Not receiving new ticket notifications

[Everyday]

We're planning to start using the built in support desk shortly but all our tests we never receive the notification of a new ticket being submitted. The customer is receiving the auto-reply that a ticket has been created. I'm not really sure where else to look for this as the docs on notifications are pretty scarce. Any ideas?

[edented]

I have the same question. Did you figure it out?

I saw that i can create an escalation cron job, but that isn't really the right solution. The cron job runs however often just to let you know that there is an open ticket, but doesn't have any information about the ticket.

 

Anyone?

[edented]

edit (post 15 minute edit limit)

 

I should've had some coffee and read a little further- This is handled in the Setup->Email Templates, under Support Messages. Add your email to the 'Copy' field. You can also insert the tag to include the actual message.

[Everyday]

This still doesn't work. Why is there no documentation on this anywhere? I have all the appropriate boxes checked and the customer gets the autoresponse. I should be receiving this notificaitons.

[WHMCS John]

You need to ensure you're assigned to all the departments (Setup > Administrators > Edit) and that the "Support Tickets Notifications" checkbox is ticked on the same page.

 

Then under Setup > Administrator Roles ensure "Support Emails" is ticked.