eagle Posted May 6, 2012 Share Posted May 6, 2012 Hi, I am new to whmcs, I am debating if I should use the built in helpdesk or if I should use Kayako (any advice would be appreciate it). I am not that familiar with the whmcs help desk (I played around with it a bit). I have created some sample tickets and it seems like even though I setup departments tickets are all displayed on the same page, and not separated into different department folders. I am not sure if I maybe missed a setting or if this is simply the way it's designed. Another thing that I am interested in is reports based off support agents, I would like to be able to generate some basic reports (example: how many tickets did mike or bill do today?). Kayako is a little overkill but I do need the ability to organize tickets in different department folders and run basic reports. Thank you! 0 Quote Link to comment Share on other sites More sharing options...
ddg8176 Posted May 6, 2012 Share Posted May 6, 2012 If you look to the upper left, there is a Search/Filter feature that lets you sort tickets by department. Hope that helps. Also, if you have Mike assigned to the Support Dept he will only see tickets for the Support Dept... where Bill if assigned to Sales would only see tickets for the Sales Dept. If a support agent is assigned to all departments then he/she will see all support tickets. There is a report for seeing support ticket replies under Reports. 0 Quote Link to comment Share on other sites More sharing options...
eagle Posted May 7, 2012 Author Share Posted May 7, 2012 Hi, Thanks ddg8176! I have a question about setting up Parser Rules, is this possible? In kayako there are options to disable auto responders for some parser rules, just don't know if this is possible with whmcs. 0 Quote Link to comment Share on other sites More sharing options...
barco57 Posted May 7, 2012 Share Posted May 7, 2012 Hi, Thanks ddg8176! I have a question about setting up Parser Rules, is this possible? In kayako there are options to disable auto responders for some parser rules, just don't know if this is possible with whmcs. Yes, you can turn off the auto responder for departments 0 Quote Link to comment Share on other sites More sharing options...
eagle Posted May 7, 2012 Author Share Posted May 7, 2012 Is there an option to disable auto responses based off a specific parsing rule? I would like to setup a parsing rule that will automatically forward a that comes into a specific department. Example if I have a ticket with the subject of "Web Site Contact us page - Presale", I would like to setup a parsing rule that would forward this message to the Sales department in the helpdesk. Thank you! 0 Quote Link to comment Share on other sites More sharing options...
eagle Posted May 8, 2012 Author Share Posted May 8, 2012 Is parsing available? 0 Quote Link to comment Share on other sites More sharing options...
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