Support Ticket Statuses - Revision history

SarahK: /* Status Options */

2022-05-05T19:08:20Z

‎Status Options

SarahK: /* Translations */

2022-05-05T18:57:07Z

‎Translations

SarahK at 18:56, 5 May 2022

2022-05-05T18:56:35Z

SarahK at 21:49, 14 April 2022

2022-04-14T21:49:19Z

SarahK at 22:33, 1 March 2022

2022-03-01T22:33:43Z

SarahK: /* Status Options */

2020-08-04T13:44:39Z

‎Status Options

SarahK at 19:48, 8 May 2020

2020-05-08T19:48:25Z

PeterB: Add TOC

2019-10-22T14:10:41Z

Add TOC

John at 22:47, 17 March 2010

2010-03-17T22:47:07Z

Matt: Created page with 'Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses aswell as creating your own. The ticket system has '''4'…'

2010-03-17T21:46:22Z

Created page with 'Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses aswell as creating your own. The ticket system has '''4'…'

New page

Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses aswell as creating your own.

The ticket system has '''4''' core statuses. Tese are '''Open, Answered, Customer-Reply & Closed'''. As the core system statuses, this means that tickets are set to them automatically by the system when various events occur. For example when a customer replies to a ticket it is set to "Customer-Reply", and when an admin replies it is set to "Answered". The names of these statuses therefore cannot be changed, but you can still edit their color and the way they are treated.

There are 2 additional default statuses: '''On Hold & In Progress''' These aren't required and can be fully customised, including renaming and even deleted entirely should you not wish to have them at all.

You can add any additional statuses that you want and these will then appear in the admin ticket interface as options for you to assign tickets to when viewing or replying to them. The options you select allow you to determine how they are handled by the system and are explained in more detail below.

==Status Options==

For each ticket status, you can set the following attributes:

*'''Status Color''' - A six-digit hexadecimal representation of the color to display that status in
*'''Include in Active Tickets''' - Ticking this box includes the status in the tickets considered as open (or more precisely, not closed)
*'''Include in Awaiting Reply''' - Ticking this box includes the status in the tickets considered as awaiting a reply by staff
*'''Auto Close''' - This is used to determine if tickets set to this status should be included in the automatic closing after a defined period of inactivity (no replies)
*'''Sort Order''' - This determines in what order the ticket statuses are displayed

==Translations==

The 6 default statuses come with translations into all the languages offered with WHMCS. For any custom statuses however, you can also create translations for those. This is done by adding a line to the language file for the desired language in the format:

$_LANG['supportticketsstatus'''statusnamehere''''] = "Translation";

The '''statusnamehere''' value comes from the default status name that you enter in the setup, with any non A-Z characters removed (including spaces) and then converted to lowercase. If no translation is found in a language file, then the title entered in the setup is used.

@@ Line 25: / Line 25: @@
 *'''Include in Active Tickets''' — Check this box to display this as an option for tickets that aren't closed.
 *'''Include in Awaiting Reply''' — Check this box to display this in tickets that are awaiting a reply by staff.
-*'''Auto Close''' — Choose whether to close tickets in this status after a defined period of inactivity (no replies). Define how the ticket will close in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[Automation Settings]]''' or, prior to WHMCS 8.0, '''Setup > Automation Settings]]'''.
+*'''Auto Close''' — Choose whether to close tickets in this status after a defined period of inactivity (no replies). Define how the ticket will close in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[Automation Settings]]''' or, prior to WHMCS 8.0, '''Setup > Automation Settings'''.
 *'''Sort Order''' — Set the order in which ticket statuses appear.

@@ Line 32: / Line 32: @@
 The six default statuses come with translations into all the languages that WHMCS offers. For any custom statuses, you can create custom translations. To do this, add a line to the desired language file in this format:
-  $_LANG['supportticketsstatus'''statusnamehere''''] = "Translation";
+  $_LANG['supportticketsstatusstatusnamehere'] = "Translation";
 The <tt>statusnamehere</tt> value comes from the default status name that you enter. This name must only contain lowercase alphanumeric characters.  If no translation exists in a language file, the system won't use the title.

