Support Departments

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:

1. Go to Configuration () > System Settings > Support Departments (Setup > Support > Support Departments prior to WHMCS 8.0) and 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 a login. 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. Optionally, if you want to use the POP3 import method, enter your Hostname, POP3 Port, Email Address, and your email password.
10. 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 import email from users into the ticket system as tickets (Email Piping). For more information and configuration instructions, see Email Piping.