Help Center Settings

In CLIENTXCMS, help center settings define the behavior and operational rules of your support system. The goal is strategic: optimize support efficiency, automate repetitive processes, and ensure a consistent experience for your clients and team. Proper configuration improves productivity, reduces manual workload, and maintains a high level of service.

Tip

Well-configured settings transform your help center into a well-oiled machine. Each automation saves you time to focus on complex cases.

Why Configure These Settings?

Help center configuration is essential for:

• Automating management of inactive tickets
• Controlling interactions with clients
• Securing file exchanges
• Integrating with your external tools
• Maintaining service quality

Tip

It's like adjusting the settings of an industrial machine ⚙️ — the more precise it is, the more efficient and reliable.

Automatic Ticket Management

Automatic Closure

Auto-close after inactivity | (number of days) Defines after how many days a ticket without activity will be automatically closed.

Recommended values:

• 7 days: Standard for most cases
• 3 days: High-responsiveness support
• 14 days: Complex projects requiring more time
• 0: Disables automatic closure

Benefits of automatic closure

• Automatically cleans abandoned tickets
• Maintains accurate statistics
• Frees up workload for teams
• Encourages client responsiveness

Controlled Re-opening

Re-opening authorization | (number of days) Allows clients to reopen their closed tickets for a limited period.

Available options:

• 7 days: Recommended standard delay
• 0: Disables re-opening
• -1: Unlimited re-opening time

Use cases:

• 7 days: For standard technical problems
• 14 days: For migrations or complex projects
• 0: To force new tickets and avoid confusion
• -1: For premium support with long-term follow-up

Warning

Unlimited re-opening can create very old tickets that are difficult to manage. Prefer a reasonable delay.

Webhooks

Webhook URL: URL of your endpoint to receive ticket notifications (POST JSON). Use an HTTPS URL if possible.

• If the provided URL is a Discord webhook (e.g., https://discord.com/api/webhooks/xxxxx), notifications will automatically appear as embeds (screenshot below).
• If you use a custom webhook, CLIENTXCMS will send an HTTP POST request with a structured JSON payload. Example:

Ticket creation

{
   "payload": {
        "action": "helpdesk_create",
        "_url": "https://example.com/admin/helpdesk/tickets/1",
        "ticketid": "1",
        "customer_url": "https://example.com/admin/customers/1",
        "department": "General",
        "priority": "Low",
        "subject": "Test ticket",
        "message": "Hello, here is the ticket content.",
        "customername": "Martin Dev",
        "customeremail": "[email protected]",
        "appname": "CLIENTXCMS",
        "appurl": "https://example.com/"
  }
}

Ticket closure

{
   "payload": {
        "action": "helpdesk_closed",
        "_url": "https://example.com/admin/helpdesk/tickets/1",
        "ticketid": "1",
        "customer_url": "https://example.com/admin/customers/1",
        "department": "General",
        "priority": "Low",
        "subject": "Test ticket",
        "customername": "Martin Dev",
        "customeremail": "[email protected]",
        "appname": "CLIENTXCMS",
        "appurl": "https://example.com/"
	}
}

Staff reply

{
    "payload": {
        "action": "helpdesk_answered_staff",
        "_url": "https://example.com/admin/helpdesk/tickets/1",
        "ticketid": "1",
        "customer_url": "https://example.com/admin/customers/1",
        "department": "General",
        "priority": "Low",
        "subject": "Test ticket",
        "message": "Hello, here is the staff reply content.",
        "customername": "Martin Dev",
        "customeremail": "[email protected]",
        "appname": "CLIENTXCMS",
        "appurl": "https://example.com/"
    }
}

Customer reply

{
    "payload": {
        "action": "helpdesk_answered_customer",
        "_url": "https://example.com/admin/helpdesk/tickets/1",
        "ticketid": "1",
        "customer_url": "https://example.com/admin/customers/1",
        "department": "General",
        "priority": "Low",
        "subject": "Test ticket",
        "message": "Hello, here is the customer reply content.",
        "customername": "Martin Dev",
        "customeremail": "[email protected]"
        "appname": "CLIENTXCMS",
        "appurl": "https://example.com/"
    }
}

Useful notes:

• action: indicates the event (e.g., helpdesk_create, helpdesk_answered_staff, helpdesk_answered_customer).
• _url: internal link to ticket editing
• Values are in string format. Adapt your server-side processing according to your needs.

