Will these trouble ticket steps work with WHMCS?

[newtech]

1. When a customer submits a trouble ticket I want it to always go to me (I am the admin). I would then decide to handle it myself or assign it to my tech.

 

2. If I assign it to my tech, I want to receive the same e-mail notification as the customer when he does work on the ticket. (Thus I can see the support he is giving.)

 

3. I want the customer's responses to be sent as e-mail to both my tech and myself.

(So I want to see all correspondence between tech and customer)

 

4. I want tech to be able to assign the ticket to me as admin if he is having problems.

(I do not want the customer to see that he has transferred the ticket to me, other than it will be obvious if I respond to the ticket.)

 

5. I want to be able to write private notes to my tech within the ticket, and him do the same to me.

 

6. Once I am confident that a tech is handling tickets properly, I would no longer want to be receiving e-mail notifications.

[chickendippers]

Not everything you want is possible out of the box. To achieve all points you would need to contact WHMCS to obtain a quote for custom development. With vanilla WHMCS you can:

 

1. You would need to ensure all members of staff besides yourself do not receive support ticket notification emails (Configuration > Administrators). You can then assign tickets to staff.

 

2. Add your email address to the "Copy To" field in Email Templates > Support Ticket Reply.

 

3. I'm not sure if you would receive support ticket emails assigned to another tech.

 

4. Yes, the ticket assignment system allows this

 

5. Yes, using the notes tab.

 

6. It is not possible to opt out of emails from only certain tickets.