Support and help center

Help that reaches the right person.

Tickets arrive by the portal or by email and land in the right department, with the client's whole history beside them. Articles, updates and downloads answer the rest before anyone writes in.

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13article templates
The support desk

One ticket, from question to answer

Departments decide who owns a question; the ticket keeps the conversation and everything around it together.

  1. The client picks a department 01 Ask

    The client picks a department

    In the portal or by email to the department's address. Replies by email are filed against the ticket, by mail import or by piping.

  2. Your team sees the whole story 02 Answer

    Your team sees the whole story

    The thread, attachments, the client's services and recent billing sit beside the reply box, with predefined replies for the common answers.

  3. Departments, statuses and escalations 03 Route

    Departments, statuses and escalations

    Each department has its own address, autoresponder, feedback request and closing rules. Escalations move tickets that wait too long.

  4. See how the desk is doing 04 Measure

    See how the desk is doing

    New tickets, replies, first-response time and the busy hours, with reports on replies, feedback scores and tags.

The help center

Answers before anyone has to ask

Two systems for two kinds of reading: a knowledgebase for how things work, and a newsroom for what has changed.

Knowledgebase A resource center that reads well Reference, how-to, tutorial, FAQ, troubleshooting, policy and seven more templates, each with blocks of its own. Our knowledgebase Updates A newsroom Release notes, launches, notices, service status and maintenance windows, with categories and a feed. Our updates
Downloads Downloads Files in categories, each reached by a random, permanent address.
Suggestions Articles offered at the right moment While a client writes a ticket, matching articles are suggested.
Events Events Meetings and gatherings with a page each and a calendar download.
From our newsroom

The latest from WBAMS

This section is the Updates newsroom itself: every release below was published with it.

WBAMS 1.13
WBAMS 1.13: PHP 8.3, current libraries and updates that check first

WBAMS moves to PHP 8.3 and to current releases of every library it ships, its updates check the server before they change anything, and its own code is encod...

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Expenses in WBAMS
WBAMS 1.12.0: expenses, leases and a home for your staff

The money that goes out joins the money that comes in: expenses with their receipts, recurring bills, and the reports a lease asks for, sent on time. Staff g...

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The WBAMS control panel dashboard
WBAMS is here: one system for billing, clients, support and your website

WBAMS, the Web Billing & Accounting Management System, is now available to install on your own server.

Read More
All updates
Questions

About support

Yes. Point the department's address at WBAMS with email piping, or let the scheduler collect replies from the mailbox. Either way the message is filed against the right ticket.

Yes, along with its priority, status and owner. Notification rules can tell the team when it happens.

Only signed-in clients. Visitors are asked to sign in, and the article is left out of every list, search and the sitemap for them.

Yes. The knowledgebase, updates and events each have a switch; turned off, their pages and links leave the website and their records are kept.

Yes. Articles have readable addresses, and the older numbered addresses redirect to them permanently.

Support, organized

Give every question an owner

A support desk and a help center in the same system as your clients and billing.

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