https://docs.whmcs.com/9-1/tags/support-tickets/Recent content in support-tickets onHugo -- gohugo.iohttps://docs.whmcs.com/9-1/support/support-tools/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tools/Surveys the Announcements, Downloads, Knowledgebase, Support Tickets, and Network Issues features under Support, and explains Search Engine Friendly URLs for knowledgebase, announcement, download, and product pages.https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-the-support-system/troubleshooting-the-support-system/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-the-support-system/troubleshooting-the-support-system/Index page linking to support department, ticket, scheduled action, email piping, and email importing (Google and Microsoft) troubleshooting articles, and identifying the Ticket Mail Import Log as the starting point.https://docs.whmcs.com/9-1/support/support-departments/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-departments/Details department settings including Department Name, Email Address, Assigned Admin Users, Clients Only, Pipe Replies Only, No Autoresponder, Feedback Request, Prevent Client Closure, and Hidden, plus adding custom fields, configuring email piping or importing, and how deleting a department reassigns its tickets.https://docs.whmcs.com/9-1/support/email-importing/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/email-importing/Compares email importing to email piping, lists supported providers (POP3, IMAP, Google, Microsoft Entra ID) and OAuth2 security benefits, explains RFC 3834-compliant headers, and describes the conditions under which the Allow Insecure Imports setting causes WHMCS to block support email replies.https://docs.whmcs.com/9-1/support/email-piping/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/email-piping/Explains configuring the pipe.php file and copying the Ticket Importing using Email Forwarders command from Support Departments settings, compares email piping to email importing, and covers RFC 3834-compliant headers and the Allow Insecure Imports setting that blocks unregistered or unassociated senders’ replies.https://docs.whmcs.com/9-1/support/support-tickets/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tickets/Covers opening, pinning, searching, and viewing tickets, replying with predefined replies, merge fields, attachments, and billable items, collision detection, ticket reply badges, editing ticket information, splitting and merging tickets, Prevent Client Closure, automated ticket actions, notification recipients by action, and ticket reply ratings and feedback requests.https://docs.whmcs.com/9-1/support/ticket-actions/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/ticket-actions/Covers scheduled ticket actions and their available action types, statuses (Scheduled, Completed, Cancelled, Failed), options for unscheduling after ticket updates, execution order and retry behavior via the system cron, the Close Inactive Tickets automation setting, configuring escalation rules by department, status, or priority, and merge field support in escalation and scheduled replies.https://docs.whmcs.com/9-1/support/ticket-statuses/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/ticket-statuses/Lists the four core ticket statuses (Open, Answered, Customer-Reply, Closed) plus the customizable On Hold and In Progress statuses, and details the Status Color, Include in Active Tickets, Include in Awaiting Reply, Auto Close, and Sort Order attributes for custom statuses.https://docs.whmcs.com/9-1/support/predefined-replies/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/predefined-replies/Explains creating predefined reply categories via Add Category and individual replies via Add Predefined Reply, previewing formatted messages, editing existing replies, and using the Markdown editor and merge fields within reply text.https://docs.whmcs.com/9-1/support/spam-control/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/spam-control/Covers blocking keywords or phrases in the message subject or body, using the Block Sender option on a ticket, blocking SpamAssassin-added subject prefixes by setting Type to Subject, and reducing spam by avoiding common addresses like support@ or contact@.https://docs.whmcs.com/9-1/support/knowledgebase/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/knowledgebase/Covers creating categories and articles, setting Views, Votes, Display Order, Private status, and Tags on articles, uploading images with storage settings, adding Multi-Lingual Translations, and enabling Knowledgebase Suggestions (requiring five articles of 30+ words) that use MySQL full text search.https://docs.whmcs.com/9-1/support/support-tutorials/add-a-predefined-reply/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/add-a-predefined-reply/Steps through creating a predefined reply category via Add Category, adding a reply within it using Add Predefined Reply and Add Article, entering the reply message with Available Merge Fields, and saving the changes.https://docs.whmcs.com/9-1/support/support-tutorials/add-a-support-department/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/add-a-support-department/Steps through adding a support department with a name, description, email address, and Assigned Admin Users, and configuring Clients Only, Pipe Replies Only, No Autoresponder, Feedback Request, Prevent Client Closure, Hidden, and email piping or importing options.https://docs.whmcs.com/9-1/clients/the-client-area/custom-fields/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/clients/the-client-area/custom-fields/Covers creating Client, Product, and Support Department custom fields with field types (Text Box, Password, Drop Down, Checkbox), Admin Only, Required Field, Show on Order Form, and Show on Invoice options, display names, regular expression validation, searching by custom field values, and merge field syntax for displaying values in emails and pages.https://docs.whmcs.com/9-1/support/support-tutorials/disable-client-ticket-closure/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/disable-client-ticket-closure/Steps through enabling Prevent Client Closure for an entire support department in Support Departments settings versus for an individual ticket’s Options tab, noting that department-level changes do not retroactively affect already-open tickets.https://docs.whmcs.com/9-1/support/downloads/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/downloads/Steps through creating download categories and files via Add Category and Add Download, restricting access with Clients Only or Product Download, and hiding a download from the Client Area list with Hidden, which does not restrict direct-link access.https://docs.whmcs.com/9-1/support/knowledgebase-tutorials/enable-knowledgebase-suggestions/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/knowledgebase-tutorials/enable-knowledgebase-suggestions/States