Ticket Follow-Up Reminders for WHMCS
Nudge clients who owe a ticket reply, warn them before WHMCS auto-closes it, and send staff a daily list of tickets waiting too long.
What will the follow-up reminder addon do?
It sends three kinds of follow-up. When a ticket sits in Answered and the client has not replied, it emails them a reminder after the days you set, once or twice. Before WHMCS closes an inactive ticket, it sends a notice with the closing date and a line saying that a reply keeps the ticket open. On the staff side, each admin gets a daily email listing their assigned tickets, and department staff the unassigned ones, that have waited longer than the limit you set.
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 closes inactive tickets on its daily cron and emails the client when it does, but gives no warning before. Escalation rules can email staff after a ticket waits a set time and can add a reply to nudge the client, yet that reply counts as a new reply and resets the ticket's last reply time, which pushes back auto-close. This addon sends its reminders as separate emails, so the last reply time and your auto-close schedule stay as they are, and it adds the closing notice and the daily staff list.
What is included?
| Part | What you get |
|---|---|
| Client reminder | Up to two emails while a ticket waits in Answered, after the days you set |
| Closing notice | Sent a set time before auto-close, with the date the ticket will close |
| Staff list | Daily email per admin of tickets past the wait limit |
| Wait limits | Set per department and priority |
| Stop rule | Reminders stop as soon as anyone replies or the status changes |
| Log | Every reminder and notice, with ticket number and date |
Who is it for?
Support desks where tickets often wait on the client: a login to check, a log file to send, a test to run. Without a nudge, those tickets close quietly and the client comes back days later with a new ticket and less patience. A reminder and a clear closing date give them a fair chance to answer first. If you want live SLA timers on a dashboard instead, they are part of FreedomPilot.
What do you need, and what are the limits?
Requirements: WHMCS 8.13 or 9.x (I confirm your exact version at purchase), PHP 8.1 or newer, the WHMCS cron, and Close Inactive Tickets set in Automation Settings for the closing notice.
Limits: reminders go by email only. WHMCS closes tickets when its daily cron runs, so set the notice at least a day ahead. Tickets in statuses that WHMCS does not auto-close get no closing notice.
It costs $29 once for a lifetime license with twelve months of updates and support. 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
- Client reminder after the days you set while a ticket waits on them
- Up to two reminders per ticket, stopped by any reply or status change
- Closing notice before WHMCS auto-closes an inactive ticket
- Reminders sent as separate emails, so the last reply time is unchanged
- Daily email to each admin listing their tickets past the wait limit
- Unassigned waiting tickets listed for department staff
- Wait limits per department and priority
- Log of every reminder and notice sent
Why customers buy this module
- →Fewer tickets closed while the client still meant to answer
- →Clients know when a ticket will close and how to keep it open
- →Auto-close keeps its schedule, unlike reminders added as ticket replies
- →Staff see each morning which tickets have waited too long
Frequently asked questions
Why not remind clients with a WHMCS escalation rule?
You can, but the rule's reply is added to the ticket as a new reply, which resets the last reply time. Auto-close then counts from the reminder, and a second rule meant to fire a few days later may never match. The addon sends its reminders as separate emails, so the ticket's timing stays exactly as WHMCS set it.
Will the closing notice stop the ticket from closing?
Only if the client answers. The notice tells them the closing date and that a reply keeps the ticket open. If they reply, the ticket moves to Customer-Reply as usual. If they do not, WHMCS closes it on schedule and sends its own auto-close email.
When will I get it?
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.
Technical specifications
- WHMCS
- 8.13 and 9.x (confirmed at purchase)
- PHP
- 8.1+
- Messages
- Client reminders, closing notice, daily staff list
- Needs
- Close Inactive Tickets set in WHMCS for the closing notice
- 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
- Refunds
- None, all sales are final
Related modules
Discord Bot and Role Sync for WHMCS
I built this Discord bot to link your community server to WHMCS. Roles follow active products, paid-only channels open on payment and close on cancellation, and customers use slash commands for invoices, services and support.
SMS, Chat and Email Notification Hub for WHMCS
One WHMCS module I built to send notifications across eight channels from a single rules screen. You decide which events go where, customers set their own preferences, and failed messages fall back to email.
Telegram Support and Billing Bot for WHMCS
A Telegram bot I built that runs inside WHMCS as plain PHP. Customers use commands to see invoices, services and tickets, renew and pay; admins get push alerts and can search, assign and reply from Telegram.