BILLmanager 6 integration with SupportHub

Tickets from BILLmanager 6, ISPsystem's billing platform for hosting providers, arrive in SupportHub alongside your other channels, and operators' replies go back into the ticket. Nothing changes for the customer: they write in the same place as before.

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BILLmanager ticket
Customer

I renewed my hosting, but the site is still suspended.

Operator

Your payment went through, and the service will switch back on at the next sync, in a couple of minutes. I'll message you when the site is up.

BILLmanager account
Account
client-4812
Service
Shared hosting, Pro plan
Department
Billing
Reply rating
👍

Two ways to connect

The module installs on the BILLmanager server with a single command. Once a minute it sends new messages to SupportHub on its own and carries out operators' actions through the panel's local socket, so your BILLmanager credentials aren't passed anywhere.

The API connection is for when you can't install the module on the server: SupportHub polls the panel itself using an account with the right permissions, can work through a proxy and can connect VMmanager 6.

What stays in sync

The conversation stays complete in both systems:

  • messages and attachments, both ways
  • customers' ratings of replies
  • closing a ticket, from SupportHub or from the BILLmanager panel
  • BILLmanager departments, for routing to SupportHub departments

The customer in plain view

Next to the conversation, on the right, is the account card: services with every IP address, balance, contact details. You set up the card's fields in the channel, and through the module you can add your own fields with an SQL query. Each operator has their own permissions for what they can see.

Operators don't need panel access

Replies are posted to BILLmanager from a service account, so you don't hand out billing logins to operators. Everything they need to answer is already in the ticket.

How to connect

  1. 1

    Create a BILLmanager 6 channel

    In the channel settings, pick BILLmanager and choose the module on the server as the integration method. Details

  2. 2

    Install the module

    Run the command from the setup wizard on the BILLmanager server as root. Details

  3. 3

    Add a service operator

    A BILLmanager staff account named supporthub that replies are sent from. Details

  4. 4

    Fill in the gateway and test it

    Enter the SupportHub address, token and secret, and the check command will show that the module responds. Details

FAQ

Do I need root on the BILLmanager server?

To install the module, yes: the installer adds panel libraries and the sync schedule. If that's not an option, use the API connection.

The panel is behind Cloudflare or a WAF. Is that a problem?

No, as long as you let SupportHub's POST requests through to the module path /mancgi/supporthub_webhook.

What if a staff member has the ticket open for a reply in the panel?

BILLmanager locks the ticket while the reply is being written. Once they close the form, the action from SupportHub goes through.

See also

  • Hosting & VPS

    BILLmanager tickets, Telegram and website chat in one queue, with the customer's VPS on the ticket card.

  • VMmanager

    The customer's VPS from VMmanager 6 (ISPsystem) on the ticket card: status, IP, start and stop.

  • Telegram

    A support bot with menus and buttons, answered by operators from a shared queue.

  • Email

    Customer emails as tickets, with replies from your address over IMAP and SMTP.

Connect your channels and try it on real conversations

The Starter plan is free, and you can try a paid plan for 14 days. Setup takes a few minutes.

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