BTG Tickets Manager

BTG Tickets Manager transforms WHMCS support into a professional, auditable support system. Track SLA breaches in real time, route escalations automatically, clean up long ticket threads, and relay certain ticket types directly to your upstream vendors - all without your clients knowing anything changed.

Features

• SLA breach detection and countdown - per-ticket SLA timer based on department, business hours aware. Breach triggers a staff task to the assigned admin automatically
• SLA configuration per department - set different thresholds per department (e.g. 4hr IT Helpdesk, 48hr general). Editable by Super Admin in settings
• Escalation chain - when a ticket goes unactioned past a second threshold, escalation tasks fire to the ops manager and team lead automatically
• Forced reply content minimum - replies must be at least 20 characters. Zoom AI summary URL is suggested for call-type tickets
• After-hours consent gate - urgent out-of-hours tickets show clients the after-hours rate before escalating. Full consent audit captured with timestamp and IP
• Four-priority client picker - clients self-select Low, Medium, High, or Urgent from their portal. Urgent triggers the consent gate
• Vendor escalation relay - auto-forward domain, hosting, or email tickets to upstream vendors (Synergy, cPanel, M365). SLA pauses while with vendor. Reply pipes back into the WHMCS ticket
• Quick Raise Job - convert any ticket into a WorkForce job with one click. Keeps the ticket linked to the job
• Accordion thread cleanup - older replies collapse automatically. Long ticket threads become readable
• Signature detection and hiding - 7-rule engine strips Outlook dividers, Gmail salutations, quoted history, and URL-heavy footers from replies
• Duplicate ticket finder and merge - find tickets with similar subjects and merge them, keeping the full thread history
• Thread index sidebar - jump to any reply in a long ticket without scrolling
• View original email source - see the raw HTML of any inbound email that WHMCS would otherwise strip
• Overdue reply → staff task - when a ticket passes the SLA threshold, a staff task is written to the assigned admin. Auto-resolves when they reply
• Department auto-relay rules - configure which departments auto-forward to which vendor, with straight-through or approve-first modes
• Branded client auto-acknowledgement - when a ticket is relayed to a vendor, the client receives a branded acknowledgement from your address
• Business hours SLA calculation - weekends and public holidays excluded from SLA timers when configured
• Team lead escalation - escalation tasks route to the team lead of the assigned admin via the BTG staff hierarchy
• Per-ticket escalation audit - every consent, escalation, and vendor relay logged with full snapshot of what was shown and agreed
• Works standalone or with BTG Suite Controls - degrades gracefully when SC is absent. Full SLA and escalation features available without SC

Pricing

BTG Tickets Manager is $69/yr, billed annually, with all updates and email support included. Launch offer: 25% off with code BTGSUITE26 (first 200 licences). Or get every module, plus every future release free, with the BTG Suite at $299/yr.

About the BTG Suite

Part of the BTG Suite for WHMCS, the complete CRM for digital agencies and MSPs. The BTG Suite is not a collection of standalone utilities. It is a complete CRM and operations platform built into WHMCS over 10 years inside a real website development and digital marketing agency, refined to fill well-known WHMCS gaps and wire your entire business together in one place. It integrates natively with Microsoft 365, Google Workspace, Zoom, and other enterprise tools your team already uses.

The Complete BTG Suite

Module What it does BTG HTML Emails HTML emails and rich text signatures in WHMCS tickets, the most-requested WHMCS feature, finally solved BTG Tickets Manager SLA tracking, reply tools, escalation management, duplicate merge, and vendor relay BTG Project Manager Full project and task management with client portal, campaign hours, onboarding gates, and cancellation workflow BTG SalesHub CRM, lead pipeline, quote management, client budget allocator, and quote portal BTG Client Profiles Unified client activity across every channel, Zoom calls, emails, tickets, touchpoints in one feed BTG WorkForce Contractor dispatch, SOP management, job tracking, and RCTI generation BTG Finance Payables, dual approval gates, billing milestones, and payroll register BTG Admin UX Manager Admin dashboard widgets, sticky rail, command bar, and manager views BTG Admin Nav Manager Role-based navigation menus, hide Orders, Billing, and Reports from staff who do not need them BTG Domain Health SSL, domain, DNS, and asset monitoring with automated alerts BTG AI AI-powered quote briefs, ticket reply assistance, and grammar checking (coming soon) BTG Suite Controls Free foundation layer, diagnostics, capability management, priority feed, and help system

Every module works standalone. Install one or install all, they wire together automatically when both are active. BTG Suite subscribers get every future module free, automatically. Buying every module individually costs well over $600 at standard prices; the BTG Suite at $299/yr includes them all, plus every future release, free.

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