Ticket Statuses

Ticket statuses allow you to better organize your workflow. You can use WHMCS’s default ticket statuses and you can customize the list to add your own.

You can access this feature at Configuration () > System Settings > Ticket Statuses.

Statuses

The ticket system has four core statuses:

  • Open
  • Answered
  • Customer-Reply
  • Closed

The system sets tickets to these automatically when various events occur. For example, when a customer replies to a ticket, the system sets it to Customer-Reply. When an admin replies, it sets it to Answered. You can’t change the names of these statuses but you can still edit their colors and the way the system handles them.

The On Hold and In Progress statuses aren’t required and you can fully customize them, including renaming and even deleting them entirely if you don’t want them.

Custom Statuses

You can create and configure an unlimited number of additional statuses.

For each ticket status, you can set the following attributes:

  • Status Color — Enter a six-digit hexadecimal representation of the color to display that status in.
  • Include in Active Tickets — Check this box to display this as an option for tickets that you or the system has not closed.
  • Include in Awaiting Reply — Check this box to display this in tickets that are awaiting a reply.
  • Auto Close — Choose whether to close tickets in this status after a defined period of inactivity (no replies).
    You can define how the ticket will close in Configuration () > System Settings > Automation Settings.
  • Sort Order — Set the order in which ticket statuses appear.

Translations

The default statuses come with translations into all the languages that WHMCS offers. For any custom statuses, you can create custom translations.

To do this, add a line to the desired language file in this format:

$_LANG['statusnamehere'] = "Translation";

The statusnamehere value comes from the default status name that you enter. This name must only contain lowercase alphanumeric characters. If no translation exists in a language file, the system won’t use the title.

support-tickets escalation

Last modified: June 14, 2024