Once departments and email import are configured, the daily work happens in the ticket list. WHMCS has many features that save support staff time – if you know where they are. This guide is a practical tour for anyone answering tickets.
Before you start
- A staff account assigned to the relevant departments. See support departments.
- Predefined replies for common answers (or permission to create them).
The ticket list
Go to Support → Support Tickets. By default you see tickets awaiting reply in your departments. Use the filters for status, department, priority, client or flag, and save your favourite view. Ticket colours show priority and whether a staff member last replied.
Open a ticket
The ticket page shows the conversation and, on the side, the client's details, their active services and domains, and recent tickets. Select the related service so colleagues can see which product the ticket concerns, and use the service links to open WHM or cPanel quickly when troubleshooting.
Reply efficiently
- Insert Predefined Reply – choose a saved answer and adjust it.
- Insert Knowledgebase Link – point clients to a detailed guide.
- Attachments – add screenshots or logs.
- Status after reply – usually Answered; choose Customer-Reply-waiting statuses or Closed as appropriate.
Write in clear steps and confirm what you changed. A good closing line: what the client should check, and what to do if it still does not work.
Internal notes and flags
- Add Note – visible only to staff; record what you tested or which server you checked.
- Flag the ticket to a colleague (for example a server specialist) so it appears in their list.
- Use @mentions in notes (newer versions) to notify colleagues.
Organise tickets
- Change department when a ticket landed in the wrong queue.
- Merge duplicate tickets from the same client into one conversation.
- Split a ticket when a client raises a new topic, so each issue has its own history.
- Watchers – add yourself to follow a ticket you are not handling.
- Priority – raise it for outages; escalation rules can act on it.
Measure and improve
- Enable ticket feedback in support settings so clients can rate responses when a ticket closes.
- Review Reports → Support Ticket Replies and feedback scores regularly.
- Turn frequent questions into knowledgebase articles and predefined replies; see knowledgebase.
Troubleshooting
- You do not see some tickets: you are not assigned to that department.
- Client did not receive your reply: check the Email Message Log and SMTP settings; see SMTP setup.
- Replies create new tickets: the client changed the subject or ticket ID; merge them.