Can WHMCS support system / helpdesk do this?

[rhbkweb]

Hi,

 

We are looking for a "one in one" solution for a client who wants to start a online computer repair service. the most important for this project is the support system that has to be able to define and set the following things:

 

1- Allow to define custom fields when opening a ticket on a specific department.

 

Example: On the sales department when opening a ticket we want to define the VAT ID number and Company Address, and on the Support Department we want to define custom fileds like for example server login details.

 

2- Allow to define SLA ticket response time per client and/or group of clients.

 

Example: Depending on the service that client will buy, he can choose different SLA response times. So we need that our support team every time a new ticket comes, we know what is the SLA response time defined to that specific ticket.

 

3- Allow to define Escalation rules based on pre-defined options

 

Example: We define that on the support department depending on the SLA, we can make that a ticket that must be responded in 1 hour, if not responded will be escalated in a automatic way to another staff user or department.

 

 

So can someone from WHMCS team or someone with WHMCS experience clarify me on this and tell me if the above 3 features are possible with WHMCS build in support system?

 

Thanks and Regards

[bear]

Documentation: http://docs.whmcs.com/Support_Tickets

Custom fields per department: http://docs.whmcs.com/Support_Tickets#Custom_Fields

Escalations: http://docs.whmcs.com/Support_Ticket_Escalations

[rhbkweb]

Documentation: http://docs.whmcs.com/Support_Tickets

Custom fields per department: http://docs.whmcs.com/Support_Tickets#Custom_Fields

Escalations: http://docs.whmcs.com/Support_Ticket_Escalations

 

@bear: Thanks for the documentation links. I see there that custom fields and escalations are possible. And what about SLA response time per client and/or group?

 

Thanks

[Kian]

About 3) you can arrange a cron to get "last response time" from all "Awaiting reply" tickets you have in your support suite. If "last response time" is greater than 60 minutes you can reassign the ticket to another user based on your specific rules. Of course this is not a native solution of WHMCS. You have to make it on your own (or pay a developer).

[WHMCS JamesX]

About 3) you can arrange a cron to get "last response time" from all "Awaiting reply" tickets you have in your support suite. If "last response time" is greater than 60 minutes you can reassign the ticket to another user based on your specific rules. Of course this is not a native solution of WHMCS. You have to make it on your own (or pay a developer).

WHMCS does offer this already; Setup -> Support -> Escalation Rules. For example:

 

 

• Conditions
  
  • Departments
    
    • Support
      

     

    [*]Statuses

    • Customer-Reply
      
    • Open
      

     

    [*]Time Elapsed

    • 3600
      

   

  [*]Actions

  • Flag To
    
    • j87bf2g8
      

 

The above escalation rule would escalate all tickets in the Support department with a status of either Customer-Reply or Open to the admin with the username j87bf2g8 if they weren't actioned within 60 minutes.

Edited January 29, 2013 by WHMCS JamesX

[bear]

It's why I posted the link to that in the KB.

[WHMCS JamesX]

It's why I posted the link to that in the KB.

My reply was more directed to Kian as I'm not sure why WHMCS couldn't do it out-of-the-box.

[Kian]

Ups i always start with "I can make it with my own hands" mode. Sorry guys

[rhbkweb]

@bear: Can you please respond to my last question on this thread: I see there that custom fields and escalations are possible. And what about SLA response time per client and/or group?

 

Thanks

[bear]

what about SLA response time per client and/or group?

If I knew the answer I'd have addressed it.

I'm not using the built in desk so haven't had any experience with that. I posted those links because I knew they existed from reading the docs at some point.

[rhbkweb]

Hi,

 

Can someone from WHMCS official team clarify me in WHMCS build in support system has the following feature:

 

-> Allow to define SLA ticket response time per client and/or group of clients.

 

Example: Depending on the service that client will buy, he can choose different SLA response times. So we need that our support team every time a new ticket comes, we know what is the SLA response time defined to that specific ticket.

 

Thanks

[WHMCS JamesX]

-> Allow to define SLA ticket response time per client and/or group of clients.

 

Example: Depending on the service that client will buy, he can choose different SLA response times. So we need that our support team every time a new ticket comes, we know what is the SLA response time defined to that specific ticket.

You could do something such as creating an action hook that, when a ticket's opened, it ammends the subject of the ticket to include something like "[sLA: 60]" for a 1 hour SLA; depending upon the clients active products/services, the department, etc. There are several ways that you could approach it, but that's perhaps one of the simplest though.

Edited January 30, 2013 by WHMCS JamesX

[rhbkweb]

You could do something such as creating an action hook that, when a ticket's opened, it ammends the subject of the ticket to include something like "[sLA: 60]" for a 1 hour SLA; depending upon the clients active products/services, the department, etc. There are several ways that you could approach it, but that's perhaps one of the simplest though.

 

@JS-James: Hi. Thanks for you advice. So you are saying that the WHMCS build in support system does not allows the feature of SLA per client and/or group, correct?

 

The advice of the hook you said seems interesting. But it would be great if this could be added to WHMCS or if someone could build a plugin for this. I would definitely buy it!