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Hosting Discussion > Operating a Web Hosting Business > Billing and Accounting > Support System: WHMCS , what is it missing (to you)
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  Post #16 (permalink)   04-30-2017, 10:25 AM
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Originally Posted by Inventive View Post
For me I would like to see an audio notifications option when a new ticket or a reply is made - even better would be an option for a different audio tone for each (a reply/new ticket).

Yeah that would be good for day to day reducing response times.
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  Post #17 (permalink)   05-02-2017, 06:10 AM
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Originally Posted by easyhostmedia View Post
why post a support ticket reply to facebook or twitter as the support ticket is between you and the client and not to be published across social media.
Things have moved on. People are contacting you on Twitter and FaceBook.

Put it this way, you have 50 support staff. You'd have to give each one access to the Hootsuite or direct social channels. Instead, you can just integrate Facebook + Twitter and any mentions will pipe in as tickets.

If someone posts on your Wall, the agent can easily reply from the single help desk asking for a ticket ID etc to make this a private chat.

If someone sends a private message, then the chat remains private and between a single application for the agent (the help desk).

Win-win IMO.
 
 
 


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  Post #18 (permalink)   05-02-2017, 07:21 AM
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Quote:
Originally Posted by Alex HubRocket View Post

Put it this way, you have 50 support staff. You'd have to give each one access to the Hootsuite or direct social channels. Instead, you can just integrate Facebook + Twitter and any mentions will pipe in as tickets.
so what did hosts do before social media.

your SUPPORT ticket system is for support requests as the name suggests, if a client contacts you on social media then how would you link that to their hosting account.
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  Post #19 (permalink)   05-02-2017, 05:24 PM
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Quote:
Originally Posted by easyhostmedia View Post
so what did hosts do before social media.
That was then. Now is now.

Quote:
Originally Posted by easyhostmedia View Post
your SUPPORT ticket system is for support requests as the name suggests, if a client contacts you on social media then how would you link that to their hosting account.
Sometimes you don't need to link accounts together. Sometimes people just tweet about you or make a post on Facebook. Still, having the ability to address any issue, even if it comes down to advising them to submit a ticket so you can look into it, is better than nothing.

Any advance help will still likely require a support ticket, unless some form of validation process takes place. If WHMCS gets serious by getting social, they can build in support for clients' social accounts, so that you know who the client is if they contact from connected accounts.
 
 
 


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  Post #20 (permalink)   05-03-2017, 05:21 PM
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Big item missing from WHMCS, and been on the request list since 2007 (and probably longer)

Ability for Sub-Accounts to be linked to multiple billing accounts.

Case in point;
I'm an SEO guy. I have to make edits on multiple users websites. Sometimes there's an issue and I need to contact the host.

Well if I already have an account at the host, I can't add my email address again for another SUB account on a CLIENT's billing account.

The only option left (and the one currently used) is that we must log in as the client into their hosting company's billing/support system.

Would be so much better if we can use our own login to enter tickets on behalf of clients rather than having to log in as a client etc.
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