Difference between revisions of "Support Departments"
From WHMCS Documentation
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==Departments== | ==Departments== | ||
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| − | For more information about the Support Ticket system, see [[Support Tickets]]. | + | 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. For more information about the Support Ticket system, see [[Support Tickets]]. |
==Creating Departments== | ==Creating Departments== | ||
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To set up departments: | To set up departments: | ||
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# Go to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0) and click '''Add New Department'''. | # Go to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support Departments''' ('''Setup > Support > Support Departments''' prior to WHMCS 8.0) and click '''Add New Department'''. | ||
# 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. | # 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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# 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. | # 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. | ||
# For '''Hidden''', check the box to hide the department. Users can only access hidden departments via a direct link. | # For '''Hidden''', check the box to hide the department. Users can only access hidden departments via a direct link. | ||
| − | # Optionally, if you want to | + | # Optionally, if you want to poll your mailserver using the POP3 import method, enter your '''Hostname''', '''POP3 Port''', '''Email Address''', and your email password. |
# Click '''Add New Department'''. | # Click '''Add New Department'''. | ||
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==Custom Fields== | ==Custom Fields== | ||
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After 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. | After 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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==Email Piping== | ==Email Piping== | ||
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| − | You can automatically | + | You can automatically send user emails into the ticket system for import as tickets and ticket replies. To do this, you will need to pipe the email into WHMCS (email piping). This is in lieu of POP3 polling. For more information and configuration instructions, see [[Email Piping]]. |
Revision as of 17:31, 22 September 2020
Departments
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. For more information about the Support Ticket system, see Support Tickets.
Creating Departments
To set up departments:
- Go to Configuration () > System Settings > Support Departments (Setup > Support > Support Departments prior to WHMCS 8.0) and click Add New Department.
- 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.
- For Assigned Admin Users, check the boxes for each admin who will have access to the tickets in this department.
- For Clients Only, specify 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.
- 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.
- For No Autoresponder, check the box to prevent sending an autoresponder email when a new ticket opens
- 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.
- For Hidden, check the box to hide the department. Users can only access hidden departments via a direct link.
- Optionally, if you want to poll your mailserver using the POP3 import method, enter your Hostname, POP3 Port, Email Address, and your email password.
- Click Add New Department.
Custom Fields
After 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.
Email Piping
You can automatically send user emails into the ticket system for import as tickets and ticket replies. To do this, you will need to pipe the email into WHMCS (email piping). This is in lieu of POP3 polling. For more information and configuration instructions, see Email Piping.