AWBS Internal Helpdesk

In the AWBS Configuration, Module Setup page, make sure you have the Internal Helpdesk selected.


In the System Options page of the configuration, make sure you have 'internal' as the Support Desk Link setting.


Any time there are any open tickets in the system, you will see the Open Support checkmark flashing red on the admin home page. Click that link or use the helpdesk link on the left menu to enter the helpdesk.


Tickets awaiting a response from your support staff will be green in color. Tickets that have been answered are red.

Click the icon beside any ticket to respond. Click the various links at the top to sort as desired.

Using the close link to the right of a ticket will close it without any response or email being sent to the client.


Use the Helpdesk Response Setup link on the left menu to setup responses that are commonly used repeatedly to save your staff time.


Each admin user can setup a signature that will be added to all their responses in the helpdesk. To setup a signature, go to the user manager, select that user and enter the user's record, click the Edit link in the client information box and you will find a place to setup the helpdesk signature.


Anytime a ticket is opened, responded to, or closed via the cron (system options, auto close tickets), the user will receive an email and the support copy-to email account (from company info page of configuration) will receive an email.


Note: Avoid using the browser's refresh key while in the helpdesk, it can make duplicate entries.



As of AWBS version 2.4.0, email piping is supported.

To setup helpdesk email piping:

Setup an email forwarder from your email address configured as support email in the Company Info page of the AWBS Configuration.

Forward the email to your includes/getEmail.php file.

Example: | php -q /your/path/to/awbs/includes/getEmail.php


In the Extended System Configuration, add this key:

    key: namakecf

    value: 1

    description: All emails to pipe that cannot be inserted into the

helpdesk will be put into the contact form table


The E-mail Piping will forward e-mails received at the support email address to the Helpdesk if the sending email address matches any AWBS user account email primary email address.

Any E-mail that arrives that does not have a matching e-mail address will be piped to the Contact Us form if the namakecf key is set to a value of 1.


cPanel Specific Instructions:

1. Login to cPanel and go to email forwarding

2. Click Add Forwarder

3. Set the first box to the mail box configured as support mail in the Company Info page of the Configuration area of AWBS.

4. Set the second box to   "| php -q /your/path/to/awbs/includes/getEmail.php" (without quotes - substitute your correct path)

5. If you wish orphan emails to be entered in to the contact form area,

add a new Extended System Config key:

    key: namakecf

    value: 1

    description: All emails to pipe that cannot be inserted into the

helpdesk will be put into the contact form table