frisco Posted May 19, 2007 Share Posted May 19, 2007 When a user sends an email to my support address, and the To: address includes a second email addressee, the message does not get captured and pulled into the support tickets, and the customary notifications and auto responses are not generated. Anyone else having this problemm? Bill 0 Quote Link to comment Share on other sites More sharing options...
SpookedOut Posted May 20, 2007 Share Posted May 20, 2007 I also have this problem actually 0 Quote Link to comment Share on other sites More sharing options...
Joweb Posted May 20, 2007 Share Posted May 20, 2007 Same issue here too. 0 Quote Link to comment Share on other sites More sharing options...
SpookedOut Posted May 20, 2007 Share Posted May 20, 2007 I don't think this is actually a Technical Issue/Error it's more a feature request?! 0 Quote Link to comment Share on other sites More sharing options...
frisco Posted May 20, 2007 Author Share Posted May 20, 2007 It is a program error if the support tickets are mailed to the support email address, as is supposed to work, but they are never delivered... Maybe this thread shoulkd be moved to Bugs, but I didn't want to start it there in case it was a fluke at my end. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted May 20, 2007 WHMCS CEO Share Posted May 20, 2007 If the to field contains multiple email addresses, it won't match the to field setup for the department and hence the ticket won't be imported. Matt 0 Quote Link to comment Share on other sites More sharing options...
frisco Posted May 20, 2007 Author Share Posted May 20, 2007 This is not something that would be obvious to the average user, and is not something that can be effectively communicated to them, as their initiation of a support email is likely long after they have read whatever "welcome letter" we have sent. Since it is contrary to the way "normal" email works, it is likely to be a common problem, especially when the client is a large one (and thus likely to send the message to other "action" parties within the client organization). Can't the matching be switched to finding the string within the to address rather than an exact match? 0 Quote Link to comment Share on other sites More sharing options...
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