Almost all of your clients will eventually submit a support ticket for some reason. This tutorial will show you how to manage your WHMCS support queue
1) Go to Support
2) Then click Support Tickets
3) To open a Support Ticket, click its Subject
4) You can change the ticket's status using this drop-down menu
5) Enter your reply here, then scroll down
6) Select what to do after posting your reply
You can insert a Knowledgebase link, a Predefined Ticket Reply, or an Attachment using these fields
You can also add a billing entry right here, instead of having to do that separately
Let's add a Predefined Reply
7) Select a Reply, then scroll up
The predefined reply has been inserted here. Note that the reply will overwrite any existing contents of the box
8) When finished, click Add Response
9) Scroll down to verify that your reply was submitted correctly
10) Here it is! Now, scroll back up and return to the support ticket queue
Since the ticket is now marked In Progress, it will not show up here by default
11) You can change that by clicking the Search/Filter button
12) Specify your desired filter settings, then click Filter
The page will reload, filtering the tickets as specified -- in this case, not at all
You might find it useful to auto refresh the page every few minutes
13) Specify the interval, then click Set Auto Refresh
14) You can also merge, close, or delete tickets using these buttons
This completes the tutorial. Now you know how to manage the support ticket queue in WHMCS
