Support Tools

WHMCS includes a full-featured ticket desk for your clients, including announcements, downloads, a knowledgebase, and a ticketing system.

Troubleshooting the Support System

Problems in the support ticket system and its related features can prevent email replies from importing properly and cause other disruptions.

Support Departments

Support departments help you categorize and assign tickets. The first step when customers submit a support ticket is selecting a department.

Email Importing

Email importing retrieves customers' email replies to support tickets. You can use POP3, IMAP, Google®, or Microsoft® for email importing.

Email Piping

Email piping automatically imports email replies that a support department email address receives into the corresponding support ticket.

Support Tickets

Support tickets provide an easy way to handle one-on-one communications with your clients using WHMCS's fully-featured ticket desk.

Ticket Actions

WHMCS's automation can perform many actions to help you handle tickets. You can configure escalation rules for support departments, or automate closures for inactive tickets.

Ticket Statuses

Ticket statuses allow you to better organize your workflow in WHMCS. You can use the default ticket statuses or customize your own.

Predefined Replies

Predefined replies let your staff give quick answers to common questions in support tickets and provide information more consistently.

Spam Control

Spam control filters in WHMCS reduce the amount of spam that you receive in your ticket system by blocking emails, keywords, and phrases.

Knowledgebase

WHMCS includes all of the tools you need to create a custom knowledgebase for your company. Customers can view this in the Client Area.

Add a Predefined Reply

Set up predefined replies in your ticket system. Predefined replies help your staff members quickly answer questions about common issues.

Add a Support Department

Add support departments to your WHMCS installation. The first step when customers submit a support ticket is selecting a department.

Custom Fields

Custom fields collect additional information from or about your clients. You can set them as admin-only or make them visible to clients.

Downloads

Downloads can include product user manuals or relevant software utilities. They can be products you sell, like custom themes for websites, or materials related to support or customer service needs.

Enable Knowledgebase Suggestions

Enable real-time article suggestions as your customers create support tickets. As a user enters a message for submission as a support ticket, WHMCS can display relevant articles that match keywords in the submission text.

Prune Ticket Attachments

Prune ticket attachments to automatically delete and purge ticket attachments from closed tickets after a set period of inactivity.

Remove Quoted Email Replies

Customize the text strings that email piping and importing use to detect quoted email replies, preventing cluttered support tickets.

Set Up Email Importing

Set up email importing using POP3 or IMAP with a Google® email account. WHMCS will import the email replies from this account into the correct support tickets.

Set Up Email Importing - Google

Set up email importing with OAuth2 using Google®. Email importing with Google using this method includes additional security benefits with OAuth2 authentication.