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whmcsguru 04-04-2017 03:22 PM

Support System: WHMCS , what is it missing (to you)
 
I recently ran across a thread at that other place (hah) where individuals were still choosing Kayako, or other external systems over WHMCS, when it came to support, and I'm just curious. If you're not using WHMCS for support services, but ARE using WHMCS for other things, what is stopping you from using it?

Personally? I'm using it, and am implementing more things into an addon to benefit from it.. Things such as:
  1. Encrypted ticket fields (completed)
  2. Support Notifications via other methods (addon in sig)
  3. Auto watch tickets (completed)
  4. Auto assign on reply (completed)
  5. Ban user from support entirely (bad users happen) - under construction
  6. User reporting of ticket (bad responses from admins happen) - under construction
  7. User escalation of ticket - under construction
  8. User reassign ticket - under construction

I'm curious myself though, what is stopping you from using WHMCS as a support desk directly?

Not trying to promote my own stuff here, by any means, just trying to get feedback. How can the WHMCS support system be made better?

easyhostmedia 04-04-2017 04:08 PM

Yes i use the WHMCS support system as i don't see the point in paying for another support system when you already have 1 built in that does the job.
I also have the iOS app, so i can get tickets while on the move.

kunnusingh 04-09-2017 11:59 PM

Currently WHMCS complete my all requirements, I do not use any external plugin which is not made by WHMCS.

Do not use Kayako, Use inbuilt ticket system.

RH-Calvin 04-10-2017 11:41 PM

I would still prefer using WHMCS for support system and managing my customers. It is more reliable and easy to use compared to other support and billing systems.

whmcsguru 04-10-2017 11:53 PM

Ok, so even if you are using it ;) , what would make it better for you?

NarraSupport 04-16-2017 06:22 PM

- I'd love to see some facebook and twitter integrations to be able to reply to posts/pm's etc directly from whmcs.

- A better process for multiple staff and tickets at the same time (perharps a (staff.username is viewing this ticket) on the support tickets list page not just inside the ticket.

WPCYCLE 04-16-2017 10:58 PM

WHMCS has done the job for years. Customers get through their needs easily.

easyhostmedia 04-17-2017 03:08 AM

Quote:

Originally Posted by NarraSupport (Post 199143)
- I'd love to see some facebook and twitter integrations to be able to reply to posts/pm's etc directly from whmcs.

- A better process for multiple staff and tickets at the same time (perharps a (staff.username is viewing this ticket) on the support tickets list page not just inside the ticket.

then place these requests here https://requests.whmcs.com/

whmcsguru 04-17-2017 04:35 PM

hmm, facebook integration. Might be difficult, but interesting to see

Not so sure I'd want to clutter up the tickets screen, but maybe deny access if an admin is actively typing in the ticket? Hmm, interesting

Posting requests @ WHMCS' site directly doesn't really amount to anything. It's a pretty cop out answer, to be honest.

easyhostmedia 04-17-2017 04:49 PM

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.

ohostme 04-18-2017 04:50 PM

I use WHMCS and Blesta support system and the fill me and my customers need. Main thing i hate to use A help desk is customer need to sign up WHMCs to order then HelpDesk to get support.

NarraSupport 04-20-2017 12:31 AM

Quote:

Originally Posted by easyhostmedia (Post 199199)
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.

Contrary to popular belief not every ticket needs to divulge in privvy information.

And being able to link your social media to your business ticket system would allow you to ensure you *see and potentially respond* to every DM or Post/Comment even if they means asking them to get in touch directly with you.

easyhostmedia 04-20-2017 02:43 AM

Quote:

Originally Posted by NarraSupport (Post 199257)
Contrary to popular belief not every ticket needs to divulge in privvy information.

And being able to link your social media to your business ticket system would allow you to ensure you *see and potentially respond* to every DM or Post/Comment even if they means asking them to get in touch directly with you.

But the fact is that you open a support ticket to ask for support on an issue between you and your host.
This should not be made public knowledge on social media.

Artashes 04-20-2017 05:22 AM

I agree that support issues cannot be discussed in public. However, your customers frankly don't care. In today's day and age, they go on social media and they do ask questions there, if it is easier. An ability to integrate with popular social media channels should be an essential component of sales/support departments. Think Hootsuite-like capabilities within a support platform like WHMCS. It will likely save some companies who use software like Hootsuite time and money.

Inventive 04-29-2017 12:24 PM

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).


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