WHMCS Feature Requests - Support Ticket Timers

sol2010 commented 8th August

I would like to add my voice to this.

To ensure something gets implemented, why not keep it really simple and offer us the ability to "snooze" a ticket, just like you can in Gmail. That's all I really need, send it away and bring it back at a specific date etc...

Websavers commented 15th June 21

Exactly what @ramf is requesting has been implemented by BusyRack's module. Perhaps WHMCS should/could make an offer to buy it from them rather than waste time on re-implementing exactly what they've already done.

ramf commented 15th April 21

Hi WHMCS Dev Team :-)

The original request was to implement Ticket Timers on specific time/days just like Ubersmith - right?

As you can see in this documentation(https://docs.ubersmith.com/display/UbersmithDocumentation/Using+Ticket+Timers) - With Ubersmith ticket timers, you can change the status, priority, department and owner as well as schedule an automated follow up or notification to happen at a pre-defined date and time - And this is what mentioned in my comments above.

So in what way my comment "differs from the original request"?

Also from the 41 comments above (some of them are mine) - there is no one that says something different. I have several comments + some agree with me + referring to a module by busyrack that do exactly the things I mentioned in my comment above.

So in what way my comment "differs from discussions so far"?

Please reconsider your reply and your request for me to open a new request since my comment is exactly what the original request was + the discussions so far regarding its features as demonstrated in busyrack ticket timer module.

Official Response

WHMCS commented 14th April 21

Hi Ramf,
So your request is to be able to schedule a range of actions to be performed at a future date/time on a ticket. This differs from the original request here and most of the discussions so far and so that might perhaps be better as a separate request.
Thanks!

Russ Michaels commented 5th July 21

ramf's reply is 100% related to this request, you obviously have not read it properly.

ramf commented 13th April 21

Hi,
In general we need to be able to set a ticket to do the following at a specific time and date:

1. Change Status to any other status we set (not just Awaiting Reply).
2. Change Priority
3. Change Department
4. Flag Ticket To another admin (or back to me)
5. Add an internal note to the ticket
6. Send a response to the customer
7. Remove on update - if we set this option on and the customer replied the ticket before the timer was set - the timer will be automatically removed.
8. Recurring Timer - After this Timer is fired, automatically add it again. Repeat the same Timer every X minutes.

Any such timer should be added per ticket
There should be a way to add more than one timer tp a ticket at the same time.

havenswift-hosting commented 13th April 21

>>We believe the primary request here is to add the ability to schedule a ticket to re-appear in the "Awaiting Reply" ticket list at a future date/time. Is this correct?
Yes, I would say this is the primary requirement - any ticket that isnt closed should be moved back into the "Awaiting reply" list when the ticket expires
>>What should happen if the ticket is already in the Awaiting Reply status at the time of the scheduled follow-up?
Nothing needs to happen in this case
>>How should an admin know that the ticket needs attention? Do there need to be email notifications about the scheduled event? Who should those go to?
If the ticket is put back into the "Awaiting reply" queue then that should be enough, however, optionally, you could have an email sent to the assigned admin users telling them that this has happened in a similar way to new or replies to tickets

Official Response

WHMCS commented 13th April 21

There are a few different requests within this one feature request. We believe the primary request here is to add the ability to schedule a ticket to re-appear in the "Awaiting Reply" ticket list at a future date/time. Is this correct? Some related questions: What should happen if the ticket is already in the Awaiting Reply status at the time of the scheduled follow-up? How should an admin know that the ticket needs attention? Do there need to be email notifications about the scheduled event? Who should those go to?

Thanks!

Russ Michaels commented 5th July 21

just go and look at the busyrack module, this is what is required.

darren commented 21st November 18

We sort of have this with the offical project management addon. What id like to see is better integration with support tickets the PM addon. Like the ability to create and manage PM tasks directly from a support ticket and track times per task.

Websavers commented 16th September 18

I was hesitant to do so, but I purchased BusyRack's module and it works flawlessly. It accomplishes exactly what I needed: The ability to set a timer and have a ticket pop back up into my work queue exactly when I need it to. I suggested a couple improvemetns and they had a new release out within 60 days that added them. That's better than WHMCS's turnaround time on features and improvements.
Software developers should *only* devote their time to functionality that doesn't already exist. If it can be done in a module (and this has been, and flawlessly) then it should not be done in core until *all* other non-module capable features have been implemented (this is not likely to happen).

Alexis Garcia commented 10th September 18

yes we need that ASAP

Mark Grindey commented 9th January 18

Would be a great idea.

Bitstorm commented 13th October 17

This would be very helpful for us as well. Often we provide a customer with a quote and they want to wait a week or two. We would like to schedule a reminder for us to follow up. We currently do this manually via the to-do list but it's a convoluted work-around.

havenswift-hosting commented 7th September 17

Improvements to the built in ticket system are always welcome and this would be great if it could be added at some stage

GigaPros commented 27th July 15

+1 for this feature

DigitalServer commented 25th April 15

Is very important to offer an excellent support service and to do activities, we already use a ticket timer addon.