vmotion Posted August 25, 2011 Share Posted August 25, 2011 Hi, We have ticket piping in place and it works pretty good Our main issue is that if one of the staff answers a ticket via support email (the one that is being piped) the response is not recorded by ticketing system. Is there any option to do that? Thanks! 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 25, 2011 WHMCS Support Manager Share Posted August 25, 2011 Staff replies should indeed be piped into the ticket system. When replying please ensure the Ticket ID remains in the subject and the message is sent to the department's email address. 0 Quote Link to comment Share on other sites More sharing options...
vmotion Posted October 2, 2011 Author Share Posted October 2, 2011 That's curious, Do you mean that staff that gets email to support@domain.com in Outlook has to send reply not to the customers email but back to support@domain.com and it will be then forwarded to the client? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted October 3, 2011 WHMCS Support Manager Share Posted October 3, 2011 If support@domain.com is your support department email address then no one should be checking that inbox as the email piping is doing that automatically for you. The notifications are sent to the email addresses under Setup > Administrators (which should all be different from your support departments) and staff address their reply to support department to have the message piped in. 0 Quote Link to comment Share on other sites More sharing options...
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