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Ability to tag a support ticket for knowledgebase review.

  • Richard Marroquin shared this idea 4 years ago
  • Support
  • 4 Comments


11 Votes
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Hello,

I have been loving the WHMCS product and enjoy the features it has regarding its knowledgebase. For my use case, I like to review past tickets to find consistent behavior and possibly create a knowledgebase article to help future tickets. I have been doing so manually keeping note of the tickets remotely. However, what would be nice is to see a feature that allows me to leave a note or a tag only visible to staff, on a ticket that is closed that I can filter by to help with this process.

Thank you for your time and great product overall,

Richard M.

5 Comments

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AZ Boyama commented 1 day ago
This idea makes a lot of sense — having the ability to tag a support ticket for knowledgebase review could really help teams identify gaps in documentation and turn common issues into helpful articles. It would streamline the feedback loop between support and content creation, ultimately improving self-service resources for users. And for anyone who likes to take a creative break in between support tasks, <a href="https://azboyama.com/">AZBoyama.com</a>" has free printable coloring pages that are great for some relaxing artistic downtime.
AZ Boyama commented 1 day ago
This idea makes a lot of sense — having the ability to tag a support ticket for knowledgebase review could really help teams identify gaps in documentation and turn common issues into helpful articles. It would streamline the feedback loop between support and content creation, ultimately improving self-service resources for users. And for anyone who likes to take a creative break in between support tasks, https://azboyama.com/ has free printable coloring pages that are great for some relaxing artistic downtime.
soundboardw commented 1 month ago
Great idea! Adding staff-only tags or notes to closed tickets would streamline internal reviews just like organizing clips on a soundboard for easy access. Speaking of organization, trending sound buttons and meme soundboard collections are popping off lately! You can explore and download the latest hits at https://soundboardw.com/ for sound board free fun.
Richard Marroquin commented 16th February 21
Hello John,

Thank you for the response! The tag cloud for tickets seems to be exactly what I needed! Thank you again for pointing me in the right direction.

Highest regards,

Richard M.
Official Response
WHMCS commented 14th February 21
Hi Richard,
Thanks for this suggestion.

Support tickets currently have a searchable tags feature described here: https://docs.whmcs.com/Support_Tickets#Ticket_Tags.2FTag_Cloud
It sounds like this might meet your needs?