the minimum content requirement of five articles with at least 30 words each, then steps through enabling the Knowledgebase Suggestions checkbox in the Support tab of General Settings so relevant articles display while customers draft a support ticket.https://docs.whmcs.com/9-1/support/support-tutorials/prune-ticket-attachments/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/prune-ticket-attachments/Steps through one-time pruning via System Cleanup’s Prune Ticket Attachments date selector and automatic pruning via the Prune Ticket Attachments months setting in Automation Settings, noting the 1,000-attachment batch limit, hourly cron schedule, and the AutoPruneTicketAttachments command for more frequent runs.https://docs.whmcs.com/9-1/support/support-tutorials/remove-quoted-email-replies/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/remove-quoted-email-replies/Lists the default break line strings WHMCS uses to strip quoted text from piped or imported email replies, and steps through adding or removing entries in the tblticketbreaklines database table via an SQL INSERT command or phpMyAdmin.https://docs.whmcs.com/9-1/support/support-tutorials/schedule-a-ticket-action/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/schedule-a-ticket-action/Steps through adding a scheduled action to a ticket via the Scheduled Actions tab or Add Reply tab, choosing an action, configuring its details, adding multiple actions for the same execution time, and setting the schedule as a specific time or a delay, with an option to unschedule on ticket updates.https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-importing/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-importing/Steps through creating a dedicated POP3 or IMAP mailbox, verifying Imap-SSL/Pop3-SSL in PHP configuration, entering the account’s hostname and port in a support department, scheduling the pop.php cron job, and a workaround for servers that mishandle SSL with POP3 using a forwarding account.https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-importing-google/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-importing-google/Steps through creating a Google Cloud console app and OAuth client ID with a WHMCS redirect URI, then configuring a support department’s Mail Importing Configuration with the Client ID, Client Secret, and Connection Token, and setting up the pop.php cron job for self-hosted installations.https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-importing-microsoft/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-importing-microsoft/Steps through registering a Microsoft Entra ID app with a redirect URI and client secret, setting Friendly URLs to a non-Basic mode, and configuring a support department’s Mail Importing Configuration with the Client ID, Client Secret, and Connection Token, plus the pop.php cron job for self-hosted installations.https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-piping-cpanel/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/set-up-email-piping-cpanel/Steps through copying the pipe.php file path from WHMCS Support Departments settings, creating a cPanel email forwarder for the department’s address, and selecting Pipe to a Program under Advanced Options to route replies into the ticket system.https://docs.whmcs.com/9-1/system/general-settings/general-settings-support/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/system/general-settings/general-settings-support/Documents Support Module, Support Ticket Mask Format codes, Ticket Reply List Order, Ticket Reply Email Limit, Knowledgebase Suggestions, Attachment Thumbnail Previews, Support Ticket Rating, Auto Add Carbon Copy Recipients, Prevent Email Reopening, Update Last Reply Timestamp, Allowed File Attachment Types, and Allow Insecure Imports settings.https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-cron-issues/system-timezone-issues/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-cron-issues/system-timezone-issues/Covers timezone symptoms like incorrect timestamps, two-factor authentication code errors, and cron frequency warnings, attributes them to a mismatch between the webserver’s and cron engine’s PHP date.timezone settings, and gives steps to compare them via SSH before updating the server clock, php.ini, or cron command.https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-the-support-system/ticket-id-not-found-errors/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-the-support-system/ticket-id-not-found-errors/Covers “The system could not find the ticket ID” in the Ticket Mail Import Log, caused by an admin opening a ticket via email or a reply missing the ticket ID, with the fix of including the ticket ID or opening tickets via the Admin Area.https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-php/typeerror-guessfileextension-errors/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/troubleshooting/troubleshoot-php/typeerror-guessfileextension-errors/Covers the “TypeError guessFileExtension()” error during ticket email attachment imports caused by the missing or disabled fileinfo PHP function, with steps to verify and enable it via PHP Info.https://docs.whmcs.com/9-1/support/support-tutorials/use-a-predefined-reply/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/use-a-predefined-reply/Steps through inserting a predefined reply into a ticket via Insert Predefined Reply, selecting the category and reply name, editing the inserted text, and clicking Reply to send it.https://docs.whmcs.com/9-1/support/support-tutorials/view-and-import-blocked-replies/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/support/support-tutorials/view-and-import-blocked-replies/Lists the reasons WHMCS blocks email replies (unregistered sender, not a CC recipient, not associated with the client account) and steps through viewing and importing them via the Blocked Replies message in a ticket or the Ticket Mail Import Log using Ignore Error and Import.https://docs.whmcs.com/9-1/clients/client-profile/tickets-tab/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/clients/client-profile/tickets-tab/Covers the paginated ticket list with open date, department, subject, and status, the Open New Ticket action, real-time search and filter by subject or status, and the Statistics panel showing ticket counts by month and year.https://docs.whmcs.com/9-1/system/localization/localization-tutorials/translate-custom-status-names/Mon, 01 Jan 0001 00:00:00 +0000https://docs.whmcs.com/9-1/system/localization/localization-tutorials/translate-custom-status-names/Gives the $_LANG[‘supportticketstatusexample’] override syntax for the lang directory (Client Area) and the $_ADMINLANG[‘supportticketsstatus’][’example’] syntax for the admin/lang directory (Admin Area) to translate custom support ticket status names.