Ticket Auto-Assignment (Round Robin) for WHMCS
Assign each new WHMCS ticket to the next admin in its department, in turn or by fewest open tickets, and skip anyone who is marked away.
What will the auto-assignment addon do?
When a new ticket opens, by email or from the client area, the addon assigns it to an admin in that ticket's department. You pick the method for each department: round robin, where admins take turns in a fixed order, or least open tickets, where the ticket goes to whoever has the fewest active tickets assigned. Admins who have marked themselves away, or whose WHMCS account is disabled, are skipped. The assigned admin gets an email, and the ticket shows in the assigned section at the top of their ticket list.
This product is built to order: you get the license key after a manual account check and the download within 7 business days.
What does WHMCS already do, and what does this add?
WHMCS lets you choose which admins work each department, assign tickets by hand and schedule an assignment on a single ticket. Escalation rules can assign tickets too, through their Flag To action, but always to the one admin you name and only after the time you set. There is no rotation, no load count and no away status. The addon adds those and leaves your escalation rules untouched, so check any rule that uses Flag To, because it will still reassign tickets when it fires.
What is included?
| Part | What you get |
|---|---|
| Methods | Round robin or least open tickets, chosen per department |
| Who takes part | Admins assigned to the department, minus any you exclude |
| Away status | Admins mark themselves away, with an optional return date |
| Skips | Disabled admins, tickets already assigned and departments you leave off |
| Notice | Email to the assigned admin with the ticket subject and link |
| Log | Each assignment with the method used and the admins skipped |
Who is it for?
Support teams with two or more admins sharing a department. Without assignment, the quickest admin picks up the easy tickets and the hard ones wait. Taking turns spreads the work evenly, and least open tickets suits teams where some tickets run for days. The away status stops new tickets landing with someone on holiday or off shift.
What do you need, and what are the limits?
Requirements: WHMCS 8.13 or 9.x (I confirm your exact version at purchase) and PHP 8.1 or newer. Each admin needs access to the department in their WHMCS admin settings.
Limits: the addon assigns new tickets only, and replies to existing tickets keep their current owner. It does not read ticket content to choose an admin, and it does not check whether an admin is signed in. If every admin in a department is away, the ticket stays unassigned and reaches department staff as it does today.
It costs $39 once for a lifetime license with twelve months of updates and support, and a seven-day refund window. I check each account by hand, which can take up to 24 hours, before the license key is issued, and the download follows within 7 business days.
Key features
- Automatic assignment of every new ticket in the departments you choose
- Round robin rotation in a fixed order per department
- Least open tickets method, with the statuses that count chosen by you
- Away status for admins, with an optional return date
- Disabled and excluded admins skipped
- Tickets already assigned when opened are left alone
- Email to the assigned admin with a link to the ticket
- Assignment log showing the method and who was skipped
Why customers buy this module
- →Work spread evenly across the team instead of grabbed by the quickest
- →Every new ticket has an owner from the moment it arrives
- →No tickets left waiting with an admin who is away
Frequently asked questions
Does it work with my WHMCS escalation rules?
Yes. The addon assigns the ticket when it opens, and escalation rules run later on the WHMCS cron. A rule with Flag To set will still move the ticket to the admin it names when its time comes. Clear Flag To on rules for departments that use the addon, or keep it if you want escalated tickets to go to a senior admin.
What happens when an admin comes back from being away?
They rejoin on their return date, or as soon as they switch away off. Round robin carries on from where it stopped, with the returning admin back in their place in the order. With least open tickets they usually get the next few tickets, because they hold the fewest.
When will I get it, and what if you can't deliver?
You get the license key once I have checked your account by hand, which can take up to 24 hours, and the download within 7 business days of purchase. If I do not deliver it in that time, you get a full refund. Otherwise the store's seven-day refund window applies.
Technical specifications
- WHMCS
- 8.13 and 9.x (confirmed at purchase)
- PHP
- 8.1+
- Methods
- Round robin, least open tickets
- Applies to
- New tickets from email and the client area
- Availability
- Built to order, delivered in 7 business days
- License
- Lifetime, 1 year of updates and support included
- Delivery
- License key after a manual account check (up to 24 hours); download when built
- Refund window
- 7 days
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