Syzzle Posted June 2, 2011 Share Posted June 2, 2011 Before I open a support ticket I was hoping someone can help me verify this is not user error! If I have a client with multiple contacts, each set to receive email notifications for support issues, and I open a new ticket via the Admin area for that client, it seems only the main contact receives the ticket notification. Is this true? It would seem like a bug or missing feature; if more than one contact should receive support notifications, shouldn't they all receive new ticket emails? Thanks, 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted June 2, 2011 Share Posted June 2, 2011 Before I open a support ticket I was hoping someone can help me verify this is not user error! If I have a client with multiple contacts, each set to receive email notifications for support issues, and I open a new ticket via the Admin area for that client, it seems only the main contact receives the ticket notification. Is this true? It would seem like a bug or missing feature; if more than one contact should receive support notifications, shouldn't they all receive new ticket emails? Thanks, well if you look at the way you open a ticket in admin it asks for To: OR Select Client: Email Address Department Subject Priority even if you chose a client you still have to add an email address. this is the email address this new ticket is sent to. 0 Quote Link to comment Share on other sites More sharing options...
Syzzle Posted June 2, 2011 Author Share Posted June 2, 2011 Thanks for the reply. Doesn't seem to matter if we put an address in the email field; it sends the ticket only to the primary contact. So perhaps this is a support issue. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted June 2, 2011 WHMCS Support Manager Share Posted June 2, 2011 You can select a client OR enter an email address (for example if they're not a client yet). There isn't a way to open a ticket as admin and have it sent to a contact currently. 0 Quote Link to comment Share on other sites More sharing options...
amxfsx Posted July 31, 2011 Share Posted July 31, 2011 Thank you for clearing this up, John. If we are supporting customers that only have one employee, the current Support TIcket email algorithm works fairly well. However, for customers with more than one employee, it is always a major issue. It is important to be able to have the tickets sent to everyone in their contact list that is selected to have Support access. I'd like to see a future new feature that would send a support ticket to all account holders and account contacts with support access selected in WHMCS. Thank you in advance for your support! 0 Quote Link to comment Share on other sites More sharing options...
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