Ticket Management Process

This document outlines the process for monitoring and managing the opening and closing of tickets within a specified timeframe, as well as the subsequent notifications that will be sent to clients. It also includes information on how this system is integrated with WHMCS.

Overview

The ticket management system is designed to efficiently handle incoming tickets based on specific configurations and settings. The primary objectives include:

• Monitoring Ticket Volume: Keep track of the number of tickets opened within a designated time frame.
• Rapid Ticket Opening: Ensure that tickets are opened quickly in response to client requests.
• Conditional Ticket Closure: Implement a system to close only those new tickets that exceed a predefined limit within the set timeframe.
• Email Notifications: Send email notifications to relevant parties upon ticket closure.

WHMCS Integration

1. Understanding WHMCS

WHMCS (Web Host Manager Complete Solution) is a comprehensive billing and support system for web hosting companies. It provides a robust framework for managing client accounts, billing, support tickets, and more. The key features of WHMCS include:

• Client Management: Centralized management of client accounts and services.
• Billing Automation: Automated invoicing and payment processing.
• Support Ticket System: Integrated ticketing system for client support.

2. Database Integration

The ticket management system is integrated with WHMCS using its database. Here are the key aspects of this integration:

• Database Access: The system interacts with the WHMCS database to fetch, create, and manage tickets.
• Use of Hooks: WHMCS hooks are utilized to trigger specific actions within the ticket management process. Hooks allow for customization of WHMCS functionality without modifying the core files.

3. Capsule for Database Connection

To establish a secure and efficient connection with the WHMCS database, we employ the following:

• Database Capsule: The capsule serves as an intermediary for database operations, ensuring that all queries are executed safely and efficiently.
• Secure Connection: The capsule utilizes prepared statements and parameterized queries to prevent SQL injection attacks and ensure the integrity of the data.

Detailed Process

1. Monitoring Tickets

• Configuration Settings: The system is configured to monitor ticket activity based on predefined thresholds.
• Timeframe for Monitoring: Specify the period during which the tickets will be counted (e.g., daily, weekly).

2. Ticket Opening

• Quick Ticket Creation: When a ticket is generated, it should be created swiftly to ensure a prompt response to clients.
• Client Interaction: Ensure that the process of ticket creation is seamless for clients to improve their experience.

3. Conditional Ticket Closure

• Threshold for Closure: New tickets will only be closed if the number of tickets opened exceeds a predefined limit within the specified timeframe.
• Automatic Closure: Only those tickets that surpass the limit will be automatically closed to maintain an organized ticketing system.
• Criteria for Closure: Define the criteria under which tickets will be considered for closure based on ticket volume exceeding the set threshold.

4. Email Notifications (Coming Back Soon)

• Notification Process: Upon closure of a ticket, an email will be sent to the appropriate stakeholders to inform them of the ticket's resolution.
• Email Content: The email should include details such as:
  • Ticket ID
  • Resolution provided

Important Notes

• Testing: This process has been tested only on client systems. Further testing may be required to ensure reliability and effectiveness in different environments.
• Feedback Loop: Encourage feedback from users to continually improve the ticket management process.

Conclusion

The outlined process aims to streamline ticket management, improve client communication, and ensure efficient handling of issues. By adhering to these guidelines and leveraging WHMCS effectively, we can enhance the overall service quality and responsiveness while maintaining data security.