Support Departments - Revision history

SarahK: /* Creating Departments */

2022-09-07T18:01:37Z

‎Creating Departments

SarahK at 18:28, 5 May 2022

2022-05-05T18:28:37Z

SarahK at 21:43, 14 April 2022

2022-04-14T21:43:36Z

SarahK at 22:31, 1 March 2022

2022-03-01T22:31:00Z

SarahK at 20:25, 3 February 2022

2022-02-03T20:25:09Z

SarahK at 20:47, 14 October 2021

2021-10-14T20:47:25Z

DanR: /* Creating Departments */

2021-01-11T17:53:52Z

‎Creating Departments

SarahK: /* Creating Departments */

2020-12-03T14:23:33Z

‎Creating Departments

SarahK: /* Creating Departments */

2020-11-21T00:32:28Z

‎Creating Departments

SarahK at 21:52, 20 November 2020

2020-11-20T21:52:30Z

@@ Line 17: / Line 17: @@
 # For '''Feedback Request''', check the box to send an email request for a user to provide feedback for their support ticket experience. You can review the results of the feedback emails via the '''Ticket Feedback Scores''' and '''Ticket Feedback Comments''' reports.
 # For '''Hidden''', check the box to hide the department. Users can only access hidden departments via a direct link.
-# If you want to poll your mailserver using mail importing, enter the appropriate information at the bottom of the form. For more information, see [[Email Importing]] and [https://help.whmcs.com/m/support_tools/l/1328652-setting-up-pop3-importing-with-oauth-via-google Setting Up POP3 Importing with OAuth via Google].
+# If you want to poll your mailserver using mail importing, enter the appropriate information at the bottom of the form. For more information, see [[Email Importing]], [https://help.whmcs.com/m/support_tools/l/1328652-setting-up-pop3-importing-with-oauth-via-google Setting Up POP3 Importing via Google], and [https://help.whmcs.com/m/support_tools/l/1600723-setting-up-importing-via-microsoft Setting Up Importing via Microsoft].
 # Click '''Add New Department'''.

@@ Line 1: / Line 1: @@
 Support departments help you categorize tickets. The first step in the user ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments.
-You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0).
+You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' or, prior to WHMCS 8.0, '''Setup > Support > Support Departments'''.
 For more information about the Support Ticket system, see [[Support Tickets]].

@@ Line 1: / Line 1: @@
 Support departments help you categorize tickets. The first step in the user ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments.
-You can work with support departments at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0).
+You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0).
 For more information about the Support Ticket system, see [[Support Tickets]].

@@ Line 1: / Line 1: @@
-==Departments==
+Support departments help you categorize tickets. The first step in the user ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments.
-Support departments help you categorize tickets. The first step in the user ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments. For more information about the Support Ticket system, see [[Support Tickets]].
+You can work with support departments at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0).
 ==Creating Departments==
@@ Line 7: / Line 9: @@
 To set up departments:
-# Go to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0) and click '''Add New Department'''.
+# Click '''Add New Department'''.
 # Enter a '''Department Name''' and '''Description''' to display to users. The system will use the email address to send notifications relating to the ticket to users. Make this unique for each department.
 # For '''Assigned Admin Users''', check the boxes for each admin who will have access to the tickets in this department.

@@ Line 25: / Line 25: @@
 ==Custom Fields==
-After you create a department, you can create [[Custom Fields|custom fields]] to display during ticket submission. Click '''Edit''' next to the department and go to the '''Custom Fields''' tab.
+After you create a department, you can create [[Custom Fields|custom fields]] to display during ticket submission.
 ==Email Piping and Importing==

@@ Line 10: / Line 10: @@
 # Enter a '''Department Name''' and '''Description''' to display to users. The system will use the email address to send notifications relating to the ticket to users. Make this unique for each department.
 # For '''Assigned Admin Users''', check the boxes for each admin who will have access to the tickets in this department.
-# For '''Clients Only''', specify whether it's a clients-only department, which requires a login. For example, Sales would be a public department while you might set Support to clients only.
+# For '''Clients Only''', specify whether it's a clients-only department, which requires you to log in. For example, Sales would be a public department while you might set Support to clients-only.
 # For '''Pipe Replies Only''', select whether to require users to log in to the Client Area to open new tickets. Attempts to open new tickets via email will fail, but users can still respond to tickets via email.
 # For '''No Autoresponder''', check the box to prevent sending an autoresponder email when a new ticket opens
 # For '''Feedback Request''', check the box to send an email request for a user to provide feedback for their support ticket experience. You can review the results of the feedback emails via the '''Ticket Feedback Scores''' and '''Ticket Feedback Comments''' reports.
 # For '''Hidden''', check the box to hide the department. Users can only access hidden departments via a direct link.
-# Optionally, if you want to poll your mailserver using the POP3 import method, enter your '''Hostname''', '''POP3 Port''', '''Email Address''', and your email password.
+# If you want to poll your mailserver using mail importing, enter the appropriate information at the bottom of the form. For more information, see [[Email Importing]].
 # Click '''Add New Department'''.
 ==Custom Fields==
-After you create a department, you can create '''[[Custom Fields]]''' to display during ticket submission. Click the '''Edit''' icon next to the department and then the '''Custom Fields''' tab.
+After you create a department, you can create [[custom fields]] to display during ticket submission. Click '''Edit''' next to the department and go to the '''Custom Fields''' tab.
-==Email Piping==
+==Email Piping and Importing==
-You can automatically send user emails into the ticket system for import as tickets and ticket replies. To do this, you will need to pipe the email into WHMCS (email piping). This is in lieu of POP3 polling. For more information and configuration instructions, see [[Email Piping]].
+You can automatically send user emails into the ticket system as tickets and ticket replies. To do this, you will need to either pipe or import the email into WHMCS (email piping and email importing).