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  1. Hey guys, I'm not sure if this is a bug or the way it's supposed to behave and instead there's just not a very informative UI, but here's what's up: A client, Ashley, has a master account and their developer, John, has a sub-account. John's sub-account is configured (confirmed from WHMCS admin UI) such that "Support" email notifications are enabled. When Ashley submits a ticket, John's sub-account should receive an email notification (from what I assumed from the Support email notification checkbox), but he does not. If John submits a ticket he gets email notifications about it, but again, when the master account does, he does not. The behaviour we're seeing right now is exactly how I would assume it would work if there were NO option to enable support ticket notifications in sub-accounts; any user (whether master or sub-account) that creates a ticket only gets notifications of updates to their own ticket. But the existence of an Email Notifications section for sub-accounts would have me believe that if a sub-account is configured to receive support email notifications, they would get notifications for all tickets under the entire client/master account regardless of who submits them. Can you confirm how that checkbox is supposed to behave? Is this a bug or expected behaviour? Thoughts on what I've written above about how I assumed this should work compared to how it actually works? Thanks! -Jordan
  2. Hi all, I think it's time to solve once and for all the problem with the ticket system and email templates - regarding the main contact / master account holder receiving all the emails - even the ones regarding a ticket that was opened by a sub account or a contact person from his organization. The current state creates an overburden on the "master account holder" and causes misunderstandings who opens the ticket and so on (not to mentioned the spam to unnecessary participants). Please follow this scenario: - We have a company (let's name her "Macrosoft Ltd"). - We have in our WHMCS 4 contacts: 1. The master account holder - let's say his name is Tom Cruise and his rule is purchasing manager. 2. The support manager - Matt LeBlanc. 3. The sales manager - John Oliver. 4. The CEO - Elizabeth Tudor Problem #1: - When Matt opens a ticket he get an automated mail stating: Tom Cruise (Macrosoft Ltd), Thank you for contacting our support team. A support ticket has now been opened for your request and you will be notified by email when a response is made. - Please note that the ticket was opened by Matt LeBlanc - not by Tom Cruise!! Matt ask himself - WTF... I opened this ticket not Tom... - The same mail is sent also to the "master account holder" - Tom Cruise. Tom ask himself - WTF... I don't recall opening any ticket lately.... Problem #2: - In our WHMCS we see under the submitter field - Tom Cruise (Macrosoft Ltd) (although the ticket was opened by Matt LeBlanc) - only when looking inside the ticket we can see that is was submitted by "Matt LeBlanc (Macrosoft Ltd) Contact" Problem #3: - Any reply we make to Matt LeBlanc's ticket is also sent to Tom Cruise Tom ask himself - WTF... why do I keep getting this mails? (now take under consideration that Tom gets such an emails for all the tickets opened by Matt, John and Elizabeth - it can accumulate to lots of mails that's spams Tom mailbox!!!) Problem #4: - Let's say we want to sent a new quote to Elizabeth Tudor the CEO of Macrosoft Ltd Again the quote is sent to Tom (and any other contact that have the relevant Email Notifications setting) and to Elizabeth. and again - the name in the mail and on the quote is Tom and not Elizabeth!! Actually any email template that have the {$client_name} merge fields will be of Tom regardless who is the relevant contact that should receive such a mail / notification / quote etc. To sum it all up - there is a huge mix-up and confusion while using the Clients Information / master account holder information/ {$client_name}merge fields not to mentioned the amount of spam received to the email address registered under the Clients Information / master account holder. This is something relevant to any customer with more then one contact - so I'm sure that lots of WHMCS users face the same problem. If those problems weren't enough let's have few more: Problem #5 - Sometimes John Oliver sends a mail to Matt LeBlanc and add us in this mail in CC. A new ticket is opened with John Oliver set as the relevant contact. - Like stated before - Tom get's the email (and his name in the mail) - There is no way for us to see we are not the ones this mail is sent to (we are only in CC on the original mail). - If we reply to this ticket - only John (and Tom) will get the answer - nothing will be sent to Matt (unless we manually add his mail to the CC of the ticket - but there is no indication for us to do so). To sum it all up, I can't see the logic or advantages in the current situation - It create lots of problems and spam in any company that have more then one contact. I think that creating a clear and strict use of the relevant contact across WHMCS ticket, email templates and any other part of WHMCS - is mandatory. Every act we do should be related to a specific contact and only him. In the Feature requests system I found several relevant request: 12 votes - Client Contact Ticket Management https://requests.whmcs.com/responses/client-contact-ticket-management 7 votes - Disable Email to the main account e-mail https://requests.whmcs.com/responses/disable-email-to-the-main-account-e-mail 4 votes - Support ticket notifications - limit to contact participating https://requests.whmcs.com/responses/support-ticket-notifications-limit-to-contact-participating 4 votes - Improve email personalisation https://requests.whmcs.com/responses/improve-email-personalisation Total of 27 votes regarding the problem with the contact management. I think that WHMCS team should read this post and see the problems stated here and find a solution A.S.A.P But If from some strange reason it's not obvious this issue should be fixed - please please please add your votes. Thanks! Ram Thanks, Ram
  3. Hello, I'm wondering how everyone else is handling the situation described below. Surely it's an issue, but how are YOU dealing with it? We are migrating all of our customers (15 year customerbase) to WHMCS and I've hit the :-O moment. Situation: ============ John Smith is our customer. He has products and he is billed. He also has another company, but it needs to be under it's own billing, cycle, etc. John, only uses one email address. At the same time, we have 5 other customers.....each who are independently our customer, but they all happen to share the same webmaster, a local company that has a good market share of hosted sites they manage. They too, only have one e-mail address support@theirwebmastercompanydomain.com In both of these situations, it seems WHMCS doesn't have the function to add either/any of the same addresses to more than one account. How is everyone else dealing with this?
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