@@ Line 1: / Line 1: @@
 Ticket statuses allow you to better organise your workflow. The setup area allows you to customise the default statuses and create your own.
-You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Ticket Statuses'''.
+You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Ticket Statuses''' or, prior to WHMCS 8.0, '''Setup > Support > Ticket Statuses'''.
 == Statuses ==
-The ticket system has '''four''' core statuses. These are '''Open, Answered, Customer-Reply, and Closed'''. As the core system statuses, this means that the system sets tickets to them automatically when various events occur. For example, when a customer replies to a ticket, the system sets it to "Customer-Reply". When an admin replies, it sets it to "Answered".  Because of this, you can't change the names of these statuses, but you can still edit their colors and the way the system handles them.
+The ticket system has four core statuses:
-There are two additional default statuses: '''On Hold and In Progress'''  These aren't required and you can fully customize them, including renaming and even deleteing them entirely if you don't want to have them at all.
+* '''Open'''
-You can add more statuses to the admin ticket interface, which you can then add to tickets when you view or reply to them. The options you select determine how the system handles them.
+The system sets tickets to these automatically when various events occur. For example, when a customer replies to a ticket, the system sets it to '''Customer-Reply'''. When an admin replies, it sets it to "Answered".  You can't change the names of these statuses but you can still edit their colors and the way the system handles them.
 ==Status Options==
@@ Line 18: / Line 25: @@
 *'''Include in Active Tickets''' — Check this box to display this as an option for tickets that aren't closed.
 *'''Include in Awaiting Reply''' — Check this box to display this in tickets that are awaiting a reply by staff.
-*'''Auto Close''' — Choose whether to close tickets in this status after a defined period of inactivity (no replies). Define how the ticket will close in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Automation Settings'''.
+*'''Auto Close''' — Choose whether to close tickets in this status after a defined period of inactivity (no replies). Define how the ticket will close in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[Automation Settings]]''' or, prior to WHMCS 8.0, '''Setup > Automation Settings]]'''.
 *'''Sort Order''' — Set the order in which ticket statuses appear.
@@ Line 27: / Line 34: @@
   $_LANG['supportticketsstatus'''statusnamehere''''] = "Translation";
-The '''statusnamehere''' value comes from the default status name that you enter in the setup, without any non-A–Z characters (including spaces) and in lowercase.  If no translation exists in a language file, then the system won't use the title.
+The <tt>statusnamehere</tt> value comes from the default status name that you enter. This name must only contain lowercase alphanumeric characters.  If no translation exists in a language file, the system won't use the title.

@@ Line 1: / Line 1: @@
 Ticket statuses allow you to better organise your workflow. The setup area allows you to customise the default statuses and create your own.
-You can work with support ticket statuses at  '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Ticket Statuses'''.
+You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Ticket Statuses'''.
 == Statuses ==

← Older revision		Revision as of 22:33, 1 March 2022
Line 1:		Line 1:
−	~~__TOC__~~

	Ticket statuses allow you to better organise your workflow. The setup area allows you to customise the default statuses and create your own.		Ticket statuses allow you to better organise your workflow. The setup area allows you to customise the default statuses and create your own.
		+
		+	You can work with support ticket statuses at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Ticket Statuses'''.
		+
		+	== Statuses ==

	The ticket system has '''four''' core statuses. These are '''Open, Answered, Customer-Reply, and Closed'''. As the core system statuses, this means that the system sets tickets to them automatically when various events occur. For example, when a customer replies to a ticket, the system sets it to "Customer-Reply". When an admin replies, it sets it to "Answered". Because of this, you can't change the names of these statuses, but you can still edit their colors and the way the system handles them.		The ticket system has '''four''' core statuses. These are '''Open, Answered, Customer-Reply, and Closed'''. As the core system statuses, this means that the system sets tickets to them automatically when various events occur. For example, when a customer replies to a ticket, the system sets it to "Customer-Reply". When an admin replies, it sets it to "Answered". Because of this, you can't change the names of these statuses, but you can still edit their colors and the way the system handles them.

