Difference between revisions of "Support Departments"

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==Departments==
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Support departments help you categorize tickets. The first step in the user ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments.
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Support Departments are the categories for tickets. The first step in the user ticket submission process is to choose their department. You can assign different staff to different departments so you can have different people handling the different areas if you need to. Common departments are '''Sales''', '''Support''', and '''Billing'''.
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<noinclude>You can find more information on the Support Ticket system at [[Support Tickets]]</noinclude>
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You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' or, prior to WHMCS 8.0, '''Setup > Support > Support Departments'''.
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===Creating Departments===
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[[File:Videotutorial.png‎|center|link=http://www.youtube.com/watch?v=Rm6cAc5C3hg&hd=1|Watch Video Tutorial]]
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For more information about the Support Ticket system, see [[Support Tickets]].
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==Creating Departments==
  
 
To set up departments:
 
To set up departments:
  
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*Go to '''Setup > Support > Support Departments''' and click Add New Department.
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# Click '''Add New Department'''.
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*When creating a department, you can enter a name and description to display to users. The system will use the email address to send notifications relating to the ticket to clients. Make this unique for each department.
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# Enter a '''Department Name''' and '''Description''' to display to users. The system will use the email address to send notifications relating to the ticket to users. Make this unique for each department.
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* The '''Clients Only''' option defines whether it's a clients only department, which requires a login. For example, Sales would be a public department while you might set Support to clients only.
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# For '''Assigned Admin Users''', check the boxes for each admin who will have access to the tickets in this department.
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* The '''Pipe Replies Only''' option requires clients to log in to the client area to open new tickets. Attempts to open new tickets via email will not succeed. Clients can still respond to tickets via email.
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# For '''Clients Only''', specify whether it's a clients-only department, which requires you to log in. For example, Sales would be a public department while you might set Support to clients-only.
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*You can also configure whether to send an auto responder email when a new ticket opens and whether it's hidden or visible. Clients can only access hidden departments via a direct link.
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# For '''Pipe Replies Only''', select whether to require users to log in to the Client Area to open new tickets. Attempts to open new tickets via email will fail, but users can still respond to tickets via email.
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* The '''Feedback Request''' option defines whether or not the system will send an email request for a user to provide feedback for their support ticket experience. You can review the results of the feedback emails via the [[Reports#Ticket_Feedback_Scores|Ticket Feedback Scores]] and [[Reports#Ticket_Feedback_Comments|Ticket Feedback Comments]] reports.
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# For '''No Autoresponder''', check the box to prevent sending an autoresponder email when a new ticket opens
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*After creating a department, you need to assign yourself and other staff to it as appropriate in '''Setup > Staff Management > Administrators'''. You must edit the staff profile before you will be able to access that department in Support > Support Tickets.
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# For '''Feedback Request''', check the box to send an email request for a user to provide feedback for their support ticket experience. You can review the results of the feedback emails via the '''Ticket Feedback Scores''' and '''Ticket Feedback Comments''' reports.
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* For staff to receive email notifications of new tickets and client responses in a particular department, select the '''Enable Ticket Notifications''' checkbox on the previously-mentioned page. The system won't email ticket attachments to staff.
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# For '''Hidden''', check the box to hide the department. Users can only access hidden departments via a direct link.
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# If you want to poll your mailserver using mail importing, enter the appropriate information at the bottom of the form. For more information, see [[Email Importing]], [https://help.whmcs.com/m/support_tools/l/1328652-setting-up-pop3-importing-with-oauth-via-google Setting Up POP3 Importing via Google], and [https://help.whmcs.com/m/support_tools/l/1600723-setting-up-importing-via-microsoft Setting Up Importing via Microsoft].
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# Click '''Add New Department'''.
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<div class="docs-alert-warning">
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<span class="title">Re-using email addresses</span><br/>
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Using the same POP3 details on multiple support departments is not recommended and will likely cause duplicate tickets to be imported.
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</div>
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==Custom Fields==
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After you create a department, you can create [[Custom Fields|custom fields]] to display during ticket submission.  
  
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In order to have '''emails from users automatically import''' into the ticket system as tickets, you need to configure [[Email Piping]].
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To do this:
  
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Once you create a department, you can create [[Custom Fields]] to display during ticket submission. Click the Edit icon next to the department and then the Custom Fields tab.
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# Click the '''Edit''' icon for the desired department.
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# Choose '''Custom Fields''' tab.
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# Enter the requested field information and choose a field type.
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# Check the appropriate checkboxes to show or hide the field or require a response.
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# Click '''Save Changes'''.
  
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===Assigning Staff to a Department===
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For more information about custom field configuration, see [[Custom Fields]].
  
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After creating a department, you need to assign yourself and other staff to it as appropriate. This enables you to define which staff can see certain messages. So, for example, you can have dedicated billing staff who can only see tickets in the billing department.
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==Email Piping and Importing==
  
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Navigate to '''Setup > Administrators''' and edit the staff profiles. Select the appropriate department checkbox to enable them to access that department in Support > Support Tickets.<noinclude>
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You can automatically send user emails into the ticket system as tickets and ticket replies. To do this, you will need to either pipe or import the email into WHMCS (email piping and email importing).  
  
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===Email Piping===
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* For more information about email piping, see [[Email Piping]].
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You can configure emails from users to automatically import into the ticket system as tickets ([[Email Piping]]). See the [[Email Piping]] documentation for configuration instructions.</noinclude>
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* For more information about email importing, see [[Email Importing]].

Latest revision as of 18:01, 7 September 2022

Support departments help you categorize tickets. The first step in the user ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments.

You can access this feature at Configuration () > System Settings > Support Departments or, prior to WHMCS 8.0, Setup > Support > Support Departments.

For more information about the Support Ticket system, see Support Tickets.

Creating Departments

To set up departments:

  1. Click Add New Department.
  2. Enter a Department Name and Description to display to users. The system will use the email address to send notifications relating to the ticket to users. Make this unique for each department.
  3. For Assigned Admin Users, check the boxes for each admin who will have access to the tickets in this department.
  4. For Clients Only, specify whether it's a clients-only department, which requires you to log in. For example, Sales would be a public department while you might set Support to clients-only.
  5. For Pipe Replies Only, select whether to require users to log in to the Client Area to open new tickets. Attempts to open new tickets via email will fail, but users can still respond to tickets via email.
  6. For No Autoresponder, check the box to prevent sending an autoresponder email when a new ticket opens
  7. For Feedback Request, check the box to send an email request for a user to provide feedback for their support ticket experience. You can review the results of the feedback emails via the Ticket Feedback Scores and Ticket Feedback Comments reports.
  8. For Hidden, check the box to hide the department. Users can only access hidden departments via a direct link.
  9. If you want to poll your mailserver using mail importing, enter the appropriate information at the bottom of the form. For more information, see Email Importing, Setting Up POP3 Importing via Google, and Setting Up Importing via Microsoft.
  10. Click Add New Department.

Re-using email addresses
Using the same POP3 details on multiple support departments is not recommended and will likely cause duplicate tickets to be imported.

Custom Fields

After you create a department, you can create custom fields to display during ticket submission.

To do this:

  1. Click the Edit icon for the desired department.
  2. Choose Custom Fields tab.
  3. Enter the requested field information and choose a field type.
  4. Check the appropriate checkboxes to show or hide the field or require a response.
  5. Click Save Changes.

For more information about custom field configuration, see Custom Fields.

Email Piping and Importing

You can automatically send user emails into the ticket system as tickets and ticket replies. To do this, you will need to either pipe or import the email into WHMCS (email piping and email importing).

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