We've been WHMCS for a few years now and we've been pretty happy with it for client billing but I'm looking to use it more for support tickets too and I had a couple feature requests:
I noticed that our support operators see a box called "Billing/Invoices" for clients when the look in the client summary but I'd rather separate financial and billing stuff from the support staff. I know it just shows the latest invoice amount and I can hide the rest but still it would be better if that could be disabled. There isn't even a unique CSS class to hide that block.
Also, it would be great if support operators could post estimates but only enter in their estimate in hours, and in the user edit screen be able to enter the hourly rate of each employee plus the companies billing rate and the client would get an estimate showing the total of hours with the company's estimated rate. Perhaps even a running total for hours where support people can post their time along with a ticket and administrators can see at a glance what the expense versus profit margin is at so that the project doesn't creep into the negative with feature creep with clients.
And it would be great if estimates could be submitted but before going to the client it went to a full administrator to approve (and perhaps adjust) first and administrators could communicate in the thread with the client without the support operator seeing messages, as an option. Perhaps using flags so any messages flagged as "Admin/Client" would only show to those parties. Perhaps a "Staff Only" label too for admins to communicate with support operators without the client getting notified. I know there is a notes section but it's not as nice as a threaded conversation to talk about a problem or how to handle a problem. That kind of thing isn't possible with an existing plugin is it?