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.

1. Login to your WHMCS admin area and navigate to: Support -> Support Departments -> Add New Department
2. 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
3. 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.

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