Configuring your First Support Department
WHMCS includes a fully-featured support system.
First, you will need to configure the support ticket system, which allows you to handle all communication with your clients. It includes, for example, threaded discussions, private notes, ticket flagging, varying priority levels, and automatic inactive ticket closing.
The ticket system operates on a series of support departments. You can control which staff members can access each department, allowing the system to route requests from customers to the appropriate teams.
To create your first support department, navigate to Configuration > System Settings > Support Departments (Setup > Support > Support Departments in WHMCS 7.10 and earlier).
Click Add New Department.
On the next screen, fill out the form with your desired information, including the Department Name, Description, Email Address, and Assigned Admin Users.
Clients see the Department Name and Description on the Ticket Submission page when multiple departments are present. This helps the client select the most appropriate department when submitting tickets.
The system uses the Email Address as the email sender address for notifications to staff and clients relating to tickets in this department.
For information about the additional options, see our Support Departments documentation.
Make sure to select the Assigned Admin Users for your department. To view and respond to tickets, the department must have an assigned Admin.
Finally, click Add New Department.
Repeat this process for each department that you require.
In the next guide we'll learn how to automatically import emails into the support ticket system.