Support Ticket Questions

[ephost]

Could someone confirm that the built-in ticketing system does not do two-way email processing (replies from the customer by email)?

 

The ticketing system looks like an awesome way to consolidate contacts from my control panel and ticketing system. The ability to bill through the tickets and create invoices automatically is great. Should be a huge timesaver but the two-way email processing is a must for us.

 

A few other questions:

 

1) Can you sort the ticket posts view from newest to oldest instead of the other way around? When you have a ticket with many replies this would be crutical (along with pagination).

 

2) Can ticket replies be made to reopen (Awaiting Reply) when replied to?

 

3) Are there any parser rules? It seems like this might be an issue when someone CC's you, sends you a huge thread of emails.

 

4) Can the ticket reply email design be customized?

 

 

Thanks,

 

Joe

http://www.ephost.com

[dkent]

If a Client opens a Support Ticket and you respond to their ticket, they will be able to re-open the ticket by simply logging into their Client Area or reply to the email you sent them.

 

1. Yes, ticket sorting is possible.

 

Select General Settings from the Configuration tab in the Admin area and you'll find the option for ticket sorting.

 

2. Yes, you can set them to be automatically closed or set to "Answered" after every response made to the Client.

 

3. I personally have not had a problem with this, but there are ways to combat this problem if this happens.

 

4. All email templates are editable, so yes.

 

Feel free to familiarize yourself with WHMCS by taking a look at the available Demo. You'll also be able to test the Support Ticketing system.

Edited September 18, 2009 by dkent