Opening hours, auto replies, staff hours, fast track ticket upgrades, average response times and much more.
The support extended module provides many features the whmcs support lacks "out of the box" giving you greater support control for your website and customers.
Not every business provides support round the clock, and not every customer understands this. This module gives you control on when your departments are "open" by allowing you to set down to the minute opening hours for each department.
When your departments closed it displays a neat sidebar widget with titles and text you control to explain the department is closed and when it will be open. It doesnt lock the department out as no-one could open or reply to tickets, but it does let your customers know when to expect a reply.
Equally not every member of staff is on duty all of the time. By default WHMCS sends notifications to all admins when tickets are updated. With this module we let you control when staff are working and disable any ticket update notifications outside of these hours on a per staff member basis. Say goodbye to multiple unread ticket notifications emails while you sleep!
Auto Ticket Replies
We have made it possible above to set when departments are closed and open, displaying a nice sidebar widget detailing when the department is open again. But what about email replies? These customers wont know your closed as they havent visited the site?
This can be handled by auto replying when out of hours messages to tickets from the admin chosen. these will get added as a normal admin response, so you can let your customers when to expect a reply.
Every advanced ticket system has average response times, so why should your site be any different? Take advantage of the modules global and per department average response times, giving you the ability to tailor the result based on latest number of tickets to check against.
Opt Out Feedback Emails
the feedback email system in WHMCS is great to get some valuable feedback from your customers, however it can be a little intrusive. Solution: Give your clients the ability to opt out of these feedback emails using a checkbox on there proflle page!
Fast Track Tickets
WHMCS is a billing and automation platform yet provides little in the way of monetizing your support area. Yes you can generate invoices for work done during a ticket, but no way to prioritise tickets by fast tracking them.
With this module you give your customer the option to "Fast Track" there ticket. You set the price, sidebar and link text (detailing the sla's, response times, etc associated with purchasing the fast track upgrade). Your customer decides if there current request is in need of the highest priority. This is great for business effecting problems your customers need addressing asap.
Customers can choose upon opening a ticket, or at any point during the tickets life to upgrade to fast track service. When they do an invoice is generated in their currency (based on the base currency price you set in the settings). Once this invoice is paid there ticket gets marked as a "Fast Track" ticket via a pre created ticket status. Your administrators get a notification of the fast track via a dedicated admin email template, and an escalation rule is put in place to provide even more feedback to ensure you can provide the extended fast track experience.
Knowing response times, opening hours and if a department is closed or open can be useful in multiple places, not just your tickets sidebar. So the module provides response time, opening hours, and closed/open variables which can be used anyway in your web template or any client email template!Tweet
Frequently Asked Questions
Standard Version -
Lifetime License for 1 WHMCS site + 12 months support and updates.Order Now
Developer Version -
Lifetime License for UNLIMITED WHMCS sites + 12 months support and updates.Order Now
Purchase of this module includes a lifetime license plus 1 years support and updates. After this time further support and access to the downloads will require renewal via the support and updates addon associated with the module. A renewal order will automatically be generated for your purchase after 12 months. This is an optional renewal and will not effect your license, only support and updates.
The lifetime license supplied with this module provide you the ability to use the module on 1 site only for life. The only exception to this is were a purchaser uses the supplied license and/or source code to distribute unauthorized access to the product. This will result in ALL licenses held with us being terminated WITHOUT a refund and your account being closed for current and future purchases.
* The standard license is authorized for use on 1 install.
** The developer version can be used on unlimited installs***.
*** Any alterations to source code may result in support and/or bug fixes being supplied on charged basis if they are as a result of the changes made.
- Download and unzip the
nhp_license_managermodule from your license information email (if you havent already installed it from a previous purchase).
- Download and unzip the module download from our site.
- Upload both the
nhp_license_managerand the module into your sites
- Make a note of your license key.
- Visit your admin area and navigate to Setup / Addon Modules.
- Click Activate on the module.
- Click Configure to display the module options.
- Enter your license key, and check the appropriate access rights for your staff (some modules have further settings in this area which are all explained in detail).
- Hit save and its ready to use.