nzrunner

I have several clients that like emailing "the world" when they encounter a support issue. When they send an email to the support email address, they include everyone in their department as well. The recipients then have the bad habit of using "Reply All" and that results in each reply being logged as a new ticket resulting in significant confusion from the users. Is there a way to ensure that everyone included on the original email is deemed to be part of the ticket, so replies get attached to the original ticket?

Using the client's Billable Item tab would add unnecessary work for me, and also provides the possibility of time being missed. The ability to log time when I submit a reply is a good one, but as clients are charged at different rates, I have no idea off the top of my head what value I will be charging them at the time of logging the entry. I'll log a feature request.

adnan and John Thanks for the advice! I had already identified that, but as I am going to be billing regularly (fortnightly or possibly even weekly), I had hoped to be able to export it from within the UI. I am investigating using the "Add Billing Entry" option when submitting a ticket response, and have opened a separate thread with an issue I have encountered with my testing of that process.

I am planning to start using the "Add Billing Entry" option when I am providing ticket responses, so I can track more accurately the time I spend on client issues. However it appears that I can only add a dollar amount against each billing entry, even though a Qty/Hour is supported with the entry. Is there anyway I can add a Qty/Hour entry from within a ticket response rather than an Amount?

When viewing a customer, the Email tab shows every email sent from the system that relates to that Customer. Is there a way to export that list? I use an external system for billing a customer for support, and would like to be able to export the list and then use that as the basis for preparing my client support invoices. I should add, I am currently consulting in a country where I have NO after hours internet access, so I cannot simply have WHMCS open and prepare it from the screen. I would like an offline export so I can prepare the invoice offline. Any suggestions? WHMCS Version: 5.2.7