Support Tickets - Revision history

SarahK: /* Splitting Replies */

2022-06-23T20:59:03Z

‎Splitting Replies

James.white: /* Ticket Tags/Tag Cloud */

2022-05-30T14:00:14Z

‎Ticket Tags/Tag Cloud

SarahK at 19:33, 5 May 2022

2022-05-05T19:33:01Z

Show changes

SarahK at 22:08, 14 April 2022

2022-04-14T22:08:17Z

SarahK: /* Ticket Tags/Tag Cloud */

2022-02-04T20:50:05Z

‎Ticket Tags/Tag Cloud

SarahK: /* Ticket Attachments */

2021-10-14T20:39:06Z

‎Ticket Attachments

SarahK at 20:38, 14 October 2021

2021-10-14T20:38:29Z

Joshua: /* Ticket Reply Badges */

2021-09-30T16:58:17Z

‎Ticket Reply Badges

SarahK at 16:38, 28 September 2021

2021-09-28T16:38:23Z

Show changes

PeterM: /* Auto Closing */

2021-06-15T14:07:36Z

‎Auto Closing

@@ Line 120: / Line 120: @@
 ==Splitting Replies==
-[[File:Split-replies.JPG|thumb|Split Selected Ticket Replies]]
+[[File:Split-replies.png|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.
@@ Line 131: / Line 131: @@
 To quickly return to the original ticket, click '''Other Tickets'''.
-−
 ==Admin Notes==

@@ Line 212: / Line 212: @@
 ==Ticket Tags/Tag Cloud==
-The ''Ticket Tags'' section is displayed on the sidebar when viewing a support ticket. It is designed to link tickets that have a common item (for example, tickets that all report the same issue). You could use this to save a case ID from an external system (for example, if you wish to follow up with those tickets once it is marked as resolved).  To use, enter the desired tag text and press Return to save.
+The '''Ticket Tags''' section only displays in the sidebar when viewing a support ticket in the Admin Area. It links tickets that have a common item (for example, tickets that all report the same issue). You could use this to save a case ID from an external system (for example, if you wish to follow up with those tickets once it is marked as resolved).  To use, enter the desired tag text and press Return to save.
 Tags associated with tickets in the support ticket list are displayed in the ''Tag Cloud'' section of the sidebar of the '''Support > Support Tickets''' list.

@@ Line 1: / Line 1: @@
 The '''Support Ticket''' system is a fully featured ticket desk that allows you to handle all communication with your clients. It features threaded discussions, private notes, ticket flagging, varying priority levels, [[Predefined_Replies|predefined replies]], and automatic inactive ticket closure. You can assign Admins to specific departments, so that they only have access to their designated areas.
 ==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'''.

← Older revision		Revision as of 20:50, 4 February 2022
Line 163:		Line 163:
	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. Flagging a ticket to oneself will not send the email.		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. Flagging a ticket to oneself will not send the email.

