services_Tab#Auto_Recalculate_on_Save|''Auto Recalculate on Save'']] checkbox and saving the service. This will see the existing snapshot discarded, and a new one created with the current metric pricing for the associated package.

The ''Auto Recalculate on Save'' option will continue to function as normal. When used a service's ''Recurring Amount'' will be populated with current pricing based on the service and configurable options selected.

===Manage2 Data===
The data imported from Manage2 is displayed within the module itself. This information is located within the ''Licenses'', ''Groups'', and ''Packages'' tabs. This allows you to quickly review and action your Manage2 data without leaving WHMCS.

====Licenses====
[[File:CPLic_Manage2DataLicenses.png|thumb|Licenses Tab]]

Licenses are associated with a clients' services. This interface allows modification of the license data stored at Manage2. The WHMCS data can be managed at the linked service.

On this tab you will see ''License ID'', ''Package/Group'', ''IP/Hostname'', ''Assigned Service'', and ''Status'' columns displayed for each license associated with your Manage2 account.

The '''Actions''' column offers the ability to perform the following actions against the associated license.

*'''Assign License''' - Assign the license to an existing service. More information can be found in the [[WHMCS cPanel Licensing Module#Assign License & Link to Existing License|Assign License & Link to Existing License]] section.
*'''Change IP''' - Change the license's IP Address.
*'''Change group''' - Change the license's Group.
*'''Change package''' - Change the license's Package.
*'''Expire''' - Expire the license within Manage2.
*'''View License Details''' - Review a detailed output of license information.

====Groups====
[[File:CPLic_Manage2DataGroups.png|thumb|Groups Tab]]

Groups are arbitrary categories. They are unique to your Company. They can help keep your licenses organised by modeling how you sell and manage the product-customer lifecycle.

On this tab you will see the ''Group ID'', ''Name'', ''Attributes'', and ''Licenses'' columns displayed for each group associated with your Manage2 account.

The '''Actions''' column offers the ability to perform the following actions against the associated group.

*'''Change name''' - Change the group's name within Manage2.
*'''Change tax status''' - Change the group's tax status within Manage2.
*'''Show Licenses''' - Display a filtered list of licenses associated with the specific group.

====Packages====
[[File:CPLic_Manage2DataPackages.png|thumb|Packages Tab]]

Packages are SKUs. They represent the product, features, or bundled options that are granted to the license holder.

On this tab you will see the ''Package ID'', ''Name'', ''Attributes'', and ''Licenses'' columns displayed for each package associated with your Manage2 account.

The ''Actions'' column offers the ability to perform the following actions against the associated package.

*'''Show Licenses''' - Display a filtered list of licenses associated with the specific package.

===Service Management===
[[File:CPLic_ServiceManagement.png|thumb|cPanel Licensing Service Panel]]

Services associated with a cPanel Licensing related Option Group will see a panel labeled ''cPanel Licensing'' when viewing that service via the Admin Area.

When a service is associated with a cPanel license, an overview if the license details is displayed along with the following buttons:

*'''Sync IP''' - Change the license's IP Address to the value displayed in the ''Dedicated IP'' field or ''IP Address'' custom field.
*'''Sync Package''' - Change the license's Package to the value displayed in the cPanel Licensing configurable option.
*'''View Details''' - Display a modal containing the cPanel License Information.
*'''Expire''' - Expire the license within Manage2.

The following buttons will be displayed within the panel at all times:

*'''Provision New cPanel License''' - Automatically provision a new license from Manage2 using the package displayed in the cPanel Licensing configurable option and the IP address displayed in the ''Dedicated IP'' field or ''IP Address'' custom field.
*'''Link to Existing License''' - Display a modal that allows for the search of existing licenses to be assigned to the service. More information can be found in the [[WHMCS cPanel Licensing Module#Assign License & Link to Existing License|Assign License & Link to Existing License]] section.

===Assign License & Link to Existing License===
[[File:CPLic_AssignLicense.png|thumb|Assign License Modal]]
[[File:CPLic_LinkExistingLicense.png|thumb|Link to Existing License Modal]]

Both the Licenses tab, seen on the cPanel Licensing module page, and the cPanel Licensing panel, seen on the Service page, offer the ability to manually assign a service to a license and vice versa.

The '''Assign License''' modal provides a searchable drop-down menu that can be used to locate and select the desired service. Once the service has been selected, clicking on the ''Assign'' button will assign the service to that specific license.

The '''Link to Existing License''' modal provides a searchable drop-down menu that can be used to locate and select the desired license. Once the license has been selected, clicking on the ''Assign'' button will assign the license to that specific service.

In both cases, it is important to note that the configurable option will not be automatically selected. You must navigate to the Service page in the Admin Area, set the configurable option to coincide with the appropriate package if fixed, or enable the autoscale option if applicable. '''This is necessary for automated billing to occur.'''

Additionally, only a singular active license can be assigned to a service. Using the ''Link to Existing License'' or ''Assign License'' functionality to assign a new license to a service already in possession of an active license will result in the replacement of that active license. In this instance, a prompt will appear to confirm this action.

====Error Messages====
This section covers the error messages which may be encountered during license assignment.

=====A license was deactivated on the same IP last month before billing could occur.=====
This response indicates that the previous cPanel license associated with the service's IP address accrued usage, and was deactivated before billing could occur within Manage2.

A reactivation fee must be paid before a new license can be provisioned for that IP address. This must be done via Manage2 directly.

=====This license is already assigned to another service=====
Review the '''Addons > cPanel Licensing''' page to see the current service to which the license is assigned in WHMCS.

Click the ''Assign'' button a second time to remove the current assignment and assign to the current service.

=====You cannot assign a license to this service=====
'''You cannot assign a license to this service as the product to which it is assigned does not have a configurable option for a cPanel license'''

There is no license pricing configuration assigned to the product in use, a license can only be assigned when a pricing scheme is associated with the product. The following steps will make the necessary adjustments to the product/service configuration:
*Navigate to the clients '''Products/Services tab''' for the service in question
*Assert the cPanel Licenses configurable option is displayed (dropdown or radio options depending upon your choice during [[#Create_New_Option|pricing configuration]])
**If not, Navigate to ''Setup > Products/Services > Configurable Options''
**Click ''Edit'' for the cPanel licensing option group
**Ctrl + Click to select all the applicable products which should offer a cPanel license option (be sure to select the product currently exhibiting the error)
**Click ''Save Changes''
*If the cPanel License configurable option is displayed, select the desired cPanel license tier
*Click ''Save Changes''
*Then use the ''Assign'' or ''Link'' button again to complete the task successfully

=====cPanel Licensing options of product are not set for this service=====
'''cPanel Licensing options of product are not set for this service. Please review and save the cPanel licensing options for this service and try again'''

A license pricing configuration is assigned to the product in use, but the desired option has not been selected for the individual service record. WHMCS needs to know the desired license tier to invoice the client correctly. The following steps will make the necessary adjustments to the service record:
*Navigate to the client's '''Products/Services tab''' for the service in question
*Use the cPanel License configurable option to select the desired cPanel license tier
*Click ''Save Changes''
*Then use the ''Assign'' or ''Link'' button again to complete the task successfully