Support Module

Estimated wait time for a ticket

This great feature of Mercury lets your customers know what is the estimated wait time for the ticket before they open a new one. Used in conjunction with Premium support it can boost your income because customers can appreciate the difference between your standard and Premium support.



Before showing you how to add this information on your WHMCS, let us show you how to configure it. Begin by visiting Settings > Support section. In order to calculate accurate statistics, Mercury needs to know your business hours. Let's start by defining our working days for example from monday to friday.



Now we need to specify our working hours for each working day of the week from monday to sunday (one per line). In the following example we are assuming that we work from 09:00 to 13:00 with lunch break of 1 hour and that we return to work at 14:00 until 18:00. You can add as many breaks you want and make use of minutes.



You can also insert more complex working hours. Let's say for example that on friday we work only in the moring. We will use the following format:

09:00-13:00,14:00-18:00
09:00-13:00,14:00-18:00
09:00-13:00,14:00-18:00
09:00-13:00,14:00-18:00
09:00-13:00

Now let's suppose that we do not work on tuesday. First of all deselect tuesday from your working days then update your working hours accordingly:

09:00-13:00,14:00-18:00
09:00-13:00,14:00-18:00
09:00-13:00,14:00-18:00
09:00-13:00

As you can see you have to skip non-working days. The first line is for monday, the second for wednesday then thursday and friday. Lastly we need to insert holidays (one per line MM-DD format). Since most of holidays are recurring, the module will use these dates also for subsequent years.



Now that the module knows our working days, hours, breaks and holidays, we can move to Ticket Processing Time.

Mercury can calculate the estimated wait time for both standard and Premium tickets based on a fixed processing time or based on the actual response time. In the first case you have to set a static processing time. Let's suppose that on average you need 30 minutes to reply to a ticket. You will set the below field to 30.



Alternatively, if you want Mercury to automatically and dinamically base the statistics on the actual response time of all your tickets, set zero as value. Please notice that if you have never answered to a ticket (e.g. new WHMCS installation) the module will use 15 minutes as default until you start to add replies to tickets.

Premium Tickets

With this feature you can offer to your customers the ability to receive Premium support. Premium support should grant them a quicker response and require a payment but this is up to you. If you want to use this feature first you need to select a support department dedicated to such requests. The department shouldn't be used for other purposes. Secondly you can specify the price (default currency - Mercury automatically handles conversion rates) that customers have to pay in order to receive premium support.

The modules has a widget that you can place in your viewticket.tpl file to show an alert for unpaid premium tickets.


Emergency Tickets

With this feature you can offer to your customers the ability to open Emergency tickets. Emergency tickets should grant them the fastest response time but should also include a penalty fee to avoid the abuse of this feature. In fact customers could start sending you emergency requests even when is not necessary just because they receive quicker responses. To use this feature begin by selecting a support department dedicated to such requests. The department shouldn't be used for other purposes. Secondly you can specify the penalty fee (default currency - Mercuryautomatically handles conversion rates) that customers have to pay for reporting fake emergencies.

Integration

Now that you've successfully configurated Support Module, let's see how you can integrate it with your WHMCS. Mercury gives you the following Smarty variables that you can use in any page of WHMCS.
  • {$Mercury.Tickets.standard.tickets} Total number of active standard tickets
  • {$Mercury.Tickets.standard.waittime} Estimated wait time for standard tickets
  • {$Mercury.Tickets.premium.tickets} Total number of active premium tickets
  • {$Mercury.Tickets.premium.waittime} Estimated wait time for premium tickets
  • {$Mercury.Tickets.premium.department} Premium department ID
  • {$Mercury.Tickets.premium.price} Premium ticket price
  • {$Mercury.Tickets.emergency.tickets} Total number of active emergency tickets
  • {$Mercury.Tickets.emergency.department} Emergency department ID
  • {$Mercury.Tickets.emergency.price} Emergency penaly fee
  • {$Mercury.Tickets.emergency.workingdays} Week array for the current date
You can place these variables where you prefer. Estimated wait times uses the following format available in multilanguage:
  • 45 minutes
  • 1 hour 30 minutes
  • 1 day
  • 4 days
  • more than a week
For Premium tickets you can use our widget to show an alert in case customers forget to send the payment for the ticket they have just opened. If you prefer you can create your own alert by using the following Smarty variables in viewticket.tpl:
  • {$Mercury.Tickets.premiumunpaid} If true the ticket requires a payment
  • {$Mercury.Tickets.premiumunpaid.id} The ID of the related invoice
  • {$Mercury.Tickets.premiumunpaid.title} The title (multilanguage)
  • {$Mercury.Tickets.premiumunpaid.descr} The description (multilanguage)