@@ Line 1: / Line 1: @@
 __TOC__
-Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses as well as creating your own.
+Ticket statuses allow you to better organise your workflow. The setup area allows you to customise the default statuses and create your own.
-The ticket system has '''4''' core statuses.  These are '''Open, Answered, Customer-Reply & Closed'''.  As the core system statuses, this means that tickets are set to them automatically by the system when various events occur.  For example when a customer replies to a ticket it is set to "Customer-Reply", and when an admin replies it is set to "Answered".  The names of these statuses therefore cannot be changed, but you can still edit their color and the way they are treated.
+The ticket system has '''four''' core statuses. These are '''Open, Answered, Customer-Reply, and Closed'''. As the core system statuses, this means that the system sets tickets to them automatically when various events occur. For example, when a customer replies to a ticket, the system sets it to "Customer-Reply". When an admin replies, it sets it to "Answered".  Because of this, you can't change the names of these statuses, but you can still edit their colors and the way the system handles them.
-There are 2 additional default statuses: '''On Hold & In Progress'''  These aren't required and can be fully customised, including renaming and even deleted entirely should you not wish to have them at all.
+There are two additional default statuses: '''On Hold and In Progress'''  These aren't required and you can fully customize them, including renaming and even deleteing them entirely if you don't want to have them at all.
-You can add any additional statuses that you want and these will then appear in the admin ticket interface as options for you to assign tickets to when viewing or replying to them.  The options you select allow you to determine how they are handled by the system and are explained in more detail below.
+You can add more statuses to the admin ticket interface, which you can then add to tickets when you view or reply to them. The options you select determine how the system handles them.
 ==Status Options==
@@ Line 13: / Line 13: @@
 For each ticket status, you can set the following attributes:
-*'''Status Color''' - A six-digit hexadecimal representation of the color to display that status in
+*'''Status Color''' — Enter a six-digit hexadecimal representation of the color to display that status in.
-*'''Include in Active Tickets''' - Ticking this box includes the status in the tickets considered as open (or more precisely, not closed)
+*'''Include in Active Tickets''' — Check this box to display this as an option for tickets that aren't closed.
-*'''Include in Awaiting Reply''' - Ticking this box includes the status in the tickets considered as awaiting a reply by staff
+*'''Include in Awaiting Reply''' — Check this box to display this in tickets that are awaiting a reply by staff.
-*'''Auto Close''' - This is used to determine if tickets set to this status should be included in the automatic closing after a defined period of inactivity (no replies). It is defined in Setup > Automation Settings.
+*'''Auto Close''' — Choose whether to close tickets in this status after a defined period of inactivity (no replies). Define how the ticket will close in Setup > Automation Settings.
-*'''Sort Order''' - This determines in what order the ticket statuses are displayed
+*'''Sort Order''' — Set the order in which ticket statuses appear.
 ==Translations==
-The 6 default statuses come with translations into all the languages offered with WHMCS.  For any custom statuses however, you can also create translations for those.  This is done by adding a line to the language file for the desired language in the format:
+The six default statuses come with translations into all the languages that WHMCS offers. For any custom statuses, you can create custom translations. To do this, add a line to the desired language file in this format:
   $_LANG['supportticketsstatus'''statusnamehere''''] = "Translation";
-The '''statusnamehere''' value comes from the default status name that you enter in the setup, with any non A-Z characters removed (including spaces) and then converted to lowercase.  If no translation is found in a language file, then the title entered in the setup is used.
+The '''statusnamehere''' value comes from the default status name that you enter in the setup, without any non-A–Z characters (including spaces) and in lowercase.  If no translation exists in a language file, then the system won't use the title.

← Older revision		Revision as of 14:10, 22 October 2019
Line 1:		Line 1:
		+	__TOC__
		+
	Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses as well as creating your own.		Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses as well as creating your own.