Difference between revisions of "Support Center"

Latest revision as of 22:02, 4 February 2022

WHMCS includes a fully featured helpdesk for your clients. This includes announcements, downloads, a knowledgebase and a ticketing system.

Announcements

The announcements system at Support > Announcements displays announcements on the WHMCS homepage and outputs them to the XML RSS feed for use in readers and on other websites.

Downloads

You can add downloads at Support > Downloads. They can be anything from product user manuals, relevant software utilities or even the actual products being sold. They can either be hosted locally or remotely.

Knowledgebase

The knowledgebase feature at Support > Knowledgebase allows you to create a collection of commonly asked questions and their answers.

Support Tickets

The support ticket system at Support > Support Tickets is a fully featured ticket desk that allows you to handle all communication with your clients.

Network Issues

The network issues system at Support > Network Issues allows you to make announcements to customers about current and scheduled or planned service affecting issues, separate from your main news and announcements feed.

Search Engine Friendly URLS

We added Search Engine Friendly URLs in WHMCS 7.2.

Search Engine Friendly URLs allow a URL such as /knowledgebase.php?action=view&id=1 to become /knowledgebase/1/How_do_I_access_my_control_panel.html. They only support Latin characters (a-z, 0-9) in the title. The system converts any unsupported characters into a dash (-).

You can enable Search Engine Friendly URLs for the MarketConnect landing pages, announcements, downloads, and knowledgebase sections in the WHMCS Client Area. For more information, see Friendly URLs.

You can also create friendly URLs for products and product groups. For more information, see Products and Services.

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 ==Announcements==
-The announcements system, along with showing announcements on the WHMCS homepage, will also output announcements into an XML RSS Feed for use in readers and on other websites.
+The announcements system at '''Support > [[Announcements]]''' displays announcements on the WHMCS homepage and outputs them to the XML RSS feed for use in readers and on other websites.
-* To create an announcement navigate to '''Support > Announcements''' and click Add New Announcement.
-* Enter the date, title and announcement itself into the appropriate fields.
-* If the announcement should be available publicly tick the Published? checkbox. In this way an article can be drafted, saved and published at a later date.
-* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
-* Finally click Save Changes
-To edit an existing announcement simply click the edit icon next to it.
 ==Downloads==
-You can add downloads to the site for your users, this could be anyting from product user manuals, relevant software utilities or even the actual products being sold. They can either be hosted locally or remotely.
+You can add downloads at '''Support > [[Downloads]]'''. They can be anything from product user manuals, relevant software utilities or even the actual products being sold. They can either be hosted locally or remotely.
-* The first step is to create a category to contain downloads, navigate to '''Support > Downloads''' and click the Add Category tab
-* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will be available only via direct links. Click Add Category.
-* Now click the Add Download tab to enter the file type, title and description of the file.
-* In the Upload File section select the location of the file. If the file is large it's recommend to upload via FTP and select the Manual FTP Upload to Downloads Folder option, for smaller files the Upload File can make the process easier.
-* '''Manual FTP Upload to Downloads Folder''' - For remotely hosted files simply enter the full URL to the files starting with http:// in the Enter Filename field, for files uploaded via FTP to the /downloads directory it should just be the filename.
-* '''Upload File''' - Click the Browse button and locate the file on your computer, it will be uploaded to the /downloads dir.
-* Downloads can be either public or private and if private, only users who are logged in will have access to them.  You can also specify certain products which can be downloaded only once the associated package is purchased: [[Product Downloads Distribution]]
-* Finally click Add Download.
-To edit an existing download simply click the category name and then the download name.
 ==Knowledgebase==
-The knowledgebase allows you to create a collection of commonly asked questions and their answers.  You can group these into categories and set them to be either visible or private (admin only).  The client area offers the user the choice of browsing through the articles in your KB or searching based on keywords they enter.
+The knowledgebase feature at '''Support > [[Knowledgebase]]''' allows you to create a collection of commonly asked questions and their answers.
-* The first step is to create a category to contain articles, navigate to '''Support > Knowledgebase''' and click the Add Category tab
+==Support Tickets==
-* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will be available only via direct links. Click Add Category.
-* Now click the Add Article tab and enter the title of the first article and click Add Article to be taken to the editing page.
-* The Category field displays which categories this article belongs to, a single article can be assigned to multiple categories by ctrl + clicking.
-* The views and votes statistics can be changed here, it displays how many people have viewed this article and how many rated it helpful.
-* Ticking the Private checkbox will mean this article is not visible to visitors so clients must be logged in to read it.
-* The Display Order enables the default alphanumeric display order (1,2,3,a,b,c...) to be overridden with a custom one. An article with a display order value or 0 would be displayed at the top of the category, 1 beneath that, 2 beneath that and so on.
-* Enter the contents of your article in the large text area.
-* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
-* Finally click Save Changes
-To edit an existing article simply click the category name and then the article name.
+The support ticket system at '''Support > [[Support Tickets]]''' is a fully featured ticket desk that allows you to handle all communication with your clients.
-==Support Tickets==
+==Network Issues==
-The support ticket system is a fully featured ticket desk that allows you to handle all communication with your clients.  Featuring threaded discussions, private notes, ticket flagging, varying priority levels, auto inactive ticket closing and much much more...  [[Support Tickets|Full documentation can be found on the Support Tickets page]].
+The network issues system at '''Support > [[Network Issues]]''' allows you to make announcements to customers about current and scheduled or planned service affecting issues, separate from your main news and announcements feed.
 ==Search Engine Friendly URLS==
-Search Engine Friendly URLs are where a URL which once was "/knowledgebase.php?action=view&id=1" becomes "/knowledgebase/1/How_do_I_access_my_control_panel.html".  You can enable these for the announcements, downloads and knowledgebase sections of the WHMCS client area.
+<div class="docs-alert-info"><i class="fa fa-question-circle"></i>We added Search Engine Friendly URLs in WHMCS 7.2.</div>
-#To enable SEF URLs, first check and ensure you have mod_rewrite installed on your server
+Search Engine Friendly URLs allow a URL such as <tt>/knowledgebase.php?action=view&id=1</tt> to become <tt>/knowledgebase/1/How_do_I_access_my_control_panel.html</tt>. They only support Latin characters (<tt>a-z</tt>, <tt>0-9</tt>) in the title. The system converts any unsupported characters into a dash (<tt>-</tt>).
-#Next go to '''Setup > General Settings > Support''' and tick the box for "KB SEO Friendly URLs"
-#Finally, you must also rename the file named htaccess.txt to .htaccess. in your root WHMCS directory
-The above steps apply to Apache. For IIS environments, you must make sure IIS has URL rewrite installed (http://learn.iis.net/page.aspx/460/using-the-url-rewrite-module/), and then you can setup the rewrite rules as follows:
+You can enable Search Engine Friendly URLs for the MarketConnect landing pages, announcements, downloads, and knowledgebase sections in the WHMCS Client Area. For more information, see [[Friendly URLs]].
-#Open IIS Manager
+<div class="docs-alert-info"><i class="fa fa-question-circle"></i>You can also create friendly URLs for products and product groups. For more information, see [[Products and Services]].</div>
-#Browse to the site you want to add rule to
-#In the right pane double-click and select urlrewrite
-#On right side inbound rules select import rules
-#Cut and paste the rules from the htaccess.txt file in the root directory of WHMCS into rewrite rules field
-#Finally click Apply to complete the process

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