Support Tab - Revision history

James.white: /* Reopen Existing Tickets on Failed Import */

2022-10-20T12:36:32Z

‎Reopen Existing Tickets on Failed Import

SarahK at 18:40, 5 May 2022

2022-05-05T18:40:37Z

SarahK at 13:47, 15 April 2022

2022-04-15T13:47:27Z

SarahK at 13:30, 15 April 2022

2022-04-15T13:30:27Z

SarahK: /* Reopen Existing Tickets on Failed Import */

2022-01-27T16:50:47Z

‎Reopen Existing Tickets on Failed Import

SarahK: /* Allow Insecure Imports */

2022-01-27T16:50:29Z

‎Allow Insecure Imports

SarahK: /* Disable Reply Email Logging */

2022-01-27T16:48:18Z

‎Disable Reply Email Logging

SarahK at 18:29, 28 December 2021

2021-12-28T18:29:38Z

SarahK at 18:29, 28 December 2021

2021-12-28T18:29:26Z

SarahK at 20:37, 14 October 2021

2021-10-14T20:37:15Z

← Older revision		Revision as of 12:36, 20 October 2022
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	</div>		</div>

−	Select this setting to allow reopening of closed support tickets if WHMCS receives an unimported reply. If this occurs, the support ticket will move to the ''Customer-Reply'' status and you will be able to [[Blocked_Support_Email_Replies\|view and import replies manually]].	+	<div class="docs-alert-warning">
		+	You must disable '''Prevent Email Reopening''' in order to use this setting.
		+	</div>
		+	Select this setting to allow the reopening of closed support tickets if WHMCS receives an unimported reply. If this occurs, the support ticket will move to the ''Customer-Reply'' status and you will be able to [[Blocked_Support_Email_Replies\|view and import replies manually]].

@@ Line 29: / Line 29: @@
 ===Ticket Reply List Order===
-Select the order in which to display support ticket messages when viewing a support ticket in the Admin Area.
+Select the order in which to display support ticket messages when viewing a support ticket in the [[Admin Area]].
 ===Ticket Reply Email Limit===
@@ Line 35: / Line 35: @@
 Specify the maximum number of emails you want to receive in your support system from an individual email address within a 15 minute period.
-This is useful if a client opens a ticket and uses an autoresponder, which could create an infinite loop of email being sent and responded to. By default, WHMCS will prevent import of the 10th email and all subsequent messages.
+This is useful if a client opens a ticket and uses an autoresponder, which could create an infinite loop of sending and responding to email. By default, WHMCS will prevent import of the 10th email and all subsequent messages.
 ===Show Client Only Departments===
@@ Line 49: / Line 49: @@
 Select this setting to display the title and first line of knowledgebase articles that are relevant to the currently-displayed support ticket when a customer is entering their inquiry or reply.
-This displays between the ticket body and the submit button. You must have at least five articles in your knowledgebase that contain 30 words or more each in order to use this feature.
+This displays between the ticket body and the submit button. You must have at least five articles in your knowledgebase that each contain 30 words or more in order to use this feature.
 ===Attachment Thumbnail Previews===
@@ Line 57: / Line 57: @@
 ===Support Ticket Rating===
-Select this setting to display a rating system below each staff reply in support tickets. Customers can rate each response on a scale of 1-5 and the Support Ticket Ratings Reviewer report is available with the results.
+Select this setting to display a rating system below each staff reply in support tickets.
 ===Auto Add Carbon Copy Recipients===
@@ Line 65: / Line 68: @@
 ===Prevent Email Reopening===
-Select this setting to prevent email replies from reopening a closed ticket. When a user attempts to reply to a closed ticket via email, they will receive an email that uses the '''Closed Ticket Bounce Message''' email template, and WHMCS will not add the reply to the ticket.
+Select this setting to prevent email replies from reopening a closed ticket. When a user attempts to reply to a closed ticket via email, they will receive an email that uses the '''Closed Ticket Bounce Message''' [[Email Templates|email template]] and WHMCS will not add the reply to the ticket.
 <div class="docs-alert-info">
 This does not prevent users from replying to and reopening closed tickets from the Client Area.
 </div>
@@ Line 83: / Line 85: @@
 ===Disable Reply Email Logging===
-Select this setting to prevent recording of support ticket responses in the '''Email Message Log''' log at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[System Logs]]'''. The system also logs this data in the support ticket itself, and so selecting this setting can save disk space.
+Select this setting to prevent recording of support ticket responses in the '''Email Message Log''' at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[System Logs]]''' or, prior to WHMCS 8.0, '''Utilities > Logs'''. The system also logs this data in the support ticket itself, so selecting this setting can save disk space.
 ===Allowed File Attachment Types===

@@ Line 3: / Line 3: @@
 The '''Support''' tab allows you to configure settings for the [[Support Center|support ticket system]] and its related features.
-You can access this tab at at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[General Settings]]''' or, prior to WHMCS 8.0, '''Setup > General Settings'''.
+You can access this tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[General Settings]]''' or, prior to WHMCS 8.0, '''Setup > General Settings'''.
 ===Support Module===

@@ Line 1: / Line 1: @@
-<br/><br/>{{General Settings}}
+{{General Settings}}<br/>
-−
+The '''Support''' tab allows you to configure settings for the [[Support Center|support ticket system]] and its related features.
-The '''Support''' tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''' allows you to configure the settings below. For information about the support system in WHMCS, see [[Support Center]].
 ===Support Module===

@@ Line 133: / Line 133: @@
 <i class="fa fa-question-circle"></i>
 We added this setting in WHMCS 8.3.
-* You can view and import insecure email replies from within the support ticket or in the '''Support Ticket Mail Import Log'''.
+* You can view and import insecure email replies from within the support ticket or in the '''[[System_Logs|Support Ticket Mail Import Log]]'''.
 * For more information, see [[Blocked Support Email Replies]].
 </div>
 Select this setting to allow reopening of closed support tickets if WHMCS receives an unimported reply. If this occurs, the support ticket will move to the ''Customer-Reply'' status and you will be able to [[Blocked_Support_Email_Replies|view and import replies manually]].

← Older revision		Revision as of 18:29, 28 December 2021
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−	The '''Support''' tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''' allows you to configure the settings below. For information about the support system in WHMCS, see [Support Center].	+	The '''Support''' tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''' allows you to configure the settings below. For information about the support system in WHMCS, see [[Support Center]].

	===Support Module===		===Support Module===

@@ Line 38: / Line 38: @@
 ===Show Client Only Departments===
-By default, [[support departments]] with '''Clients Only''' enabled are hidden from visitors on the ticket submission page. Select this setting will make these departments visible to visitors and allow them to submit tickets to them.
+By default, [[Support Departments|support departments]] with '''Clients Only''' enabled are hidden from visitors on the ticket submission page. Select this setting will make these departments visible to visitors and allow them to submit tickets to them.
 ===Client Tickets Require Login===