Secure Ticket Data for WHMCS Print

The Problem

Customers need to share passwords, API keys, and credentials through support tickets. This creates security risks.

What Happens Without Encryption

Customer opens ticket: "Can't log into cPanel, here's my password: MyPassword123"

Security issues:

• Password stored in plaintext in database
• Visible to all support staff (including new hires)
• Remains in database forever
• Database backup contains plaintext passwords
• Database breach exposes all credentials
• GDPR compliance nightmare

Common scenarios:

• Customer shares cPanel password
• Client provides FTP credentials
• API keys sent for integration issues
• Database passwords for troubleshooting
• SSH keys for server access
• Payment gateway credentials

All stored unencrypted in WHMCS database.

Current Workarounds Don't Work

Tell customers "don't send passwords":

• They send them anyway
• Support needs credentials to help
• Customers don't understand security

Use external tools (email, password managers):

• Disrupts support workflow
• Customers won't use them
• Still need to track which ticket needs which credential

Manual deletion after use:

• Staff forgets
• Credentials remain in database
• Database backups contain old passwords

Separate secure portal:

• Customers won't use it
• Too complex for support staff
• Credentials still end up in tickets anyway

None of these solve the actual problem: credentials in your WHMCS database.

The Solution

Secure Ticket Data encrypts sensitive information in support tickets using AES-256-CBC. Customers add credentials through encrypted fields. Only authorized staff can decrypt them. Auto-deletion removes old credentials.

How It Works

Client side:

1. Open support ticket
2. "Secure Data" section appears
3. Enter sensitive information (password, API key, etc.)
4. Save
5. Data encrypted before storage

Admin side:

1. Open ticket with encrypted data
2. Click "View Secure Data"
3. Data decrypts (if authorized)
4. Use credentials for support
5. Data auto-deletes after configured days

Database:

• Only encrypted data stored
• No plaintext ever
• Separate table from ticket content
• Auto-cleanup after X days

Security:

• AES-256-CBC encryption
• Encryption key generated during install
• Access controlled by WHMCS admin roles
• All access logged

Real Use Cases

Hosting Support:

Customer can't access cPanel. Needs password reset but support needs to verify current password.

Without encryption:

• Customer sends password in ticket
• Stored plaintext in database
• Remains forever
• Multiple staff see it

With encryption:

• Customer adds password to secure field
• Encrypted immediately
• Only authorized staff decrypt
• Auto-deletes after 30 days

API Integration Issues:

Customer's API integration broken. Support needs API key to test.

Without encryption:

• API key in ticket text
• Visible to all staff
• Searchable in database
• Backed up in plaintext

With encryption:

• API key in encrypted field
• Decrypted only when needed
• Auto-deleted after issue resolved
• Not searchable, not in backups as plaintext

Database Troubleshooting:

Customer reports database errors. Support needs credentials to investigate.

Without encryption:

• Database password in ticket
• Junior staff can see it
• Remains in system indefinitely
• Compliance issue

With encryption:

• Password encrypted
• Only senior staff authorized
• Access logged
• Auto-deleted after 7 days

GDPR Compliance:

Customer requests data deletion. Tickets contain passwords and personal information.

Without encryption:

• Manual search through all tickets
• Delete ticket history (lose support context)
• Or violate GDPR (credentials remain)

With encryption:

• Encrypted data auto-deletes
• Or manual deletion per ticket
• Ticket history preserved
• GDPR compliant

Installation

1. Purchase from ArkHost Store
2. Upload to `/modules/addons/secure_ticket_data/`
3. Activate in Setup → Addon Modules
4. Configure auto-deletion (days until removal, 0 = keep forever)
5. Set admin role permissions
6. Done

Encryption key generated automatically during activation.

Configuration

Auto-Deletion

Set number of days before encrypted data is removed:

• 0 = Keep forever (not recommended)
• 7 = Delete after 1 week
• 30 = Delete after 1 month (recommended)
• 90 = Delete after 3 months

Why auto-delete:

• Credentials become stale
• Reduces security risk
• GDPR compliance
• Forces password rotation

Admin Permissions

Control which admin roles can decrypt data:

• Full Administrator: Yes
• Support Manager: Yes
• Support Staff: No (or Yes, depends on policy)
• Billing: No

Logging:

All decrypt actions logged with:

• Admin name
• Timestamp
• Ticket ID
• Client name

Usage

Client: Adding Encrypted Data

1. Open ticket (new or existing)
2. Find "Secure Data" section
3. Enter sensitive information
4. Click Save
5. Confirmation shown

Data is encrypted immediately. Never stored in plaintext.

