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Support Ticket Timers



164 Votes
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We should have the ability to implement timers, just like Ubersmith.. should we need to follow up with a client (sales lead) and or support maintenance windows etc we should be able to set timers on tickets for specific time/days.

46 Comments

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ramf commented 23rd March 13
so you can use it with a specific ticket status, so every ticket with this status only will get the reply that you want.
disenioweb commented 23rd March 13
i know that about escalation rules, and this why we need X ticket reply follow up in x minutes, hours, days...NOT all tickets under department.....

thanks

Gabriel
ramf commented 22nd March 13
disenioweb wrote:great idea, but i want to add this the action REPLY TICKET, to insert a reply that will send out in x minutes x hours x days
You can set it up under "escalation rules" - but is will affect every tickets in that department.
disenioweb commented 21st March 13
great idea, but i want to add this the action REPLY TICKET, to insert a reply that will send out in x minutes x hours x days
ramf commented 20th March 13
+1 for this as part of whmcs system
Dustin C commented 20th March 13
You guys are viewing/commenting, lets get those votes in!!! :)
Live-Monitor commented 20th March 13
+1 for this as part of whmcs system
starnetwork commented 19th March 13
Dustin C wrote:I found https://www.busyrack.com/whmcs-ticket-timer/

Enjoy! (not yet tested on our end)
Hi Dustin,
I belive that this should be part of the basic on whmcs
Dustin C commented 17th March 13
I found https://www.busyrack.com/whmcs-ticket-timer/

Enjoy! (not yet tested on our end)
ramf commented 16th March 13
Hi again,
I can see that this request is still under "Requires Feedback what other feedback or information do you need?
Dustin C commented 23rd February 13
ramf wrote:Hi,
I think you are right - we do need a timer that will remind us to check back into a ticket - to see if the solution we gave the customer is working or to check back on a price offer we gave him and so on.
When an operator talk with a customer and the customer asked to be called back in several days we need an option to add a reminder to the ticket (due date and time) to callback the customer.
It Should be mentioned inside the ticket so other operator will not try to handle the same ticket even before the due date.
We need an option to add a reminder to the ticket to callback the customer, this date should be known to everyone that see the ticket and only at the due date and time to be available again to handle.
Correct, this is highly important for sales/support.
ramf commented 22nd February 13
Hi,
I think you are right - we do need a timer that will remind us to check back into a ticket - to see if the solution we gave the customer is working or to check back on a price offer we gave him and so on.
When an operator talk with a customer and the customer asked to be called back in several days we need an option to add a reminder to the ticket (due date and time) to callback the customer.
It Should be mentioned inside the ticket so other operator will not try to handle the same ticket even before the due date.
We need an option to add a reminder to the ticket to callback the customer, this date should be known to everyone that see the ticket and only at the due date and time to be available again to handle.
Dustin C commented 22nd February 13
Chris,
That is correct, here are some of the features that Ubersmith provides (ticket timers)
Official Response
WHMCS commented 22nd February 13
Hello,

Not everyone knows how Ubersmith does something - please be detailed in your request to ensure the community can understand.

I assume, because I'm not familiar with Ubersmith, that you wish to set a timer so you check back into a ticket - is that correct?