BILLmanager 6 integration

• BILLmanager tickets land in the Inbox along with your other channels, with the same assignments, SLA, templates and notifications.
• An operator's reply goes to the BILLmanager ticket, and the customer gets it as usual: in the panel and by email from BILLmanager.
• Attachments are synced, and closing works in both directions. Reply ratings (👍/👎) from BILLmanager are carried over by the module (v2) only.
• The right side of the ticket shows the customer card from BILLmanager: profile, balance, services with IP and OS, recent payments and ticket details.
• For a VPS, right from the ticket: sign in to the VM panel as the customer, or start and stop the server (if permitted). There's no restart — only start and stop.

You install the SupportHub module on the BILLmanager server. It sends new messages to SupportHub on its own and carries out operators' replies and actions through BILLmanager's local socket. SupportHub never gets your BILLmanager panel credentials. What leaves the server is events (messages, attachments, ratings) and the data SupportHub asks for so operators can work: the customer card (profile with contacts and balance, services, recent payments, the fields you chose), the ticket history and VM sign-in links.

• New messages arrive once a minute, and a ticket closed in the BILLmanager panel is closed here within a minute too.
• The set of fields in the customer card is configurable, and you can add your own fields with an SQL query.
• What can be done from SupportHub at all (showing the service password, signing in to the VM, start, stop and reboot, free prolongation and balance bonuses from macros) is up to the checkboxes in the module; which operators may do it is set on the channel's Permissions tab. By default only the project owner can sign in to VMs, start or stop them and use money; prolongation and bonuses stay off in the module until you allow them.
• Any action on a service only goes ahead for a service of the customer of the ticket it's taken from.

SupportHub polls the BILLmanager API every 30 seconds using a staff account you give it. You don't need to install anything on the server, but the panel credentials are stored on our side (encrypted), and the “VMs in VMmanager” block (signing in as the customer, start and stop) needs the channel's VMmanager 6 integration switched on with a service account.