Support Tab

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For information regarding the support centre in WHMCS refer to this page.

Support Module

If a third party support system is installed, select it here.

Support Ticket Mask Format

This options allows for the customisation of the support ticket number assigned to new tickets as they are opened. Entering the following codes into the mask field will change the format of the ticket number, you can even add letters and dates:

%A - Uppercase letter | %a - Lowercase letter | %n - Number | %y - Year | %m - Month | %d - Day | %i - Ticket ID

For example a mask format configuration of %A%A%A - %n%n%n%n - %y would result in a ticket number of AAA - 111 - 2013. Where %A is replaced with any random uppercase letter and %n is replaced with any random number between 0-9.

NOTE: The maximum length of the ticket mask is 15 characters.

Ticket Reply List Order

Choose the order support ticket messages are displayed when viewing a ticket in the admin area.

Client Tickets Require Login

Enabling this will prompt all users to login before they can view a support ticket. Will prevent unregistered users from viewing their tickets and restrict them to using email.

Attachment Thumbnail Previews

When enabled a thumbnail sized preview of any images attached to a support ticket will be displayed, allowing you quickly identify & see what's in the attachment you're looking for without even needing to open it.

Knowledgebase Suggestions

Enabling will display the title and first line of articles from your knowledgebase relevant to the support ticket message a customer is typing. It is displayed between the ticket body and the submit button. You must have at-least 5 articles in your KB if 30 words each before this feature will function.

Support Ticket Rating

A star-rating system will appear below each staff reply when enabled. Customers can rate the responses on a scale of 1-5 and a report is available with the results.

Ticket Closure Feedback Request

In addition to the above option, you can also send an email to users once a support ticket has been closed. They will be directed to a page asking the client to rate and provide comments on each member of staff's response to the ticket as well as a general comment. The message will only be sent once per ticket and only for tickets with at-least one staff reply.

The results are collated into two reports under the Reports tab; Ticket Feedback Scores and Ticket Feedback Comments.

If auto-close ticket notifications are also enabled the feedback email will take precedence. Ie. The feedback email will be sent instead of the ticket closure notification.

Disable Reply Email Logging

When ticked, ticket responses will not be recorded in the email log. This saves some disk space in the database as it is already logged in the ticket itself.

KB SEO Friendly URLs

Enabling this requires mod_rewrite enabled on your server, it will rewrite /knowledgebase.php?action=view&id=1 to "/knowledgebase/1/How_do_I_login.html" for example. Making your knowledgebase, announcements and downloads more friendly to search engines. For more information refer to this page.

Allowed File Attachment Types

Specify the file types that customers are permitted to attach to support tickets. For example .jpg,.gif,.jpeg,.png
It is not possible to accept .php attachments for security reasons as this could potentially allow someone to upload a malicious script to your server.

Network Issues Require Login

When enabled, only customers who are logged in will be able to view the network issues pages.

Include Product Downloads

If a product has an associated download it is usually only available on the product details page, ticking this option will also display this file on the Downloads page. Clients will still only be able to download the file if they own the relevant product.