Support Tickets Allocator For WHMCS
|Support Tickets Allocator For WHMCS is designed to automate the process of allocating tickets among departments and admin users. |
The allocation is performed on the basis of three determinants (keywords, products and ticket priorities) within the office hours, which can be configured for each department.
- Automation Features:
|✔ 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 Features:
|✔ Create Rules Defining Tickets Assignment|
|✔ Define Department Office Hours And Reserve Department|
|✔ Define Lines Of Support Per Department|
|✔ Assign Slack Room 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 Notifications|
|✔ Configure Slack Notifications|
|✔ Define Reassignment Time|
|✔ View Brief Summary Of Tickets Assignment|
|✔ View Logs|
- Rule Features:
|✔ 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 7.1 Up To PHP 7.4|
|✔ Supports WHMCS V7.8 And Later|
|✔ Easy Module Upgrade To Open Source Version|
|This tutorial will show you how to successfully install and configure Support Tickets Allocator For WHMCS. |
We will guide you step by step through the whole installation and configuration process.
|1. Log in to our client area and download the module.|
|2. In the downloaded file you might find one or two packages that support different PHP versions.|
In the most recent versions of the module, you will find only one package that supports PHP 7.1 and later.
|Previous updates of the module may contain two packages dedicated to various PHP versions.|
The first one that supports PHP 5.6 up to PHP 7.0, and the second one addressed to PHP 7.1 up to PHP 7.3.
|Note: You can check the current PHP version in your WHMCS. To do so, proceed to 'Utilities' → 'System' → 'PHP Info'.|
|3. Extract the package and upload its content into the main WHMCS directory.|
The content of the package to upload should look like this.
|4. When you install Tickets Allocator For WHMCS for the first time you have to rename 'license_RENAME.php' file.|
File is located in 'modules/addons/SupportTicketsAllocator/license_RENAME.php' . Rename it from 'license_RENAME.php' to 'license.php' .
|5. In order to configure your license key, you have to edit the previously renamed 'license.php' file.|
Enter your license key between quotation marks as presented on the following screen. You can find your license key in our client area → 'My Products' .
|6. Now you have to activate the module in your WHMCS system.|
Log in to your WHMCS admin area. Go to 'Setup' → 'Addon Modules' . Afterwards, find 'Support Tickets Allocator' and press 'Activate' button.
|7. In the next step you need to permit access to this module.|
To do so click on 'Configure' button, tick 'Access Control' near desired admin role groups and press 'Save Changes' .
|8. You have just successfully installed Support Tickets Allocator For WHMCS!|
You can access you module under 'Addons' → 'Support Tickets Allocator' .
Configuration and Management
|Support Tickets Allocator For WHMCS will coordinate and systematize the work of your support team through the most efficient and dynamic allocation of tickets to adequate people.|
Additionally, you can adjust the allocation rules according to your personal and business needs.
|We can move now to the proper configuration of the module itself. In the 'Configurations' page you can set all rules according to which tickets will be allocated to certain departments and then admin users.|
|First of all, you need to set up a Cron Job. We suggest that it should be run every 5 minutes to keep track of all tickets as they arise.|
Every cron job run will detect all unassigned tickets and attempt to allocate them to the most adequate admin users in accordance to the rules set.
|Let's have a look now at the rules you may issue.|
|In the 'Settings' part you can state which rules should be enabled and taken into consideration while allocating tickets:
|Set 'Notifications' standards:
Important: The administrator must use the same email address in Slack as in WHMCS system. Otherwise, users will not be matched and notification about private messages will not be sent.
|Manage 'Tickets' set-up here:
|In 'Departments' tab you can view and edit all the support departments that exist in your WHMCS system.|
On the following screen you can see a list of departments with:
|Configure department's settings:|
1. Define working hours of the department - provided option 'Office Hours' has been enabled.
3. Assign Slack channel to a department.
|Module tries to assign ticket to admins from 1st line of support, then 2nd and at the end to 3rd line.|
However, each line of support tickets assignment is divided into 4 steps. Which means that every administrator must undergo a check before the next step is reviewed.
|In the 'Rules' section, you are allowed to add new management rules, edit the already existing ones and delete them if no longer needed.|
In order to add new rule specifications follow these steps:
1.Press Add Rule button.
|If you have already added some rules, you will see their list with name, assigned admin users and maximum number of allowed tickets.|
Edit or delete rule specifications at any time if you wish.
|In the main view of Support Ticket Allocator For WHMCS you will find the most crucial information gathered into three simple, clear and convenient boards.|
We will skip through them quickly now to make sure everything is comprehensible.
|The 'Summary' table includes current tickets assignment statistics:
|The 'Automation' table includes information concerning Cron Jobs:
|This table has a list of currently logged in admin users, except for the user enumerated as Admin API User, with basic data on them:
|Table including a list of all admin users, except the user enumerated as Admin API User and the currently logged in ones:
|This module allows admins to reject any ticket if 'Ticket Rejection' is enabled.|
|Any rejection can be canceled by the admin from the same place.|
|The 'Logs' section provides all information concerning any actions that took place in the system.|
You will find there entries with an ID number of the ticket, date of the action and a short description of the action, such as:
Logs are updated with every Cron run and on every action taken, for example when a new ticket has been submitted.
|If you press the 'Documentation' tab, you will be straightforwardly redirected to the site you are currently reading.|
Read the articles to find all you need to know to use Support Tickets Allocator For WHMCS in full.
Slack API Tokens
|In case you wish to integrate the module with Slack tool, you will need to generate some data directly in Slack. Follow the steps below to generate the tokens.|
|1. Log in to: https://api.slack.com/apps. Once you are logged in, press 'Create an App'.|
|2. Fill in the application name and choose your workspace, then press 'Create App' button.|
|3. In the next step choose tool: 'Bots' which you will need to configure in a moment.|
|4. Now, you will be redirected to the 'App Home' section. Click on the 'Review Scopes To Add' button.|
|5. In the 'Scopes' section, you need to add appropriate scopes for both 'Bot Token' as well as 'User Token' . |
The required scopes are:
|6. Once added, proceed to 'OAuth Tokens & Redirect URLs' section and press ' Install To Workspace' .|
|7. Now, you will be asked to grant access to your workspace. Click 'Allow' .|
|8. Two types of keys will appear immediately: |
'User' token, the first one on the screen below, and 'Bot' token (recommended to use).
Important: In case when, for some reason, you decide to use API token of "Legacy" type, you must be aware that private notifications to users will NOT be sent.
|9. If you would like to modify a 'Bot Name' , you can come back to the 'App Home' section and click on the 'Edit' button as presented below.|
|If you have enabled Slack notifications in the moduel configuration, you will be informed about tickes in the appropriate Slack channel.|
That is how an exemplary notification may look like:
|The module may seem complicated, below you can find two graphs illustrating how the module actually works.|
Note 1: Following graphs do not show the usage of the failover department. It is used when all other reserve departments are checked.
|Essential guidance through the process of updating the module is offered here.|
Keep in mind there is a quick and easy option in our client area that will let you upgrade the license of your module to an open source version at any time - and at a lower price!
|1. In case of connection problems, please check whether your SELinux or firewall does not block ports.|