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Showing results for tags 'support ticket'.
Found 11 results
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Hello Since April Google has made some changes to Gmail in that Gmail no longer simply groups email conversations based on subject line and ticket ID etc. Now, Gmail will only group emails if the email contains reference IDs in the header, for the previous emails. Since many clients use Gmail and the support tickets have previously been grouped based on [ticket #12345] etc, now it is most unfortunate that this doesn't work - and instead, users are receiving new email each time. We have had a lot of clients comment on this issue. Can WHMCS consider adding some additional setting inside email header to provide reference to previously sent email IDs? Previously, Gmail would thread together messages when either: A message is sent in reply to another, or A message has: The same sender or recipients The same subject Is sent within one week of an earlier message in the thread With this change, Google has added the requirement that an incoming message’s Reference header, if present, must reference IDs of previous messages in order to thread. This means that if you receive two emails with the same subject from the same sender, these emails will not be threaded together unless one explicitly references the other. For further clarification, the first email’s Message-ID should match the second email’s References and In-Reply-To. https://gsuiteupdates.googleblog.com/2019/03/threading-changes-in-gmail-conversation-view.html https://support.google.com/mail/thread/3398996?hl=en
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I'm on this page for example "domain.com/supporttickets.php?view=active" and I don't really see this option. How do I get the URL that the customer receives in their email? In the email, they get something like "http://domain.com/viewticket.php?tid=922262&c=1xmvUUB8" It's the automatically generated Ticket for the newly created ticket. I don't see any reference on the docs neither. http://docs.whmcs.com/Support_Tickets http://docs.whmcs.com/API:Open_Ticket -
Hello, I have 6 support department X members. According to information at https://docs.whmcs.com/Ticket_Notifications they should all be notified when someone opens a ticket. However, just a main admin receives mail notifications. I've set all permissions and assigned all members correctly to departments etc. Do I have to use https://docs.whmcs.com/Support_Ticket_Escalations to achieve that? Any help will be highly appreciated. Cheers.
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3. Right now when a tech reply's to a ticket it just says login to see the reply in the customer's email. How can I have the reply been seen in the email sent to the customer? And also still have a link to login and reply. We don't have email piping and require a login to reply but it would be better if they could read the reply in the email without needing to login. 2. Also can I have the reply to email for tickets be: noreply@webhost.pro Not sure where to change this. I did System Emails From Email but the ticket still shows the main email. I guess I have to change the main email type SMTP settings?
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When a customer enters a support ticket, they are asked to choose a "Related Service" so, for example, if they are having a problem with one particular hosting account, they can choose that hosting account from a drop down of all of their products & services. However, when the ticket is sent to us via email, it does not contain that related service in the email. When I view all the Available Merge Fields, "Related Service" is not one of them. Is there a merge field for Related Service? I saw $ticket_relatedservice mentioned in some forum thread, but that just shows up empty (even if a related service is selected in the ticket). Thanks! - Scott
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who is know how to active WHMCS Support Ticket E mail Send Client E mail -
I have two WHMCS installations, both using google apps gmail as the support mail. For the sake of discussion let's call them system1.com and system2.com. Both are configured identically as far as I can see, using the pop.php script. For all normal purposes it seems to work fine, customers can mail to the google apps mail accounts, the mail is imported with the pop.php scripts, no problems. The odd thing is, I get a mail sent to the admin email account when there are tickets, and for one installation I can directly reply through email, and the reply is entering into the ticket system. For the other, the mail arrives in the google apps email account, but is never imported into the ticket system. The util > mail log shows nothing, there are no entries for this mail. When I run the pop.php script manually, one account comes up like this: 2$ php -q /home/system1/crons/pop.php POP Import Log Date: 15/08/2017 13:01:10 --- Host: pop.gmail.com Email: support@system1.com Mailbox is empty --- Host: pop.gmail.com Email: sales@system1.com Mailbox is empty --- The other one comes out like this: $ php -q /home/system2/crons/pop.php POP Import Log Date: 15/08/2017 14:35:51 --- Host: pop.gmail.com<br>Email: support@system2.com<br>-bash-4.2$ So, 2 odd things: 1) system1 outputs in standard txt mode, system2 outputs in HTML (br tags) 2) both systems have both a sales and support email account, but whereas system1 reads both, system2 seems to crash and exit after checking the first account. If I go to setup > support > support departments and change the order of the emails, the exact same thing happens just with the sales@ mail account. md5sum reports same value for the two pop.php scripts - 5314ac613216da7ac7e76a7b64f87600 - so the output *ought* to be the same? I've been digging in this for a couple of hours already and are kinda pulling my non-existing hair out. Any ideas?
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Hi everyone, I have different department and staff.Staff with-in the department can only access department tickets. If I assign a ticket to particular staff with-in the department, then staff will get ticket access. but any staff assign a ticket to outside the department, then staff can't access ticket. I want to automatically change department if any staff assign ticket to other staff in different department.
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After answering a support ticket it just stays on the same ticket that has just been responded to, not returning to ticket list. I have tried in multi browsers all behave the same. -
I can confirm that issue #2 in this forum thread still exists with the latest release of iWHMCS. This is *very* concerning as it might mean it's also a potential entrypoint for SQL injection. Please look into this asap WHMCS devs. -
Hi all. OK, I have an issue that has probably been encountered before but need some help. I have a client who opens tickets from one of their many email addresses. They're complaining that they can't see their tickets. Anyway, I've added their new email address as a sub-account of the main account. I want all the tickets that are labeled "Not a Registered Client" to be assigned to their account. How do I assign support ticket from "Not a Registered Client" to a client? What is the process for this? Do I need to create a sub-account or is there another way? Many thanks in advance for the tips.
