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11-20-2014, 07:17 AM #1~~~~
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WHMCS - Automatically add client name in ticket reply
I know I know it's a simple/basic thing to do, but it's a nice touch to reply to your customers using their name and not just a simple "Hey" or "Hello"... and most of the companies support staff don't really bother manually typing in the client's name or even copy/paste it.
So here's the tweak, it requires 1 minute to implement and 1 file to edit:
Open this file with any text editor:
"/admin/templates/v4/viewticket.tpl"
(if you want to implement it on all admin themes then open viewticket.tpl from all the other themes and make the same changes explained below)
Find:
Code:{if $signature}
Code:Hello {$clientname}, {if $signature}
Code:{assign var=cfirstname value=" "|explode:$clientname}Hello {$cfirstname[0]}, {if $signature}
Save the file, and you're done.
I'm aware of the fact that it's a pretty basic tweak, but I thought I'd throw it out there, perhaps it may come in handy for some people.
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11-20-2014, 07:36 AM #2
Yep, we've been doing this for quite some time.
At the end of the day, anything that you [as a provider] can do to optimize and make your support process more efficient is worth it. Your customers are happy because they're getting faster support, and you're happy because you're not having to type as much - keeping your fingers happy(er).
We've also had a new module made for tickets. There's an 'Investigating' button which adds a pre-defined reply of our choice informing the customer that the ticket is being worked on and sets the ticket to 'In Progress' - all with one click.
Albeit these things only shave a few seconds off, but a second here and a second there all helps~]# Ethernet Servers Ltd - Est. 2014! - sales @ ethernetservers.com
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11-20-2014, 07:54 AM #3Web Hosting Master
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Pretty nice tweak. Applying right now.
Appreciated Andrei.☆☆ RoyalNode Web Hosting☆☆ In Business Since 2018 (3 Years)
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11-20-2014, 07:55 AM #4Web Hosting Master
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☆☆ RoyalNode Web Hosting☆☆ In Business Since 2018 (3 Years)
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11-20-2014, 07:57 AM #5~]# Ethernet Servers Ltd - Est. 2014! - sales @ ethernetservers.com
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11-20-2014, 08:00 AM #6Web Hosting Master
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11-20-2014, 10:45 AM #7~~~~
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Here's my take on the 1 button 'investigating' reply, only it takes actually 2 buttons
Create a predefined reply, for my example the ID of this predefined reply is 1
Open this file with any text editor:
"/admin/templates/v4/viewticket.tpl"
Find:
Code:<a href="#" onclick="$('#ticketstatus').val('Closed');$('#ticketstatus').trigger('change');return false">{$_ADMINLANG.global.close}</a>
Code:<a href="#" onclick="selectpredefreply('1');$('[name=postaction]').val('setstatus6');return false" style="color:#B02527">Investigating</a>
This tweak will add a second button located between ticket status drop-down and the 'Close' button, as shown here:
http://prntscr.com/58a1tw
1st Click "Investigating" button: When that button is pressed it'll load your predefined reply into the ticket message box, it will change the option "Set to In Progress & Remain in Ticket View" in the drop down menu of actions to happen once you submit the reply.
2nd Click "Add Response" button: to submit your ticket reply.
Quite simple and easy to implement... I'm certainly sure the 1 click process can be done via Internal API or Hooks, but that would be harder to code and implement, I'll settle for 1 extra click for now... It surely is easier than the multitude of clicks to search for your predefined reply in the currently existing system of predefined replies.
Side Note: this method conflicts with the automatically adding client name in ticket reply that I describe in my first post, because the predefined reply is added on top of your already existing text from the message box, so you'll end up with the predefined reply being above the 'Hello Name,' part of the ticket.Uptime Monitor - Minimize your downtime by being the first to know about it!
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11-20-2014, 10:57 AM #8Web Hosting Master
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That's seems interesting.
Thanks Andrei.☆☆ RoyalNode Web Hosting☆☆ In Business Since 2018 (3 Years)
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03-29-2016, 01:54 PM #9Web Hosting Master
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Hi,
do you modify it to work on six template ?
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03-29-2016, 11:00 PM #10~~~~
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04-07-2016, 11:02 PM #11Web Hosting Master
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Hi,
do you try to also add contact(sub account)'s name ?
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