		+	==Notifications==
		+
		+	Support ticket actions trigger email notifications as shown below:
		+
		+	<table class="table table-bordered">
		+	<tr><th>Action</th><th class="text-center">Ticket Watchers</th><th class="text-center">Department Members*</th><th class="text-center">Flagged Admin</th><th class="text-center">Owner</th><th class="text-center">Users</th><th class="text-center">Contacts</th><th class="text-center">CC Recipients</th></tr><tr>
		+	<tr><td>Ticket Opened</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td></tr>
		+	<tr><td>Client Reply</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td></td><td></td></tr>
		+	<tr><td>Admin Reply</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td></tr>
		+	<tr><td>Change of Ticket Options</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td></td><td></td><td></td><td></td></tr>
		+	<tr><td>Change of Ticket Department</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td></td><td></td><td></td></tr>
		+	<tr><td>Ticket Assigned</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td></td><td></td></tr>
		+	<tr><td>Ticket Unassigned</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td></td><td></td></tr>
		+	</table>
		+
		+	<div class="docs-alert-warning"><i class="fa fa-info-circle"></i>  You will not receive an email notification for any changes you initiate yourself. Notifications may also depend on permissions and the origin of the ticket.</div>
		+
		+	''* Department Members only receive '''Client Reply''' and '''Change of Ticket Department''' notifications when there is no flagged admin user.''
		+
		+	===Definitions===
		+
		+	* '''Ticket Watchers''' — Any admin user who is watching a ticket via the Admin Area.
		+	* '''Department Members''' — Any admin user who chose to receive ticket notifications for a given Support Ticket department and has the '''Support Emails Admin''' role.
		+	* '''Assigned User''' — Any admin user to is assigned to or unassigned from a ticket.
		+	* '''Owner''' — The related client's [[Users_And_Accounts\|account owner]].
		+	* '''User''' — A user with access to the related client.
		+	* '''Contact''' — The related client's contacts.
		+	* '''CC Recipients''' — A recipient who has been added to the ticket to receive a carbon copy (CC) of ticket-related emails.
		+
		+
	==Ticket Tags/Tag Cloud==		==Ticket Tags/Tag Cloud==

@@ Line 233: / Line 233: @@
 ===Ticket Attachments===
-Thumbnail previews of attachments display beneath the ticket message if you enable them in the '''[[Support_Tab Support]]''' 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'''.
+Thumbnail previews of attachments display beneath the ticket message if you enable them in the '''[[Support_Tab|Support]]''' 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'''.
 [[File:attachment-thumbnails.png]]
@@ Line 249: / Line 249: @@
 ** If this fails, the system assigns <tt>.unknown</tt> as the extension.
 ** If the system-determined extension is not in this list of extensions, the system will ignore the file.
-−
 ==Ticket Reply Badges==

@@ Line 228: / Line 228: @@
 Support tickets allow admins and users to upload and send files.
-* To configure the list of file types that users can upload, go to the '''[[Support_Tab Support]]''' 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'''.
+* To configure the list of file types that users can upload, go to the '''[[Support_Tab|Support]]''' 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'''.
 * Admins can upload all file types.

@@ Line 257: / Line 257: @@
 * '''Registered User''' indicates a user who can log in to the WHMCS Client Area but who is not associated with the account and is not the account owner. (This was '''External User''' in WHMCS 8.1 and earlier.)
 * '''Guest''' indicates an email address that is not associated with any account, user, or contact in WHMCS.
 * '''Owner''' indicates the user who is the account owner.
 * '''Operator''' indicates a WHMCS admin user.

@@ Line 197: / Line 197: @@
 ==Auto Closing==
-−
-This feature allows you to have support tickets automatically closed after a certain time of inactivity has passed. This only closes tickets set to '''Open''' or '''Answered'''. Tickets set to '''On Hold''' or '''In Progress''' are not closed.
+This feature allows you to have support tickets automatically closed after a certain time of inactivity has passed. By default this closes tickets set to '''Answered''' or '''Customer Reply'''.
-−
 To set the length of time of inactivity before closure, go to '''Support Ticket Settings''' at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Automation Settings''' or, prior to WHMCS 8.0, '''Setup > Automation Settings'''. Then, enter the time in hours (for example, <tt>48</tt> indicates two days) in '''Close Inactive Tickets'''.
-−
-When closing the ticket, WHMCS sends a '''Support Ticket Auto Close Notification''' email to the user. You can customise that email in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Email Templates''' or, prior to WHMCS 8.0, '''Setup > Email Templates'''.
+When closing the ticket, WHMCS sends a '''Support Ticket Auto Close Notification''' email to the user. You can customise that email at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Email Templates''' or, prior to WHMCS 8.0, '''Setup > Email Templates'''.
-−
 ==Automated Escalations==
 The status, department, and priority of a ticket can be changed automatically after a set time. For more information, see [[Support_Ticket_Escalations|Support Ticket Escalations]].