Support Tickets Allocator For WHMCS
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<meta name="description" content="ModulesGarden Wiki Contains All The Information You Need About The Support Tickets Allocator For WHMCS Module."></meta> | <meta name="description" content="ModulesGarden Wiki Contains All The Information You Need About The Support Tickets Allocator For WHMCS Module."></meta> | ||
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=About [https://www.modulesgarden.com/products/whmcs/support-tickets-allocator Support Tickets Allocator For WHMCS]= | =About [https://www.modulesgarden.com/products/whmcs/support-tickets-allocator Support Tickets Allocator For WHMCS]= | ||
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{| | {| | ||
− | |style="padding: 0px 0px 0px 30px;"|✔ Send Email And | + | |style="padding: 0px 0px 0px 30px;"|✔ Send Email And Slack No Reply Notifications |
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{| | {| | ||
− | |style="padding: 0px 0px 0px 30px;"|✔ Assign | + | |style="padding: 0px 0px 0px 30px;"|✔ Assign Slack Room For Each Department |
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{| | {| | ||
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{| | {| | ||
− | |style="padding: 0px 0px 0px 45px;"|✔ Define | + | |style="padding: 0px 0px 0px 45px;"|✔ Define Backup Department For Tickets Movement |
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{| | {| | ||
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{| | {| | ||
− | |style="padding: 0px 0px 0px 45px;"|✔ Configure | + | |style="padding: 0px 0px 0px 45px;"|✔ Configure Slack Notifications |
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{| | {| | ||
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*'''General Info:''' | *'''General Info:''' | ||
{| | {| | ||
− | |style="padding: 10px 0px 0px 30px;"|✔ | + | |style="padding: 10px 0px 0px 30px;"|✔ Slack Integration - Notify Admins About Awaiting Tickets Via Slack |
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{| | {| | ||
− | |style="padding: 0px 0px 0px 30px;"|✔ Supports PHP 5.6 Up To PHP 7. | + | |style="padding: 0px 0px 0px 30px;"|✔ Supports PHP 5.6 Up To PHP 7.3 |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 0px 30px;"|✔ Supports WHMCS V7 | + | |style="padding: 0px 0px 0px 30px;"|✔ Supports WHMCS V7.4 And Later |
|} | |} | ||
{| | {| | ||
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{| | {| | ||
|style="padding: 0px 0px 10px 15px;"|'''2. In the downloaded file you will find two packages that support different PHP versions.'''<br/>As presented on the screen below, the first one is dedicated to PHP 5.6 up to PHP 7.0, while the second one is aimed at PHP 7.1 up to PHP 7.2.<br/>It does not apply to open source versions.<br/> | |style="padding: 0px 0px 10px 15px;"|'''2. In the downloaded file you will find two packages that support different PHP versions.'''<br/>As presented on the screen below, the first one is dedicated to PHP 5.6 up to PHP 7.0, while the second one is aimed at PHP 7.1 up to PHP 7.2.<br/>It does not apply to open source versions.<br/> | ||
− | '' '''Note''': You can check the current PHP version in your WHMCS. To do so, proceed to ''' 'Utilities' | + | '' '''Note''': You can check the current PHP version in your WHMCS. To do so, proceed to ''' 'Utilities' → 'System' → 'PHP Info'.''' |
|} | |} | ||
{| | {| | ||
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|style="padding: 10px 0px 30px 15px;"|'''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.'''<br /> | |style="padding: 10px 0px 30px 15px;"|'''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.'''<br /> | ||
Additionally, you can adjust the allocation rules according to your personal and business needs. | Additionally, you can adjust the allocation rules according to your personal and business needs. | ||
+ | |} | ||
+ | ==Slack API Tokens== | ||
+ | {| | ||
+ | |style="padding: 10px 0px 10px 15px;"|Before you move to the essential configuration of the module, you need to generate some data directly in Slack to allow successfull connection. Follow the steps below. | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 15px 15px;"|'''1. Log in to: ''https://api.slack.com/apps.'' Once you are logged in, press '' 'Create an App'.'' ''' | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:TA_10_1.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 15px;"|'''3. Fill in the application name and choose your workspace, then press '' 'Create App' '' button.''' | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:TA_10_2.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 15px;"|'''4. In the next step choose tool: '' 'Bots ' '' which you will need to configure in a moment. ''' | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:TA_10_3.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 15px;"|'''5. Confirm your selection by pressing '' 'Add a Bot User' '' . ''' | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:TA_10_4.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 15px 15px;"|'''6. Then, fill out the rest of the information and press '' 'Add Bot User'. '' ''' | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:TA_10_5.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 15px 15px;"|'''7. When ready, move to '' 'oAuto & Permissions' '' tab and press '' 'Install.'' ''' <br /> | ||
+ | Two types of keys will appear immediatelly: <br/> | ||
+ | '' 'User' '' token, the first one on the screen below, and '' 'Bot' '' token '''''(recommemnded to use).''''' <br/> | ||
+ | Copy it and keep safe as it will be necessary during the module configuration. | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 30px 25px;"|[[File:TA_10_6.png]] | ||
|} | |} | ||
==Configuration== | ==Configuration== | ||
{| | {| | ||
− | |style="padding: 10px 0px | + | |style="padding: 10px 0px 30px 15px;"|We can move now to the proper configuration of the module itself. In '' 'Configurations' '' page you can set all rules according to which tickets will be allocated to certain departments and then admin users. |
|} | |} | ||
===Cron Jobs=== | ===Cron Jobs=== | ||
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*'''Online Admins''' - decide if tickets shall be assigned to both online and offline administrators or to online administrators only. | *'''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. | ||
