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WHMCS gives you a wide variety of options for the support you provide to your clients. This article goes over the options and some basic setups of the support options available in WHMCS.
The support options can be found under Setup -> Support -> and then the sub-category you want to access.
This page lets you view, add, edit, and remove different departments your clients can reach out to for support.
To add a new support department, click the Add New Department button, fill out the following form and click Add New Department.
To edit an existing department, click the Edit button next to the department you want to edit. You will be presented with the same form as when adding a new department. However, there is also a tab to manage custom fields in the department. Add, remove or adjust any custom fields you need on the department and click Save Changes.
This section lets you customize your support tickets' statuses and how tickets with each status appear within the ticketing system.
Add a new ticket status, fill out the form at the bottom of the page with the configuration you want, and click Save Changes.
All ticket statuses are available to edit by clicking the Edit button. This will fill the form at the bottom with the configuration for that status. Adjust the values as needed and click Save Changes.
To remove a ticket status from the system, click the Remove button next to the status you want to remove.
The Open, Answered, Customer-Reply, and Closed statuses cannot be removed.
This page lets you specify rules to trigger automatic escalation on tickets.
On this main page, you'll find a list of existing rules with buttons next to each to allow editing or removal of the rules.
To add a new escalation rule, click the Add New Rule button and fill out the following form:
This page lets you specify rules to block tickets based on the sender, subject, or matching phrases in the ticket's body. There are three tabs to list each blocking, with buttons to remove each entry.
TAdda new spam control filter, use the fields at the top of the page to select the type of filter and what value it should look for matches for, then click Add New Spam Control.
Written by Hostwinds Team / September 11, 2018