Guide: Handle a ticket from phone to resolution
What a client sends, what staff see, and how offline replies behave.
About 10 minutes.
- Turn on tickets Clients get a list of their tickets and can open new ones against any department you have configured in WHMCS.
- A client opens a ticket It arrives in WHMCS as an ordinary ticket through the supported API, so your existing routing, autoresponders and escalation rules all still apply.
- Staff reply from the same app Signing in with a staff account switches the app to the queue view across departments. There is one app, not two.
- A reply written offline It is stored on the device and sent when the signal returns. The person sees it marked as queued, so nothing looks silently lost in a server room or on a train.
- The client is told A staff reply fires a notification if the client has them turned on, which is what closes the loop without an email.