In web hosting it is very common to have multiple level support departments (primarily level 1 – 3) but out of the box, WHMCS does not have a feature to properly accommodate this. We can however use a workaround to achieve this.
To do so, we will create Hidden Support Departments for each escalated level (2 and 3). With this setup, if a level 1 support tech is unsure he/she can change its department to level 2 and a level 2 tech can do the same to level 3 or back to level 1 after he/she has made their input.
- Login to your WHMCS admin area and navigate to: Support -> Support Departments -> Add New Department
- Fill in the form to create a new department
–Name: For your internal reference. Good examples could be: Support Lvl X
–Description: Leave blank as this will be a hidden department
–Email: Insert a unique email address for this department
-Tick Hidden? but leave everything else as it is unless you know exactly what you’re doing
- Click Add New Department to create the department
Now this department has been created any staff will be able to escalate tickets to it but your clients can’t submit a ticket directly to it (unless they discover the direct link). Also note, you can use this method for non-support tickets such as Management and so on.