− | *''' | + | *'''Backup Departments''' - decide if backup departments shall be allowed. If you enable this option, you will be able to define backup departments which will be second in line to be chosen to allocate the ticket to.<br/> Provided the first department does not currently correspond with the requirements. |
− | + | *'''Default Backup Department''' - state here a department that will be automatically chosen to allocate the ticket to if no other backup department meets the conditions. | |
− | *'''Default | + | |
*'''Ticket Rejection''' - decide if admin users shall have the right to refuse to accept the ticked directed to them. | *'''Ticket Rejection''' - decide if admin users shall have the right to refuse to accept the ticked directed to them. | ||
*'''Admin API User''' - enter here an admin user who will not be visible as a logged in user and will not be included in the allocation process. | *'''Admin API User''' - enter here an admin user who will not be visible as a logged in user and will not be included in the allocation process. | ||
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*'''No Reply Notification Time''' - notification will be sent to an admin user if assigned ticket remains unanswered for the specified here period of time | *'''No Reply Notification Time''' - notification will be sent to an admin user if assigned ticket remains unanswered for the specified here period of time | ||
*'''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 | + | *'''No Reply Slack Notification''' - reminder will be sent to an admin user through Slack if assigned ticket remains unanswered |
− | *'''No Reply | + | *'''No Reply Slack Private Notification''' - private reminder will be sent to an admin user through Slack if assigned ticket remains unanswered |
− | *'''New Ticket | + | *'''New Ticket Slack Notification''' - notification about new ticket will be sent to an admin user through Slack |
− | *'''New Ticket | + | *'''New Ticket Slack Private Notification''' - private notification about new ticket will be sent to an admin user through Slack |
− | *''' | + | *'''Slack API Token''' - if you enabled Slack Notification, enter Slack API variable here to connect; test connection then |
− | *''' | + | *'''Slack Notify''' - defines if notifications will be send via Slack |
− | *''' | + | *'''Slack Message Color''' - allows you to define notifications background color<br/> |
+ | |||
+ | '''''Important:''' The administrator must use the same email address in Slack as in WHMCS system. Otherwise, users will not be matched and notification will not be sent.'' | ||
|} | |} | ||
{| | {| | ||
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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.<br /> | :the ticket will be redirected to this reserve department - provided option '' 'Reserve Departments' '' has been enabled.<br /> | ||
− | 3. Assign | + | 3. Assign Slack channel to department<br /> |
4. Define lines of support - You can define manner in which tickets will be assigned to administrators.<br /> | 4. Define lines of support - You can define manner in which tickets will be assigned to administrators.<br /> | ||
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{| | {| | ||
|style="padding: 0px 0px 30px 25px;"|[[File:TA_18.png]] | |style="padding: 0px 0px 30px 25px;"|[[File:TA_18.png]] | ||
+ | |} | ||
+ | ===Staff Offlinee=== | ||
+ | {| | ||
+ | |style="padding: 10px 0px 15px 15px;"|Table including a list of all admin users, except the user enumerated as Admin API User and the currently logged in ones. | ||
+ | *Admin Username | ||
+ | *number of tickets assigned to the user | ||
+ | *declared maximum number of possible tickets | ||
+ | *number of tickets that still can be assigned to the admin user | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 30px 25px;"|[[File:TA_18_1.png]] | ||
|} | |} | ||
Revision as of 14:26, 13 March 2019
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 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 5.6 Up To PHP 7.3 |
✔ Supports WHMCS V7.4 And Later |
✔ Easy Module Upgrade To Open Source Version |
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 our client area and download the module. |
2. In the downloaded file you will find two packages that support different PHP versions. As presented on the screen below, the first one is dedicated to PHP 5.6 up to PHP 7.0, while the second one is aimed at PHP 7.1 up to PHP 7.2. It does not apply to open source versions. Note: You can check the current PHP version in your WHMCS. To do so, proceed to 'Utilities' → 'System' → 'PHP Info'. |
3. Extract the downloaded file and choose the one with the right PHP version. Upload and extract the PHP file into the main WHMCS directory. The content of PHP version files 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. |
Slack API Tokens
Before you move to the essential configuration of the module, you need to generate some data directly in Slack to allow successfull connection. Follow the steps below. |
1. Log in to: https://api.slack.com/apps. Once you are logged in, press 'Create an App'. |
3. Fill in the application name and choose your workspace, then press 'Create App' button. |
4. In the next step choose tool: 'Bots ' which you will need to configure in a moment. |
5. Confirm your selection by pressing 'Add a Bot User' . |
6. Then, fill out the rest of the information and press 'Add Bot User'. |
7. When ready, move to 'oAuto & Permissions' tab and press 'Install. Two types of keys will appear immediatelly: |
Configuration
We can move now to the proper configuration of the module itself. 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:
|
Notifications
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 will not be sent. |
Tickets
Manage 'Tickets' set-up here:
|
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:
|
Configure department's settings: 1. Define working hours of the department - provided option 'Office Hours' has been enabled.
3. Assign Slack channel to 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 checked.
|
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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Staff Offlinee
Table including a list of all admin users, except the user enumerated as Admin API User and the currently logged in ones.
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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.
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Update Instructions
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! |
Common Problems
1. When you have problems with connection, check whether your SELinux or firewall does not block ports. |