Using whmcs for helpdesk and priorities idea?

[Jbro]

I am going to use whmcs for helpdesk too but I have a problem with only 3 priorities.  Can I add more priorities?

Also any idea on what words I should choose ?    I am thinking of using   instead of Low :  Normal , High , Critical

 

Please give me some idea  I used kayako before but time to combine into whmcs

[WHMCS ChrisD]

@Jbro thanks for your post! At this time, its not possible to add more priorities only ticket department & statues i'm afraid

[Jbro]

Ok thanks is it possible to change the default priority for tickets? Right now the default priority is Medium   I want to change to Low

[brian!]

33 minutes ago, Jbro said:

Ok thanks is it possible to change the default priority for tickets? Right now the default priority is Medium   I want to change to Low

you can use an action hook to change the default value to Low...

<?php

/**
* Set Default Ticket Priority When Opening Support Ticket
* @author brian!
*/
 
function default_ticket_priority_hook($vars)
{
	return array("urgency" => "Low");
}
add_hook("ClientAreaPageSubmitTicket", 1, "default_ticket_priority_hook"); 

 

[Jbro]

Thanks a lot for you help  

[Jbro]

OK it works but now I have another problem , If some body simply sends email to open ticket the priority is not low

is there any way to incude tickets opened by email?

[brian!]

3 hours ago, Jbro said:

is there any way to include tickets opened by email?

i'm not sure... TicketPiping would be the obvious hook, but I don't think you can change priorities with it.... if you don't get any other answers, it might be worth checking with Support on this for clarification and updating the thread with their response.