Someone had an idea for this?

[nibb]

Did someone managed a way to charge for support tickets with hostbill?

How about creating an extra department for this and only allowing paid support issues to be send there?

I don´t need a super automated solution, I don´t have a problem is clients need to order something manually and I need to adjust it, im just asking the community here if someone has a trick in order to do this?

Hostbill itself replies to your ticket and says you need to order support to post in some departament. Any idea how they configured this?

[iso99]

It's easy to make a plugin for this.

1. Add a hook after_ticketopen and verify if the client opened a ticket from the department which requires payment.
2. Two options:
a) Use the API to generate an invoice
b) Use the API to add a reply saying that you need to order a support ticket product

A nice feature:

If the client hasn't ordered a paid support yet, it will be closed and a reply will be added that a paid ticket should be ordered first - or an invoice will be generated, your call. Now, we can use after_invoicefullpaid hook to check if the invoice paid was for the support ticket and there is an existing ticket. The ticket will be opened and a new reply will be generated saying that this issue is now being looked into.

[nibb]

Thanks, that makes sense. I will try it out.

[iso99]

I tried a prototype last night, it would be easy to create a pre-defined reply and get its ID (use it for the API) as well as generate an order instead of invoice.

The only thing to worry about now is getting an unique identifier somewhere in the ticket and invoice, for the auto-open once invoice is paid. (if you want this feature)

[iso99]

Have you seen this --> https://hostbillapp.com/clientarea/?/software_store/plugins/priority_support/ ?

It seems new to me. Is this included in < 4.6?

[Patrick]

Have you seen this --> https://hostbillapp.com/clientarea/?/software_store/plugins/priority_support/ ?

It seems new to me. Is this included in < 4.6?

Priority support has been included for about 4-5 releases now.  We implemented it's use for specific support levels on products we offer.  Crazy they are charging $99 for it though, it's pretty darn basic

[nibb]

Im not sure if that will work in my case.

I want to charge per ticket only for some customers, and some with a support package should have a number of XX tickets for free.

Also, I want customers to buy XX amounts of tickets for that department, so they can use them or they expire after XX if not used.

Maybe this will work, not sure, I will test it.

Also in their wiki it says:
Priority Support is Provisioning (Hosting) module shipped with each HostBill installation for free.

http://wiki.hostbillapp.com/index.php?title=Priority_Support