Extended Support Module for WHMCS - Including Fast Track Support Upgrades!

[leemason]

Hello fellow whmcs users.

 

We have just released what we have found to be a hugley requested module feature in our latested v6 only support extended module.

 

https://d13x91ep2orgnz.cloudfront.net/support_extended/support_extended_fast_track_cta.png

 

Checkout the module features and screenshots here: WHMCS Support Extended

 

Or see the module description below:

 

Opening hours, auto replies, staff hours, fast track ticket upgrades, average response times and much more.

 

The support extended module provides many features the whmcs support lacks "out of the box" giving you greater support control for your website and customers.

 

Opening Hours

 

Not every business provides support round the clock, and not every customer understands this. This module gives you control on when your departments are "open" by allowing you to set down to the minute opening hours for each department.

 

When your departments closed it displays a neat sidebar widget with titles and text you control to explain the department is closed and when it will be open. It doesnt lock the department out as no-one could open or reply to tickets, but it does let your customers know when to expect a reply.

 

Staff Hours

 

Equally not every member of staff is on duty all of the time. By default WHMCS sends notifications to all admins when tickets are updated. With this module we let you control when staff are working and disable any ticket update notifications outside of these hours on a per staff member basis. Say goodbye to multiple unread ticket notifications emails while you sleep!

 

Auto Ticket Replies

 

We have made it possible above to set when departments are closed and open, displaying a nice sidebar widget detailing when the department is open again. But what about email replies? These customers wont know your closed as they havent visited the site?

 

This can be handled by auto replying when out of hours messages to tickets from the admin chosen. these will get added as a normal admin response, so you can let your customers when to expect a reply.

 

Response Times

 

Every advanced ticket system has average response times, so why should your site be any different? Take advantage of the modules global and per department average response times, giving you the ability to tailor the result based on latest number of tickets to check against.

 

Opt Out Feedback Emails

 

the feedback email system in WHMCS is great to get some valuable feedback from your customers, however it can be a little intrusive. Solution: Give your clients the ability to opt out of these feedback emails using a checkbox on there proflle page!

 

Fast Track Tickets

 

WHMCS is a billing and automation platform yet provides little in the way of monetizing your support area. Yes you can generate invoices for work done during a ticket, but no way to prioritise tickets by fast tracking them.

 

With this module you give your customer the option to "Fast Track" there ticket. You set the price, sidebar and link text (detailing the sla's, response times, etc associated with purchasing the fast track upgrade). Your customer decides if there current request is in need of the highest priority. This is great for business effecting problems your customers need addressing asap.

 

Customers can choose upon opening a ticket, or at any point during the tickets life to upgrade to fast track service. When they do an invoice is generated in their currency (based on the base currency price you set in the settings). Once this invoice is paid there ticket gets marked as a "Fast Track" ticket via a pre created ticket status. Your administrators get a notification of the fast track via a dedicated admin email template, and an escalation rule is put in place to provide even more feedback to ensure you can provide the extended fast track experience.

 

Merge Fields

 

Knowing response times, opening hours and if a department is closed or open can be useful in multiple places, not just your tickets sidebar. So the module provides response time, opening hours, and closed/open variables which can be used anyway in your web template or any client email template!

[easyhosting]

It seems this will only work if you just have 2 support departments, anymore than 2 and it will not save the details. have a support ticket open with them but now Lee has gone quite

[leemason]

It seems this will only work if you just have 2 support departments, anymore than 2 and it will not save the details. have a support ticket open with them but now Lee has gone quite

 

Hello terry,

 

Sorry we were a bit quite yesterday (to clarify ive been in contact with you since saturday and responded to you on sunday as well with only yesterday been unable to send you a response), I was in a meeting for most of the day, but we are working on the issue for you.

 

Again to clarify for everybody else who may be interested this isnt actually a bug within the software, its the server not being able to accept amount of data being sent over $_GET requests causing a 414 error.

 

This is a mixture of both the amount of support departments you have (making a large data set), and the lightspeed servers low limits which cannot be increased (any apache or nginx users would not have this problem).

 

Even so now the local issue is known we can put in place modifications to ensure this works for you, hopefully before the days out.

 

 

This is the only issue reported for the module since release and is more of an infrastructure issue than a coding issue, but with the issue we can and will make it possible for you to use the module issue free.

[easyhosting]

Thanks Lee

 

Fixed and sorted

[m107]

I used your module for 24 hours and there have been many problems! I asked for refund and after one week still no reply! Do you really need a PayPal chargeback?! Cancel the useless service and refund the payment!!!

 

 

What kind of rubbish support is this?

[shadowtek]

Hi guys,

is this product supported anymore? I purchased 3 days ago, paid via PayPal and yet can’t access download. I have left a support ticket and contacted via Twitter and fb with no response. 

[wsa]

I dont think they module supported no more of couple month now.  I could be wrong 

[brian!]

14 hours ago, shadowtek said:

is this product supported anymore? I purchased 3 days ago, paid via PayPal and yet can’t access download. I have left a support ticket and contacted via Twitter and fb with no response. 

it might be worth trying to get a refund from Paypal.