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Overview

Support Tickets Allocator For WHMCS is a time-saving module created to automate the process of allocating tickets among departments and admin users in your WHMCS. Tickets are automatically assigned to selected staff members with the use of three determinants: keywords, products and ticket priorities. Moreover, each department can have defined office hours during which the allocation is performed.

Thanks to the module, you will be able to delimit the number of tickets assigned to each admin user. It will also let you create the automatic email and HipChat notifications which will be sent in case a ticket remains unanswered for a previously defined period of time. No less important is the possibility to set maximum time during which staff members shall respond to a ticket. If they do not manage to do that, the ticket will be reassigned to another person. All these to reduce the response time to the minimum!

Order Support Tickets Allocator For WHMCS and let everyone discover its beneficial effects: while your staff members will experience the undeniable advantages of automated tickets management, your clients will be delighted by the quick and well-organized support!

Features

  • Automation
    • Assign Tickets Basing On Defined Rules Automatically
    • Move Tickets Between Departments If No Assignee Is Found
    • Define Tickets Movement Between Departments Using Reserve Departments
    • Reassign Ticket If 'No Reply Time' Has Passed
    • Send Email And HipChat No Reply Notifications
    • Assign Tickets In Departments Within Their Office Hours Only
  • Admin Area
    • Create Rules Defining Tickets Assignment
    • Define Department Office Hours And Reserve Department
    • Define Lines Of Support Per Department
    • Assign HipChat Room For Each Department
    • Base Configuration:
      • Allow Assignment To Offline Administrators
      • Trigger Office Hours Usage
      • Allow Tickets Movement Between Departments
      • Define Failover Department For Tickets Movement
      • Allow Tickets Rejection
      • Configure Email Notifications
      • Configure HipChat Notifications
      • Define Reassignment Time
    • View Brief Summary Of Tickets Assignment
    • View Logs
  • Rule
    • Assign Admin Users
    • Define Keywords And Relations Between Them
    • Set Up Maximum Tickets Limit
    • Choose Products Triggering Rule Without Keyword Check
    • Choose Ticket Priorities Required For Checking Rule
  • General Info
    • HipChat Integration - Notify Admins About Awaiting Tickets Via HipChat
    • Multi-Language Support
    • Supports PHP 5.4 Up To PHP 7
    • Supports WHMCS V6 and V7
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Changelog

v1.2.4 Released Jun 13th, 2017
New Feature
  • WHMCS V7.2 support
v1.2.3 Released Nov 29th, 2016
Bug Fix
  • Resolved issue preventing automatic ticket assignment
v1.2.2 Released Oct 31st, 2016
New Feature
  • PHP 7 support
v1.2.1 Released Oct 13th, 2016
New Feature
  • WHMCS V7 support
Bug Fix
  • Correctly redirect to addons page
v1.2.0 Released Dec 17th, 2015
Changed
  • Sort administrators to assign, separately for each line, according to the number of assigned tickets
  • Assignment process divided into steps, where every next step contains less detailed rules
Bug Fix
  • Minor fixes and UI improvements
v1.1.0 Released Sep 16th, 2015
New Feature
  • WHMCS V6 support
  • Define lines of support per department
  • Define HipChat room for each department
  • Define if tickets should be assigned to offline administrators
  • Define HipChat notifications sending rules
  • Define HipChat notifications background color
Changed
  • Rule keywords are no longer required
v1.0.1 Released May 28th, 2015
Bug Fix
  • Admin ticket limit counting
v1.0.0 Released Apr 20th, 2015
Launch
  • Initial Release
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