📋 Tickets Management

Tickets Management

In this guide, we will focus on ticket management within WHMCS and explain how to handle tickets professionally: from creating a ticket, responding to it, splitting or merging tickets, to even transferring them between departments. The goal is for every staff member to be familiar with all available tools to enhance the customer experience and speed up issue resolution.

🔹 1. Ticket Status Types

Description:
Every ticket in WHMCS has a status that indicates its current state.

Common Statuses:

  • Open – The ticket is open and requires a response or follow-up.

  • In progress – This ticket status indicates that the client’s ticket is being reviewed, and work is being done on the matter.

  • Answered – The support staff has replied; awaiting client response.

  • Customer Reply – The client has replied; follow-up is needed.

  • On Hold – The ticket is temporarily paused (awaiting an external action).

  • Closed – The ticket has been resolved and closed.

Notes:

  • Statuses can be modified or custom statuses can be created from the settings.

🔹 2. Creating a New Ticket Manually

Description:
Sometimes, a support staff member needs to create a ticket on behalf of a client (e.g., if the client contacted via phone or direct email).

Steps:

  1. From the WHMCS, go to:
    Client Profile → Summary → Other Actions → Open New Support Ticket

  2. Choose the appropriate department.

  3. Select the priority level.

  4. Enter the subject and message content.

  5. Click Submit.

Notes:

  • When creating a ticket on behalf of a client, ensure the client has confirmed the request either by phone or via a message from the registered phone number or email.

  • Make sure to select the correct department to route the ticket to the appropriate team.

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🔹3. Responding to Tickets

Steps:

  1. Open the ticket.

  2. At the bottom of the page, use the Reply box.

  3. Write your response, keeping it clear and professional.

  4. You can use Predefined Replies to speed up your responses.

  5. Choose the response department and choose the Status ANSWERED

  6. Click Send Reply.

Notes:

  • Avoid using overly technical language when communicating with clients.

  • Use an Internal Note instead of a reply for notes meant for internal staff only.

Screenshots:


🔹 4. Assigning a Ticket to a Staff Member or Department

Steps:

  1. Open the ticket from the admin panel.

  2. From the sidebar, use Assigned To to select the staff member.

  3. To change the department, use Department → Move Ticket.

Notes:

  • Clearly assigning tickets helps track performance and responsibility.

 

Screenshots:

 

🔹 5. Adding Attachments to a Ticket

Steps:

  1. While replying, use the Attachments option.

  2. Select the file from your device.

  3. Send the reply.

Notes:

  • It is recommended to compress large files before sending.

Screenshots:

 

 

🔹 6. Moving a Ticket to Another Department

Steps:

  1. Open the ticket.

  2. From the sidebar menu, select Option →choose the required Department → change status to open →save changes.

  3. Choose the new department.

  4. Save the changes.

Notes:

  • This can be used if the client submitted the ticket to the wrong department.

  • If you are moving the ticket to the accounting or development department, you should but the status in progress

Screenshots: 

 

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