Support Tickets ​
Support Tickets connects AdminBolt to the helpdesk you already run. Once it is connected, your clients open a ticket from the client panel and follow the whole conversation there, instead of logging in somewhere else.
Overview ​
URL: /admin/settings/ticketing-settings
Open it from Settings > General > Support Tickets in the sidebar.
AdminBolt does not store your tickets or replace your helpdesk. It passes a client's ticket to the provider you configure, then brings the conversation back into the client panel so the client can read and answer it without leaving AdminBolt. Your staff keep working in the helpdesk itself.
Three providers are supported: Freshdesk, WHMCS, and Zendesk.
Turning tickets on ​
- Enable support tickets - shows the Submit a Ticket page in the client panel. With the toggle off, clients see no ticket page at all.
- Ticketing provider - the helpdesk this panel talks to. The fields below the selector change with the provider.
The helpdesk address you enter has to be a public https host, because the panel reaches it over the internet.
Freshdesk ​
| Field | What to enter |
|---|---|
| Freshdesk domain | Your Freshdesk domain. |
| API key | The key from your Freshdesk profile settings. |
WHMCS ​
| Field | What to enter |
|---|---|
| WHMCS installation URL | The address of your WHMCS installation. |
| API identifier | The API credential identifier. |
| API secret | The secret that belongs to that identifier. |
| Support department ID | The department new tickets are filed under. Use Test connection to list the available departments. |
Zendesk ​
Zendesk connects over OAuth rather than a pasted key.
- Copy the Redirect URL for the OAuth client shown on the page.
- In Zendesk Admin Center, open Apps and integrations > APIs > OAuth clients and create a client with that exact redirect URL.
- Paste the client's unique identifier into OAuth client unique identifier, and its secret into OAuth client secret. Leave the secret empty for a public OAuth client.
- Enter your Zendesk subdomain, save, then press Connect with Zendesk and approve the request in Zendesk.
Disconnect revokes the connection from the panel side. The Connection field shows whether the OAuth connection is currently active.
Test connection ​
Test connection verifies the credentials against the provider and reports what the provider answered. Run it after every change, including after a Zendesk OAuth connection: an active connection is not proof that tickets can be filed.
What the client sees ​
With ticketing enabled, the client panel gains a Support group with Submit a Ticket in it. The client writes a ticket there and gets a thread for it, carrying the status your helpdesk assigns, unread markers, a reply form, and their earlier tickets beside it.
Replies your staff write in the helpdesk are brought back into the panel periodically, so nobody copies text between two systems. A ticket reopened on either side returns to the conversation.
See Submit a Ticket for the client's view of the same feature.
Resellers ​
A reseller is not tied to your choice. Under Ticketing for my clients in the reseller panel, a reseller picks one of:
- Use the panel-wide helpdesk - their clients file into the helpdesk configured here. This is the default.
- Use my own helpdesk - the reseller connects a provider of their own, configured exactly as on this page.
- Disable ticketing for my clients - their clients get no ticket page.
Ticket Submissions ​
URL: /admin/settings/ticket-submissions
Open it from Settings > General > Ticket Submissions.
The page lists every ticket submitted through the panel with the provider it went to and the status it carries. Check it when a client reports that a ticket never arrived: a provider that stopped accepting submissions shows up here rather than in a complaint days later.
Related pages ​
- Submit a Ticket - the client panel page this feature adds.
- Settings - the rest of the settings area.
- WHMCS - the WHMCS integration for provisioning and billing, which is separate from ticketing.