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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 when 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 Slack notifications to be sent in case a ticket remains unanswered for a previously defined period of time. No less important is the possibility to set the maximum time during which staff members shall handle a ticket. If they do not respond when expected, the ticket will be reassigned to another support agent. All this to bring down the response time to the absolute minimum!

Order Support Tickets Allocator For WHMCS and let everyone tap its beneficial effects: while your staff members 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 Slack 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 Slack Channel For Each Department
    • Base Configuration:
      • Allow Assignment To Offline Administrators
      • Trigger Office Hours Usage
      • Allow Tickets Movement Between Departments
      • Define Backup Department For Tickets Movement
      • Allow Tickets Rejection
      • Configure Email Notifications
      • Configure Slack 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
    • Slack Integration - Notify Admins About Awaiting Tickets Via Slack
    • Multi-Language Support
    • Supports PHP 5.6 Up To PHP 7.3
    • Supports WHMCS V7.5 And later
    • Easy Module Upgrade To Open Source Version
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Changelog

v1.3.1 Released: May 21st, 2019
Removed
  • Support for WHMCS V7.4 and previous
Bug Fix
  • Corrected rare issue that might have caused various SQL errors while activating the addon module - case #68
v1.3.0 Released: Mar 13th, 2019
New Feature
  • WHMCS V7.7 and PHP 7.3 support
  • Integration with Slack - notify administrators about awaiting tickets via Slack
Improvement
  • Added "Staff Offline" preview in the dashboard view
  • Slight language adjustments
Removed
  • Support for obsolete HipChat - replaced with Slack
  • Support for WHMCS V7.3 and previous
Bug Fix
  • Minor code refactoring and corrections
v1.2.5 Released: Apr 16th, 2018
New Feature
  • WHMCS V7.5 support
  • PHP 7.1 and 7.2 support
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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Reviews

  • 8 months ago
    This helps us intelligently and efficiently distribute tickets among our staff. For example, tickets only show to those who are online at the time, and then if they do not claim a ticket, the system will automatically re-assign after x amount of days, etc. Really smart.
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