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
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2) Then click Support Tickets
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3) To open a Support Ticket, click its Subject
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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
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You can insert a Knowledgebase link, a Predefined Ticket Reply, or an Attachment using these fields
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You can also add a billing entry right here, instead of having to do that separately
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Let's add a Predefined Reply
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7) Select a Reply, then scroll up
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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
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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
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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
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12) Specify your desired filter settings, then click Filter
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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
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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