Attachment Management

File Activation

Allow attachments | (switch) Enables or disables the ability for clients to attach files to their tickets.

Attachment benefits:

• Screenshots for visual problems
• Error logs for technical diagnosis
• Documents for administrative requests
• Evidence for complaints

Security and Limitations

Maximum size | (MB) Limits the size of files that clients can attach.

Recommendations by usage type:

Support Type	Recommended Size	Justification
General support	5 MB	Screenshots and light documents
Technical support	10 MB	Logs and configuration files
Developer support	25 MB	Code archives and dumps
Limited server	2 MB	Disk space saving

Allowed File Types

Accepted extensions | (comma-separated list) Defines which file types are accepted in tickets.

Default configuration: jpg,jpeg,png,doc,docx,xls,xlsx

Recommended configurations:

Standard Support

jpg,jpeg,png,gif,pdf,doc,docx,txt,log

Advanced Technical Support

jpg,jpeg,png,gif,pdf,doc,docx,txt,log,zip,rar,sql,json,xml

Secure Support (restrictive)

jpg,jpeg,png,pdf,txt

File Security

Types to absolutely avoid:

• .exe, .bat, .cmd: Executable files
• .php, .js, .html: Potentially malicious scripts
• .scr, .pif: Extensions often used by malware

Best practices:

• Limit to strictly necessary types
• Scan files with antivirus
• Regularly check suspicious uploads

Established Business

Auto-close: 7 days
Re-opening: 14 days
Attachments: Enabled (10 MB)
Allowed types: jpg,png,pdf,doc,docx,txt,log
Webhook: CRM system

Specialized Technical Support

Auto-close: 14 days
Re-opening: -1 (unlimited)
Attachments: Enabled (25 MB)
Allowed types: jpg,png,pdf,txt,log,zip,sql,json
Webhook: Slack + monitoring

Secure Organization

Auto-close: 5 days
Re-opening: 0 (disabled)
Attachments: Enabled (2 MB)
Allowed types: jpg,png,pdf,txt
Webhook: Internal audit system

Performance Optimization

Metric Monitoring

Regularly analyze:

• Re-opening rate: Indicator of resolution quality
• Closure time: Automation efficiency
• Attachment volume: Impact on disk space
• File types: Adaptation to real needs

Preventive Maintenance

1. Periodic cleanup: Delete old files
2. Settings review: Adjust according to evolution
3. Webhook testing: Check connectivity regularly
4. Team training: Ensure everyone masters the settings

Remember

Help center settings should evolve with your business. What works for a small team may not suit a larger organization. Regularly review and adjust according to your metrics and feedback.

Established Business

Auto-close: 7 days
Re-opening: 14 days
Attachments: Enabled (10 MB)
Allowed types: jpg,png,pdf,doc,docx,txt,log
Webhook: CRM system

Specialized Technical Support

Auto-close: 14 days
Re-opening: -1 (unlimited)
Attachments: Enabled (25 MB)
Allowed types: jpg,png,pdf,txt,log,zip,sql,json
Webhook: Slack + monitoring

Secure Organization

Auto-close: 5 days
Re-opening: 0 (disabled)
Attachments: Enabled (2 MB)
Allowed types: jpg,png,pdf,txt
Webhook: Internal audit system

Performance Optimization

Metric Monitoring

Regularly analyze:

• Re-opening rate: Indicator of resolution quality
• Closure time: Automation efficiency
• Attachment volume: Impact on disk space
• File types: Adaptation to real needs

Preventive Maintenance

1. Periodic cleanup: Delete old files
2. Settings review: Adjust according to evolution
3. Webhook testing: Check connectivity regularly
4. Team training: Ensure everyone masters the settings

Remember

Help center settings should evolve with your business. What works for a small team may not suit a larger organization. Regularly review and adjust according to your metrics and feedback.