End User Support System

All of our reseller account owners can take advantage of the EndUserSupport feature that we offer. Servicing clients can be a tedious task and requires time and resources in order to provide 24/7 coverage for all sorts of issues.

We’ve got you covered! We have developed our own Help Desk software that integrates with WHMCS and allows all support tickets that you receive to be copied to our proprietary system.

Once we receive a new ticket from your WHMCS installation, a Serverberry support specialist is automatically assigned to work on it. Once the issue has been resolved or questions answered, our support response will be sent back to your WHMCS Support System via the WHMCS API and your end client notified of the new response added to their inquiry.

Setting up the system is quite easy and straight forward. Please contact us and we will assist you to get started right away.

Depending on whether you feel comfortable providing us access to your WHMCS install, we offer two options:

We can do the full set up for you – in this case we will just need Administrator access to your WHMCS installation and we will take care of all the initial setup and configuration. Once we are done, we no longer need access to your WHMCS instance.
You can set up the required API permissions from your end and provide us with the API credentials that we will use to communicate with your WHMCS support desk.

Should you choose the set up at your end, here is a detailed guide on how to get started.

In order to link the two platforms you would need to allow access for the End User Support module to your WHMCS. To allow that access you should set up API credentials for it and provide us with them.

This can be done from your WHMCS > Setup > System Settings > Manage API Credentials:

First you need to create an API role with the desired permissions and then you have to generate a new API credentials.

Navigate to API Roles > Create API Role:

You need to grant certain permissions when creating the API Role:

In the Support section you need to tick:

GetSupportDepartments
GetSupportStatuses

In System this one:

GetAdminDetails

Finally you should add the Actions from the Ticket section:

AddTicketNote
AddTicketReply
DeleteTicket
DeleteTicketNote
GetTickets
GetTicketCounts
GetTicketNotes
GetTicketPredefinedCats
GetTicketPredefinedReplies
OpenTicket
UpdateTicket

The next step on the Manage API Credentials, under API Credentials, click to Generate New API Credential:

Once you generate the API credentials you will be displayed with unique Identifier and Secret codes, which you need to store on a safe place locally on your computer and send them to us. These are used by our HelpDesk system to transport Tickets and responses to and from your WHMCS instance.

Additionally you can add notes which will be visible through our EndUser Support Module, so we can provide support to your customers in the exactly the same way as you would like us to.

You can add such notes from your WHMCS > My Notes:

Once you are done with generating the API Credentials and adding the notes you would need to open a ticket to our Support Team, so they can set up your AndUser Support Account and connect it to your WHMCS. You would need to provide us with the following details in the ticket: