Call Logging

[Seb]

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.

[Shaun]

Why not just add an entry to the support ticket.
The only thing is its would be shown as a "Call".
But a custom app could be created that could handle this.

[railto]

this would be nice, turning it more and more into a crm

[openmind]

this would be nice, turning it more and more into a crm

Which IMHO is a bad idea. First and foremost it is a billing system not a CRM or support help desk. There are other products out there that do that better than WHMCS but very few that do billing better.

WHMCS should stick to what their good at and concentrate on extending the API so that it's easier to integrate with other products rather than try and emulate them.

Jack of all trades and master of none is not a good scenario...

[Exoware]

Actually, I think WHMCS should do everything they're capable of. The more that WHMCS can do, the more it will appeal to potential buyers, always good for business. It's just working out what's more important to implement and prioritising accordingly.

This is an excellent suggestion, but I feel this could be achieved by simply developing a checkbox that stops an email being sent out when a ticket is created or replied to on the admin-side. The closer WHMCS gets to replicating the best features of Kayako, the better.

There's always something to do, but it does nobody any good by being so negative. The problem with systems at the moment is that the best systems out there do not cover all aspects of what everybody needs, but there are separate systems that cover particular aspects incredibly well (WHMCS for billing, Kayako for support, etc). However, although some of these systems integrate, they do not integrate well and thus leave room for much to be desired. If WHMCS could plug this hole by becoming a jack of all trades, master of most, then I feel a lot more migrations to WHMCS would occur.

[openmind]

Not a case of being negative, more like realistic...

[Seb]

We use WHMCS for our client support system. However, we need to track calls and the issues that we discuss in calls, otherwise it's difficult to support any more than a small volume of clients with ongoing issues. At the moment I use a piece of paper on my desk, which is hardly ideal.

The best solution would surely be to integrate it within WHMCS' excellent support system.
I do not think that simply using a support ticket is the way to do that - it seems too much of a bodge job, for example:

> If a client calls to tell us that they have sent a bank payment, for instance, then we still want to make a note of it. However, it isn't an ongoing issue, the ticket would just be closed.
> If a ticket is opened by us the client sees the issue as a ticket and we'd feel obliged to include the 'Hi [name]' and 'Regards'.
> No easy way to search through call history
> The only way to seperate the tickets out would be to begin the subject with 'CALL:' or similar.

All this needs to be is a log of calls and a brief description of the call content, possibly with a ticket status (open, awaiting reply, answered, closed, in progress, on hold etc). This just then needs to be viewable / editable from the admin area, and viewable from the client area. I can not see it working without some seperation from the support ticket system.

Perhaps this would work better as an addon module. What do people think?

That aside, I'll just counter the argument of unnecessary functionality and then hopefully this thread can be about the way a call logging feature could work, rather than WHMCS' merits and limitations.

If, Openmind, you are saying that to achieve this support desk functionality I should be using a different piece of software, then it kind of defeats the point of the support system in WHMCS. Which is odd, because that's one of the three things it's meant to do.

I do understand you have a vested interest in your POV - http://www.openmindsoftware.co.uk/He...tware/c-1-119/ - and I'm absolutely keen for WHMCS to better it's API so that your software can integrate within it. However, you cannot stop the development of functionality within one piece of software on the basis that alternatives are superior and should therefore be used instead.

[Richie]

If customers call us and its something that needs logging or dealing with where a records of what is being done is required then its a matter for just raising a support ticket.

We tell the customer "I'll just open a support ticket for you right now so we can both follow the progress and update as required via our website" and customers are fine with that

If its a call where no action is required from the customer and only we need to know, then either a "to-do" item is raised or its just put into the customers note section...

WHMCS already can deal with phone calls, no prob's, its how WE use it and manage them thats the issue surely?

There will only ever be 2 types of calls...

A) The ones that everybody needs to see and use, including the customer (Support ticket)
B) The ones that are for our info only (Client notes or to-do items)