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.

You can access this feature at Configuration () > System Settings > Support Departments.

Creating Departments #

To set up a new support department, click Add New Department and configure the desired department settings.

Prevent Client Closure #

If you do not want your clients to close support tickets, enable Prevent Client Closure while creating or editing a support department. When Prevent Client Closure is enabled, the system removes the Close button from the Client Area when viewing new tickets in this department and prevents clients from changing their status to Closed. This applies to both new tickets that you create in the department and tickets that you move to this department after enabling Prevent Client Closure.

Custom Fields #

After you create a department, you can create custom fields to display during ticket submission.

To do this:

1. Click the Edit icon for the desired department.
2. Choose the Custom Fields tab.
   
3. Enter the requested field information and choose a field type.
4. Check the appropriate checkboxes to show or hide the field or require a response.
5. Click Save Changes.

Email Piping and Importing #

You can automatically send user emails into the ticket system as tickets and ticket replies. To do this, you will need to either pipe or import the email into WHMCS (email piping and email importing). Email piping and email importing use separate configurations and are distinct methods of importing email replies.

• We recommend using email piping if you use cPanel & WHM and only import email replies from one domain.
• We recommend using email importing if you use other control panels or if you want to import email from multiple domains.

Last modified: October 31, 2024