A useful feature would be the ability to take down call details in the form of a support ticket, which staff and clients can then view as if it were a support ticket.
So if a client calls we can make a note of it through WHMCS. This can also then be displayed in the same location as the tickets awaiting reply, enabling us to deal with it as an ongoing issue as if it were a submitted ticket.
The only current way to do something similar to this at the moment through WHMCS is by opening a ticket with the client, but they then get an email about it as if we'd opened a ticket. It would be great if the call tracking worked without sending them emails - so for instance a follow up call would also be added.
The process needs some more thought and discussion - what do people think? Essentially this sort of tracking is necessary for us so that a) we can properly prioritise ongoing issues and work, b) in case we ever need to refer back to something, and c) so that it doesn't overlap with emailed issues as clients sometimes email and call, which is tough to manually keep track of.
I don't mind paying for a custom development of this by a third party if necessary, though not sure how well that could then integrate.