Helpdesk Emails

[ee99ee]

I have a few questions about the WHMCS helpdesk, which we just started using.

 

 

1. Currently when I reply to a ticket, a copy of my reply is emailed to me. This is very annoying. How do I turn this off? I want to receive customer replies to tickets I am working on and notifications of new tickets, but I don't need a copy of my reply sent to me.
   
2. How do I assign a ticket to someone?
   
3. We want to notify a customer of a ticket that is still open and waiting on their reply (Answered?) after 2 days, and after 3 days close the ticket if it has gone un-replied. How do we configure this?
   

 

-Chris

[Damo]

I may be able to offer some help with these questions:

 

1) Check under the user settings. At the very bottom it will give you the option to turn off new ticket notifications for the departments that the user is assigned to.

2) You can't assign to a person, only to a department. This is done when viewing the ticket - look at the options tab.

3) You can set actions under Support Ticket Escalations. 48 hours to send an automatic message and 72 hours to close it.

 

You can now specify your own custom ticket statuses too.

[ee99ee]

In reply to #1, I DO want to recieve emails with new tickets. What I don't want is a copy of MY reply sent to me. I already know what I typed, so I don't need to read it again in my email inbox. But, I DO want to be notified when a customer submits a new ticket or replies to a ticket I'm working on.

[ee99ee]

Anyone know if this is possible?

[WHMCS John]

1. You've either entered your email in the "Copy To" field of the Support Ticket Reply email template. Or configured "BCC Messages" under Setup > General Settings > Mail tab.

 

2. Tickets can be assigned to an individual member of staff, this is called "flagging" and can be done from the options tab when viewing the ticket.

[Damo]

Oh "flagging". Never noticed that. Great to know