Working WHMCS tickets

Statuses

WHMCS and the panel use different status names. The panel keeps them in step in both directions:

• Open in WHMCS is Open here. Customer-Reply is User updated. Answered is With user. In Progress is In progress. On Hold is On hold. Closed is Closed. A custom status you added in WHMCS shows as Open.
• Going the other way, Escalation has no WHMCS equivalent and is set there as In Progress. The ticket stays escalated in the panel.
• A change made in WHMCS only replaces the panel's status if WHMCS changed since the last check, so a status you have just set is not undone by an older one.

Replying

Reply as on any ticket. The text goes to WHMCS as a reply from the admin you chose, with your signature under it, and WHMCS emails it to the customer. You can set the status with the reply, as usual.

• Files cannot be attached to a reply on a WHMCS ticket yet, and files in WHMCS tickets are not brought into the panel. Send the text on its own.
• Your signature (the one you keep in Server settings) is added under every reply, with its name and role filled in. An agent with no signature gets a line with their name instead, because WHMCS shows one admin for everything the panel sends.
• Formatting. You write in Discord's formatting and it is converted for WHMCS. Bold, italics, strikethrough, code, quotes, headings and links carry over as Markdown, and the lines of a signature stay on their own lines. What WHMCS does not understand is cleaned up: underline loses its underline (in Markdown the same marks would mean bold), spoilers are shown as plain text, mentions and channel links are removed, custom emoji become their name (:smile:), and the small subtext style becomes ordinary text. In the panel your reply keeps the formatting you wrote.
• If your WHMCS shows Markdown badly (the symbols appear as they are), open Settings, Server settings, Integrations and set How replies are formatted in WHMCS to Plain text: all formatting is removed from replies and signatures, and links are written out as text followed by the address.
• An Internal note stays in the panel, whoever is mentioned, and is never sent to WHMCS or to the customer.

Closing and reopening

Close in the panel sets the ticket to Closed in WHMCS as well, and archives it here. No transcript is sent and no rating is asked for (those are Discord messages). If the customer replies in WHMCS and the ticket is reopened there, it comes back into the panel at the next check with its history. A closed WHMCS ticket cannot be reopened from the panel; reopen it in WHMCS.