Client: Viewing Own Data

1. Open ticket
2. Click "View Secure Data"
3. Data decrypts and displays
4. Client can edit or delete

Client: Editing Data

1. View secure data
2. Click Edit
3. Modify information
4. Save
5. New encryption applied

Client: Deleting Data

1. View secure data
2. Click Delete
3. Confirm
4. Data permanently removed

Admin: Viewing Encrypted Data

1. Open ticket with encrypted data indicator
2. Click "View Secure Data"
3. Data decrypts (if authorized)
4. Action logged in WHMCS activity log

Unauthorized admins see "Access Denied"

Admin: Manual Deletion

1. View encrypted data
2. Click Delete
3. Confirm
4. Data removed immediately
5. Deletion logged

Technical Details

Encryption:

• Algorithm: AES-256-CBC
• Key generated during installation
• Key stored securely in module files
• No plaintext storage ever

Database:

Table: mod_secure_ticket_data

• Encrypted data blob
• Ticket ID association
• Client ID association
• Timestamps (created, updated)
• Auto-delete flag

Security measures:

• Encryption at rest
• Access control via WHMCS roles
• Activity logging
• Auto-deletion
• No plaintext in backups

Performance:

• Minimal overhead
• Only loads on ticket pages
• Encryption/decryption on-demand
• No impact on ticket listing

Integration:

• Hooks into WHMCS ticket pages
• No template modifications required
• Works with all themes
• Ajax-based interface

Language Support

8 languages supported:

• English
• Spanish
• French
• Portuguese
• Russian
• Dutch
• Italian
• German

Automatically detects WHMCS language setting. Falls back to English if language not available.

Security Considerations

Encryption key:

• Generated during installation
• Stored in module files (not database)
• Required for decryption
• Backup module files with WHMCS backups

Access control:

• Configure carefully
• Limit to necessary staff
• Review logs regularly
• Revoke access when staff leave

Auto-deletion:

• Set appropriate timeframe
• Balance security vs support needs
• 30 days works for most cases
• Shorter for highly sensitive data

Database backups:

• Encrypted data in backups is safe (can't decrypt without key)
• Include module files in backups (contains encryption key)
• Restore requires both database and module files

Key rotation:

• Not currently supported
• Would require re-encrypting all data
• Contact support if key compromise suspected

Troubleshooting

Secure data section not appearing:

• Check module activated
• Verify WHMCS version 8.9+
• Clear browser cache
• Check JavaScript console for errors

Can't decrypt data:

• Verify admin has permission
• Check WHMCS activity log for errors
• Confirm encryption key exists in module files
• Test with different admin account

Auto-deletion not working:

• Check configuration set (not 0)
• Verify WHMCS cron running
• Check data creation date
• Review WHMCS activity log

After restore, can't decrypt:

• Encryption key missing from restored module files
• Restore module directory from backup
• Key must match encrypted data

Performance issues:

• Check database indexes
• Verify PHP version 8.1+
• Review MySQL query log
• Contact support with specifics

Compliance

GDPR:

• Encrypted data protects customer information
• Auto-deletion supports data minimization
• Manual deletion for customer requests
• Activity logging for audit trail

PCI DSS:

• Don't store credit card data (against PCI rules)
• Use for passwords and API keys only
• Not a replacement for PCI compliance

ISO 27001:

• Encryption at rest
• Access controls
• Activity logging
• Data retention policy

When You Need This

Required if:

• Customers share credentials in tickets
• GDPR compliance needed
• Database security important
• Multiple support staff with varying trust levels
• Audit trail required

Not required if:

• Customers never share sensitive data
• Single support person only
• External password manager used successfully
• No compliance requirements

Comparison to Alternatives

Manual deletion:

• Staff forgets
• Credentials remain in database
• No encryption
• This module: Auto-deletes, encrypted

Email/external tools:

• Customers won't use them
• Disrupts workflow
• Credentials still end up in tickets
• This module: Integrated, seamless

Separate secure portal:

• Too complex
• Poor adoption
• Extra system to maintain
• This module: Built into WHMCS

File attachments:

• Not encrypted
• Remains in WHMCS storage
• No access control
• This module: Encrypted, controlled, auto-deleted

Technical Specifications

Requirements:

• WHMCS 8.9+
• PHP 8.1+
• MySQL 5.7+

File Structure:

modules/addons/secure_ticket_data/
├── secure_ticket_data.php    Main module
├── hooks.php                  WHMCS hooks
├── encryption.php             Encryption functions
├── license.php                License validation
└── lang/                      8 language files

Security:

• AES-256-CBC encryption
• Secure key generation
• Access logging
• Role-based permissions

Performance:

• On-demand encryption/decryption
• Minimal database overhead
• No ticket listing impact
• Ajax interface

Support

Purchase: ArkHost Store

Before contacting support:

1. Check module activated
2. Verify admin permissions configured
3. Review WHMCS activity log
4. Test with full administrator account

When reporting issues:

• WHMCS version
• PHP version
• Module version
• Error from activity log
• Steps to reproduce