How can we improve WHMCS?

Many times, customers reach out directly to staff instead of using the ticketing system, and having the ability to forward emails to open tickets 'on behalf' of the customer would greatly streamline support operations. Stripping out the 'FWD' details and accurately capturing the original sender’s information would make the process seamless and efficient

The whole ticket system is still far too basic, buggy and clunky...

If I forward tickets into whmcs, I have to choose a different FROM address when forwarding, since you cannot use your own user, or it's ignored.
I then have to go into the ticket system and assign that ticket to the client.
But even though I have changed the owner of the ticket, my email address is still linked to it somehow, even though it doesn't appear anywhere in the ticket options.
So I then end up getting copies of all replies cc'd to me.

there is not even an ability to open a ticket on behalf of a ticket.
If I create a ticket under a client's account, it shows as coming from me and not them.
plus you STILL do not have any ability to assign a ticket to a specific user or contact.

These are things people have been asking for since I first started using WHMCS 15+ years ago.
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Hello Liam,

How would you go about adding that hook to WHMCS?

Thanks

This can be done via a hook. This hook should work

<?

add_hook("TicketPiping",1,"fwd_ticket_pipe");

if(!function_exists("fwd_ticket_pipe"))
{
function fwd_ticket_pipe($vars)
{
$to = $vars['to'];
$subject = $vars['subject'];

if (strpos($subject, 'Fwd:') !== false) {

$adminonly = false; // For admin only
if($numrows > 0)
{
$adminonly = true;
}

$subject = str_replace("Fwd: ", "", $vars['subject']);

$lines = explode("\n", $vars['body']);
$message = '';

for ($i=0; $i < count($lines); $i++) {
$lines[$i] = str_replace("> ","",$lines[$i]);

//Split out the sender information portion
if (preg_match("/From: (.*)<(.*)>/", $lines[$i], $matches)) {

$name = $matches[1];
$email = $matches[2];

} else {

}
if($i > 8)
{
$message .= $lines[$i].'
';
}
}

if($adminonly)
{
$numrows2 = Illuminate\Database\Capsule\Manager::table("tbladmins")->where("email","=",$vars['email'])->count();
if($numrows2 > 0)
{
logActivity('Forwarded email is sent from an admin email account. It has been imported', 0);
processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments']);
} else {
logActivity('Forwarded email is not sent from an admin email account. It has NOT been imported', 0);
}

} else {
logActivity('Forwarded email is sent from a generic email account. It has been imported', 0);
processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments']);
}


exit();

}

}
}

I get a ton of requests sent directly to me, really need this feature, otherwise I have to open a ticket manually

Struggling with this for years! Its so hard to get a user to open a ticket. They think emailing one of directly is faster when in fact a ticket is much faster.

How does this only have 13 votes? To me this is a critical addon!

yup I've tried this a few times in the past just expecting it to work. We need this.

Good feature to implement!

This is a must.