Support Tickets Allocator For WHMCS
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|style="padding: 0px 0px 0px 30px;"|✔ Define Department Office Hours And Reserve Department | |style="padding: 0px 0px 0px 30px;"|✔ Define Department Office Hours And Reserve Department | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 30px;"|✔ Define Lines Of Support Per Department | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 30px;"|✔ Assign HipChat Room For Each Department | ||
|} | |} | ||
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|style="padding: 0px 0px 0px 30px;"|✔ Base Configuration: | |style="padding: 0px 0px 0px 30px;"|✔ Base Configuration: | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 45px;"|✔ Allow Assignment To Offline Administrators | ||
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|style="padding: 0px 0px 0px 45px;"|✔ Configure Notifications | |style="padding: 0px 0px 0px 45px;"|✔ Configure Notifications | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 45px;"|✔ Configure HipChat Notifications | ||
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− | |style="padding: 0px 0px 30px 30px;"|✔ Supports WHMCS V5 | + | |style="padding: 0px 0px 30px 30px;"|✔ Supports WHMCS V5 and V6 |
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|style="padding: 10px 0px 15px 15px;"|In '' 'Settings' '' part you can state which rules shall be enabled and taken into consideration while allocating tickets: | |style="padding: 10px 0px 15px 15px;"|In '' 'Settings' '' part you can state which rules shall be enabled and taken into consideration while allocating tickets: | ||
+ | *'''Online Admins''' - decide if tickets shall be assigned to both online and offline administrators or to online administrators only. | ||
*'''Office Hours''' - decide if tickets shall be allocated into departments with respect to the hours departments work. You will declare the hours later on. | *'''Office Hours''' - decide if tickets shall be allocated into departments with respect to the hours departments work. You will declare the hours later on. | ||
*'''Reserve Departments''' - decide if reserve departments shall be allowed. If you enable this option, you will be able to define reserve departments which will be second in line<br /> | *'''Reserve Departments''' - decide if reserve departments shall be allowed. If you enable this option, you will be able to define reserve departments which will be second in line<br /> | ||
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*'''No Reply Email Notification''' - email reminder will be sent to an admin user if assigned ticket remains unanswered | *'''No Reply Email Notification''' - email reminder will be sent to an admin user if assigned ticket remains unanswered | ||
*'''No Reply HipChat Notification''' - reminder will be sent to an admin user through HipChat if assigned ticket remains unanswered | *'''No Reply HipChat Notification''' - reminder will be sent to an admin user through HipChat if assigned ticket remains unanswered | ||
+ | *'''No Reply HipChat Private Notification''' - private reminder will be sent to an admin user through HipChat if assigned ticket remains unanswered | ||
+ | *'''New Ticket HipChat Notification''' - notification about new ticket will be sent to an admin user through HipChat | ||
+ | *'''New Ticket HipChat Private Notification''' - private notification about new ticket will be sent to an admin user through HipChat | ||
*'''HipChat API Token''' - if you enabled HipChat Notification, enter HipChat API variable here to connect; test connection then | *'''HipChat API Token''' - if you enabled HipChat Notification, enter HipChat API variable here to connect; test connection then | ||
+ | *'''HipChat Notify''' - defines if notifications will be send via HipChat | ||
+ | *'''HipChat Message Color''' - allows you to define notifications background color | ||
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1. Define working hours of the department - provided option '' 'Office Hours' '' has been enabled.<br /> | 1. Define working hours of the department - provided option '' 'Office Hours' '' has been enabled.<br /> | ||
2. Choose '' 'Reserve Department' '' - in case the number of allocated tickets has been exceeded or the department is currently beyond its office hours,<br /> | 2. Choose '' 'Reserve Department' '' - in case the number of allocated tickets has been exceeded or the department is currently beyond its office hours,<br /> | ||
− | :the ticket will be redirected to this reserve department - provided option '' 'Reserve Departments' '' has been enabled. | + | :the ticket will be redirected to this reserve department - provided option '' 'Reserve Departments' '' has been enabled.<br /> |
+ | 3. Assign HipChat room to department<br /> | ||
+ | 4. Define lines of support - You can define manner in which tickets will be assigned to administrators.<br /> | ||
+ | :Module tries to assign ticket to admins from 1st line of support, then 2nd and at the end to 3rd line. | ||
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*'''Maximum Tickets''' - define the upper limit of tickets that can be assigned to a user within this rule | *'''Maximum Tickets''' - define the upper limit of tickets that can be assigned to a user within this rule | ||
*'''Add Keywords''' - define words which if appear in a ticket will be a key factor in assignment process | *'''Add Keywords''' - define words which if appear in a ticket will be a key factor in assignment process | ||
− | *:Keyword adding rules: | + | *:This field is '''not obligatory'''. |
+ | *:Keyword adding rules : | ||
