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.

Support Department Settings #

Whenever you create or edit a support department, you can configure the following settings:

Department Name #

The support department’s name. The name that you enter here displays in both the Admin Area and Client Area.

Description #

The support department’s description. Your customers and visitors will see this description when selecting a support department during the support ticket submission process.

Email Address #

The support department’s email address. The system uses this address as the sender for notifications to admins and customers about the department’s tickets.

Assigned Admin Users #

The admin users who will have access to this support department. To allow an admin to view and respond to tickets for this support department, you must select them here.

Clients Only #

Whether the support department is a clients-only department. Clients-only departments require that visitors log in to your Client Area before they can submit a support ticket. For example, Sales would be a public department while you might set Support to be clients-only.

Pipe Replies Only #

Whether to require users to log in to the Client Area to open new tickets. Attempts to open new tickets using email will fail, but users can still respond to tickets through email.

No Autoresponder #

Whether to prevent sending an autoresponder email when a new ticket opens.

Feedback Request #

Whether to send an email request for a user to provide feedback for their overall support ticket experience.

Prevent Client Closure #

Whether to prevent clients from closing their support tickets.

When you enable Prevent Client Closure, 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.

Hidden #

Whether to hide the department when visitors are selecting a support department for their support ticket submission. Users can only access hidden departments using a direct link.

Mail Importing Configuration #

Use this section to configure your settings for email importing. Email importing retrieves support ticket email replies for your support ticket system. It can import email from multiple domains.

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: 2025 March 21