How to Manage Support Tickets Using the WHMCS Ticket System

WHMCS is a robust one-stop shop that includes a Ticket System. This feature enables your clients to submit tickets to the departments you can create, to manage their various Support request submissions. Customizing the user’s experience is simple and WHMCS makes it simple. In this guide, you can learn how to manage support tickets using the WHMCS ticket system.

How to View a Support Ticket

1. Log into your WHMCS admin area.

2. Hover over the Support tab and then click on Support Tickets.

3. You can hover over the ticket number and subject in the Subject column to preview the content of the ticket submission, or simply click on it to open the ticket.

4. Once the ticket is open, scroll down to the bottom of the page and you will see the customer’s initial submission.

Now that you are familiar with how to open and view a ticket submission, continue through the next section to learn how to respond to a Support Ticket using WHMCS.

How to Respond to a Support Ticket

1. Open a ticket (as described above).

2. The subject (including ticket number) is displayed with the current status of the Support Ticket selected in the drop-down menu beside it. From this drop-down menu, select Answered.

   NOTE: Select which option best describes the circumstances of your reply. WHMCS uses this status to generate your Support Ticket statistics. You should only select the “Closed” status after the client confirms a satisfactory resolution or explicitly authorizes to close the ticket.

3. Enter your reply in the text box under the Add Reply tab.

   NOTICE: You can click on the Preview button to display your message as it will appear to your client.

4. Once you are satisfied with your response, simply click the Reply button.

Your client will receive your response and be able to reply to it through the client area.

How to Close a Support Ticket

1. Log into your WHMCS admin area.

2. Hover over the Support tab and then click on Support Tickets.

3. Click the checkbox next to the Support Ticket(s) you would like to close.

   NOTICE: You can click on multiple checkboxes to mass close Support Tickets.

4. Click on the Close button.

5. Click on OK in the pop-up notification to confirm you wish to close the selected ticket(s).

Upon successfully closing the selected Support Ticket(s), you will see a message similar to the following:

“The selected tickets have been closed successfully.”

Congratulations! Now you know how to view, respond, and close Support Tickets in WHMCS, which will allow you to manage the Support Ticket submissions you receive from your clients.