Support Ticket Statuses
Ticket statuses allow you to better organise your workflow & the setup area allows you to customise the default statuses as well as creating your own.
The ticket system has 4 core statuses. These are Open, Answered, Customer-Reply & Closed. As the core system statuses, this means that tickets are set to them automatically by the system when various events occur. For example when a customer replies to a ticket it is set to "Customer-Reply", and when an admin replies it is set to "Answered". The names of these statuses therefore cannot be changed, but you can still edit their color and the way they are treated.
There are 2 additional default statuses: On Hold & In Progress These aren't required and can be fully customised, including renaming and even deleted entirely should you not wish to have them at all.
You can add any additional statuses that you want and these will then appear in the admin ticket interface as options for you to assign tickets to when viewing or replying to them. The options you select allow you to determine how they are handled by the system and are explained in more detail below.
For each ticket status, you can set the following attributes:
- Status Color - A six-digit hexadecimal representation of the color to display that status in
- Include in Active Tickets - Ticking this box includes the status in the tickets considered as open (or more precisely, not closed)
- Include in Awaiting Reply - Ticking this box includes the status in the tickets considered as awaiting a reply by staff
- Auto Close - This is used to determine if tickets set to this status should be included in the automatic closing after a defined period of inactivity (no replies). It is defined in Setup > Automation Settings.
- Sort Order - This determines in what order the ticket statuses are displayed
The 6 default statuses come with translations into all the languages offered with WHMCS. For any custom statuses however, you can also create translations for those. This is done by adding a line to the language file for the desired language in the format:
$_LANG['supportticketsstatusstatusnamehere'] = "Translation";
The statusnamehere value comes from the default status name that you enter in the setup, with any non A-Z characters removed (including spaces) and then converted to lowercase. If no translation is found in a language file, then the title entered in the setup is used.