ddenev Posted November 17, 2010 Share Posted November 17, 2010 Hi, I have searched the forum but couldn't find any information on the topic that's why I'm posting a new question. Sorry if the question was already asked. The issue is that when a sub-account posts a support ticket from the client portal, the submitter of the ticket is shown as the name of the main account in the tickets list for the account. That way all the tickets are shown with the same name although tickets are submitted by different people. Is it possible that the actual sub-account name is shown in the tickets list for an account? I'm using WHMCS 4.2.1. Thank you in advance. Best regards 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 17, 2010 WHMCS Support Manager Share Posted November 17, 2010 If you look under the Options tab you will see the email address of the submitter in the CC field. 0 Quote Link to comment Share on other sites More sharing options...
ddenev Posted November 17, 2010 Author Share Posted November 17, 2010 Hi, Thank you for the reply. I checked and indeed in the CC field there is an e-mail address. But is this the address of the person who submitted the first ticked or the one that submitted the last ticket? Also, what if tickets are submitted by different persons (sub-accounts) - how do I see who submitted them? We actually need to make this differentiation because very often we call the actual submitter by the phone and most often this is not the main account. Best regards 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 17, 2010 WHMCS Support Manager Share Posted November 17, 2010 It will show the email address of whoever submitted that particular ticket. So the email address would differ depending upon which sub-account submitted it. 0 Quote Link to comment Share on other sites More sharing options...
ddenev Posted November 17, 2010 Author Share Posted November 17, 2010 Oh, I think I may have described the issue somehow unclear. Sorry for that. Actually I'm interested in understanding who submitted the actual replies to a support ticket. For example, suppose the main account is named Account and there are 2 sub-accounts - Sub-account1 and Sub-account2. If we have the following sequence: 1. Sub-account1 submits a new ticket 2. Our staff replies 3. Sub-account2 replies 4. Our staff replies 5. Sub-account1 replies then all the replies in the ticket will be shown as submitted by Account and there is no way to find out who actually replied - Account, Sub-account1, or Sub-account2. Even in the Log tab the entry for the reply is "New Ticket Response made by User". I hope it's clearer now Thank you. Best regards 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 17, 2010 WHMCS Support Manager Share Posted November 17, 2010 Right I see, there isn't an option for that at the moment. 0 Quote Link to comment Share on other sites More sharing options...
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