**use comma separator to add more than one word | **use comma separator to add more than one word | ||
**AND - all added words must appear in a ticket | **AND - all added words must appear in a ticket | ||
**OR - at least one of the added words must appear in a ticket | **OR - at least one of the added words must appear in a ticket | ||
*'''Products''' - enumerate products here, tickets concerning only these products will be assigned to this group of admin users <br /> | *'''Products''' - enumerate products here, tickets concerning only these products will be assigned to this group of admin users <br /> | ||
− | *:This field is not obligatory, if you leave it blank, tickets concerning any products will be assigned to this administrator group. | + | *:This field is '''not obligatory''', if you leave it blank, tickets concerning any products will be assigned to this administrator group. |
*'''Ticket Priorities''' - only tickets with declared here priorities can be assigned according to this group of admin users <br /> | *'''Ticket Priorities''' - only tickets with declared here priorities can be assigned according to this group of admin users <br /> | ||
− | *:This field is not obligatory, if you leave it blank, tickets of any priority will be assigned to admin users from this group. | + | *:This field is '''not obligatory''', if you leave it blank, tickets of any priority will be assigned to admin users from this group. |
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|style="padding: 10px 0px 15px 15px;"|Module may seem complicated, below you can find two graphs illustrating how the module actually works.<br /> | |style="padding: 10px 0px 15px 15px;"|Module may seem complicated, below you can find two graphs illustrating how the module actually works.<br /> | ||
− | ''Note 1: Following graphs do not show usage of failover department. It is used when all other reserve departments are checked.''<br /> | + | ''Note 1: Following '''graphs do not show usage of failover department'''. It is used when all other reserve departments are checked.''<br /> |
''Note 2: Module tries to assign ticket to admin from failover department, if previous assignment try fails.''<br /> | ''Note 2: Module tries to assign ticket to admin from failover department, if previous assignment try fails.''<br /> | ||
− | ''Ticket is left unassigned until next cron run if this also fails.'' | + | ''Ticket is left unassigned until next cron run if this also fails.''<br /> |
+ | ''Note 3: Module sort admins from department by lines of support and then by number of assigned tickets.'' | ||
|} | |} | ||
{| | {| |
Revision as of 10:58, 16 September 2015
Contents |
About 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 HipChat 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 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 Notifications |
✔ Configure HipChat 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:
✔ HipChat Integration - Notify Admins About Awaiting Tickets Via HipChat |
✔ Multi-Language Support |
✔ Supports WHMCS V5 and V6 |
Installation
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 your client area and download Support Tickets Allocator For WHMCS. |
2. Upload and extract the module into the main WHMCS directory. Files in your WHMCS directory should look like these. |
3. When you install Tickets Allocator 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' . |
4. 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 your client area → 'My Products' . |
5. 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. |
6. 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' . |
7. 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. |
Configuration
In 'Configurations' page you can set all rules according to which Tickets will be allocated to certain departments and then admin users. |
Cron Jobs
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. |
Settings
In 'Settings' part you can state which rules shall be enabled and taken into consideration while allocating tickets:
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Notifications
Set 'Notifications' standards:
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Tickets
Manage 'Tickets' set-up here:
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Departments
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:
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Configure department's settings: 1. Define working hours of the department - provided option 'Office Hours' has been enabled.
3. Assign HipChat room to department
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Rules
In '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.
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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. |
Dashboard
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 skim through them quickly now to make sure everything is comprehensible. |
Summary
Table including current tickets assignment statistics
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Automation
'Automation' table includes information concerning Cron Jobs
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Staff Online
Table including a list of currently logged in admin users, except the user enumerated as Admin API User, with basic data on them
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Tickets Rejection
Module allows admin to reject any ticket if 'Ticket Rejection' is enabled.
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Any rejection can be canceled by the admin from the same place. |
Logs
'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. |
Documentation
If you press '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. |
Logic
Module may seem complicated, below you can find two graphs illustrating how the module actually works. Note 1: Following graphs do not show usage of failover department. It is used when all other reserve departments are checked. |
Tips
Common Problems
1. When you have problems with connection, check whether your SELinux or firewall does not block ports. |