WHMCS overview

What it does

If you run a hosting business, your customers may open support tickets in WHMCS while your community opens them in Discord. Connecting your WHMCS puts both in one place: the Triage, All tickets and My tickets lists, the panel queues and the search all show WHMCS tickets beside Discord ones. Agents answer from the same ticket page, and the answer goes back to WHMCS and is emailed to the customer by WHMCS as usual.

• New tickets and customers' replies in WHMCS arrive in the panel within about a minute.
• Replies, status changes and closing in the panel are sent back to WHMCS. Closing a ticket in WHMCS closes it in the panel too.
• Internal notes never leave the panel. Nothing in the connection can send a note to WHMCS.
• If WHMCS or the connection is down for a while, nothing is lost: replies written meanwhile are delivered in order when it is back, and tickets and replies written in WHMCS are picked up at the next check.

How you can tell them apart

Ticket numbers carry the source: DC-0042 is a Discord ticket and WH-0042 a WHMCS one. Numbers are one run for the whole server, so there is never a DC-0042 and a WH-0042. WHMCS tickets also show a WHMCS badge beside the customer's name.

A WHMCS customer is not a Discord member, so there is no Discord channel for the ticket. Anything that needs one is hidden or refused: inviting members, starting a call, chasing, scheduling a reply, splitting, reporting the customer and sending a help article. Everything else (assigning, statuses, snoozing, internal notes, the checklist, linking and following) works as it does for any ticket.